Five9 Reviews

47 Ratings
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Score 7.8 out of 100

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Reviews (1-8 of 8)

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May 02, 2020
Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
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Support Rating

10
Five9's Customer Support team is also based in Manila Philippines, thus turnaround email response times for our reported issues are great for our requirements. Their CS agents also facilitate mobile calls to followup on outstanding issues and operate on a 24/7 schedule. We've also had experience working with the senior tech agents to investigate recurring issues to completion.
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April 22, 2020
Anonymous | TrustRadius Reviewer
Score 9 out of 10
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Verified User
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Support Rating

10
We have our own Five9 admin support team at my company, and they are always very knowledgable and have always answered any questions I've had. I've never had a Five9 issue gone unsolved.
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April 30, 2020
Anonymous | TrustRadius Reviewer
Score 1 out of 10
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Support Rating

1
Support is slow and unresponsive at times. Problems often took hours to fix or had to involve multiple people. Issues with the system caused a loss in employee productivity.
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March 02, 2020
Shanna Baty | TrustRadius Reviewer
Score 10 out of 10
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Verified User
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Support Rating

10
As part of our Five9 package, we have a certain amount of built-in customer support time each month that we can use to schedule meetings, handle troubleshooting errors and implement new procedures. Five9's cases offers customer support for any technical issues that arrive. They respond to you immediately and do not close out any ticket until the issue is fully resolved. Even after resolution, they monitor your ticket to make sure the issue does not reoccur.
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Feature Scorecard Summary

Agent dashboard (1)
7
Validate callers (1)
8
Outbound response (1)
8
Call forwarding (1)
6
Warm transfer (1)
7
Predictive dialing (1)
8
Call tracking (1)
9
Multichannel integration (1)
9
CRM software integration (1)
9
Inbound call routing (1)
9
Recording (1)
9
Quality management (10)
9.3
Call analytics (1)
9
Historical reporting (1)
9
Live reporting (1)
9

What is Five9?

A Five9 Contact Center aims to eliminate the hassle and expense of traditional on-premise contact centers. Five9 is completely cloud-based contact center service, agents can log in from anywhere — they just need a computer, a headset, and a high-speed Internet connection.

Users can communicate with customers through the channel they prefer whether it’s phone, web, chat, email, video, or social media. Five9 boasts delivering better customer engagements and faster response times by empowering agents to handle inbound and outbound contacts from multiple channels all from a single agent desktop.

Five9 Omnichannel Routing is designed to ensure that every interaction is delivered to the right resource at the right time, every time.

Five9 aims to provide everything needed to run an effective inbound, outbound, or blended contact center, including management applications such as real-time and historical reporting, recording, and CRM integrations.

Five9 Features

Contact Center Software Features

Has featureAgent dashboard
Has featureValidate callers
Has featureOutbound response
Has featureCall forwarding
Has featureClick-to-call (CTC)
Has featureWarm transfer
Has featurePredictive dialing
Has featureInteractive voice response
Has featureREST APIs
Has featureCall scripts
Has featureCall tracking
Has featureMultichannel integration
Has featureCRM software integration
Has featureAutomatic speech recognition (ASR)
Has featureNatural language processing for IVR
Has featureCommunications forecasting

Workforce Optimization (WFO) Features

Has featureInbound call routing
Has featureOmnichannel inbound routing
Has featureRecording
Has featureQuality management
Has featureCall analytics
Has featureHistorical reporting
Has featureLive reporting
Has featureCustomer interaction analytics

Omnichannel support Features

Has featureEmail
Has featureVoice (phone)
Has featureVoIP
Has featureSMS/Text
Has featureLive chat channel

Predictive Analytics Features

Has featureIntelligent call routing
Has featureChatbots
Has featureAI assistance for live agents

Five9 Screenshots

Five9 Videos (3)

Five9 Downloadables

Five9 Integrations

Five9 Competitors

Avaya OneCloud CCaaS, 8x8 X Series, inContact, Interactive Intelligence, Genesys, Cisco

Five9 Pricing

  • Does not have featureFree Trial Available?No
  • Does not have featureFree or Freemium Version Available?No
  • Has featurePremium Consulting/Integration Services Available?Yes
  • Entry-level set up fee?Required

Five9 Support Options

 Paid Version
Phone
Live Chat
Email
FAQ/Knowledgebase

Five9 Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:Apple iOS
Supported Countries:North America, Honduras, Panama, El Salvador, Mexico, Colombia, Brazil, Peru, Germany, United Kingdom, Ireland, United Arab Emirates
Supported Languages: English, French-Canadian, French, Spanish, German, Brazilian Portuguese, and Polish.