Five9 Reviews

42 Ratings
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Score 7.9 out of 100

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Reviews (1-8 of 8)

Shanna Baty | TrustRadius Reviewer
March 02, 2020

Five9 is one-stop shop for Call Center needs

Score 10 out of 10
Vetted Review
Verified User
Review Source

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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Anonymous | TrustRadius Reviewer
May 02, 2020

Nixplay is a long time Five 9 Customer

Score 8 out of 10
Vetted Review
Verified User
Review Source

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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Anonymous | TrustRadius Reviewer
April 22, 2020

FIve9 For The Win

Score 9 out of 10
Vetted Review
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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Anonymous | TrustRadius Reviewer
April 30, 2020

Five9 is not a 10

Score 1 out of 10
Vetted Review
Verified User
Review Source

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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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)
9.1
Call analytics (1)
9
Historical reporting (1)
9
Live reporting (1)
9

About Five9

Five9's call center software is designed to enable agents to make more calls and be more effective on the phone. This solution includes Smart Dialers which are designed to give agents more time with live prospects. Intelligent Routing gets calls to the right agent. The On Screen Caller Info puts customer information at their fingertips. All interactions are automatically logged to the user’s CRM.

According to the vendor, makes call center agents up to 300% more productive.

Five9 Features

Contact Center Software Features
Does not have featureAgent dashboard
Does not have featureValidate callers
Does not have featureOutbound response
Does not have featureCall forwarding
Does not have featureClick-to-call (CTC)
Does not have featureWarm transfer
Does not have featurePredictive dialing
Does not have featureInteractive voice response
Does not have featureREST APIs
Does not have featureCall scripts
Does not have featureCall tracking
Does not have featureMultichannel integration
Does not have featureCRM software integration
Does not have featureAutomatic speech recognition (ASR)
Does not have featureNatural language processing for IVR
Does not have featureCommunications forecasting
Workforce Optimization (WFO) Features
Does not have featureInbound call routing
Does not have featureOmnichannel inbound routing
Does not have featureRecording
Has featureQuality management
Does not have featureCall analytics
Does not have featureHistorical reporting
Does not have featureLive reporting
Does not have featureCustomer surveys
Does not have featureCustomer interaction analytics
Omnichannel support Features
Does not have featureEmail
Does not have featureVoice (phone)
Does not have featureVoIP
Does not have featureSMS/Text
Does not have featureVideo channel
Does not have featureLive chat channel
Does not have featureCo-browse
Does not have featureScreen-share
Does not have featureSocial media channels
Does not have featureMobile applications
Predictive Analytics Features
Does not have featureIntelligent call routing
Does not have featureChatbots
Does not have featureAI assistance for live agents
Additional Features
Has featureACD
Has featureIVR/ Voice Recognition
Has featureCTI
Has featurePredictive Dialer
Has featurePower Dialer
Has featurePreview Dialer
Has featureProgressive Dialer
Has featureClick-to-Call
Has featureCRM Integrations
Has featureEmail Customer Care
Has featureChat Customer Care
Has featureSocial Customer Care
Has featureMobile Customer Care
Has featureWorkforce Optimization
Has featureReporting & Analytics
Has featureBlended Call Center
Has featureCall Logging
Has featureCall Recording
Has featureCall Routing
Has featureCall Scripting
Has featureCampaign / Lead Management
Has featureCompliance Management
Has featureInbound Call Center
Has featureKnowledge Base
Has featureEscalation Management

Five9 Screenshots

Five9 Integrations

Zendesk, NetSuite, Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM), Salesforce, Oracle RightNow

Five9 Competitors

Avaya IX Contact Center (formerly Intelligent Xperiences Contact Center), 8x8 X Series (Formerly Virtual Office), inContact, Interactive Intelligence, Genesys, Cisco

Pricing

  • Has featureFree Trial Available?Yes
  • 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
Email
FAQ/Knowledgebase

Five9 Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:Apple iOS