#1 most frequent
United States of America
79.9%2,898 installations of 3,628
What is Five9?
Five9 is cloud contact center software for inbound, outbound, blended, or multi-channel operations. This solution includes management capabilities such as campaign management, quality monitoring, real-time and historical reporting, and call recording.
Categories & Use Cases
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Top Performing Features
Inbound call routing
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
Category average: 8.9
Recording
Record conversations to improve service quality by evaluating agent-customer interactions.
Category average: 8.9
Call tracking
Enables agents and managers to see the origin of the call.
Category average: 8.8
Areas for Improvement
Call analytics
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
Category average: 8.4
Customer interaction analytics
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Category average: 8.1
Agent dashboard
Enables agents to track and view their individual and team performance.
Category average: 8.5
Who Buys & Uses Five9
#2 most frequent
Canada
5.7%208 installations of 3,628
#3 most frequent
United Kingdom of Great Britain and Northern Ireland
3.3%118 installations of 3,628
Pros
- Seamless integration with CRM and marketing cloud systems
- Enhanced agent productivity and streamlined workflows
- Intuitive user experience for agents
Cons
- Outdated user interface requiring modernization
- Supervisor console issues, including basic functionality and intermittent access
- Frequent call drops impacting service delivery
Five9 powerful tool for enrollments
Use Cases and Deployment Scope
We are using for our member enrollment process.We get eligible members data from our marketing team and integrated with the Marketing cloud. After automation is complete, all these will be loaded as records in our Salesforce environment and syncs into Five9 dialer via List Sync Plus add on package from Five9. Our agents login to Salesforce and then open engage widget. With the progressive dialer from Five9 calls get automatically connected to our agents. Previously our agents used to make manual calls and able to complete only 30-40 calls per individual. But now every agent is completing almost 100 calls which has increased their productivity by 300%.
Pros
- Progressive dialing
- screen pop up in salesforce when the call is connected
- List sync plus package for syncing records into Five9 Dialer
- Logging tasks in salesforce for every call.
- Very easy to disposition a connected call
Cons
- The Five9 VCC User Interface can be improved a lot
- recently they improved their reporting interface. Still lot of scope for improvement in UI here too
- Can improve capabilities around prioritization and automations that can be done with Salesforce.
Return on Investment
- We had a very great ROI as we had revenue increase due to more number of enrollments within a given period
- agent productivity increased by 300%
- very positive feedback for our engineering team from our business teams
- Agents reported a very seamless experience
Usability
Alternatives Considered
Talkdesk
Other Software Used
Salesforce Data Cloud, Paubox Email Suite, Copado
Five9 is a GOOD tool but needs to visual improvement.
Use Cases and Deployment Scope
We use Five9 as a tool to make and receive calls from various departments such as Customer Care, Underwriting, Claims, and others. These departments have experienced issues primarily from supervisor consoles, as they sometimes lose access without making significant changes to the admin console. While it's a tool that has helped us complete various tasks to contact our customers, it has also enabled us to replace Zoom Phone, as it makes it easier to assign new contact numbers to agents, whereas Zoom Phone only allows reusing existing numbers.
Pros
- it makes it easier to assign new contact numbers to agents.
- Good tool to make and receive calls from various departments such as Customer Care, Underwriting, Claims, and others.
- it's a tool that has helped us complete various tasks to contact our customers.
- It's a good tool with an easy-to-use interface for new users.
Cons
- They need a more minimalist look.
- They need to improve the supervisor console because it's very basic.
- These departments have experienced issues primarily from supervisor consoles because they sometimes lose access without making significant changes to the admin console
Return on Investment
- it has also allowed us to replace Zoom Phone.
- it makes it easier to assign new contact numbers to agents, while Zoom Phone only allows reusing numbers.
- New agents aren't receiving calls from previous agents because they don't reuse numbers.
- The user group license is cheaper than the Zoom Phone license, which allows for a better ROI.
Usability
Alternatives Considered
Zoom Phone, Gladly CX Platform and Amazon Connect
Other Software Used
Amazon Connect, Gladly CX Platform, ServiceNow Now Platform
Basic Dialer for Call Volume.
Use Cases and Deployment Scope
Great call center solution to keep dials moving along with a simple approach. There isn't much lag time in between calls kicking in to the next roll out and it is easy to disposition. I really like the features of 'chirp' in as it helps with training and helping reps close deals.
Pros
- Easy to use.
- Great for training/monitoring.
- Great for high-volume call centers.
Cons
- Limited analytics.
- Outages and Support Issues.
- Lack of Advanced AI capabilities.
Return on Investment
- Allows high volume days for beginner level reps that dont cost as much to employ.
- Simple KPI thoughts with this CRM: More calls= more sales.
- Enables me to jump in and assist people in closing sales.
Usability
Alternatives Considered
RingCentral Contact Center
Really Happy with Features and Personal Support
Use Cases and Deployment Scope
Our Five9 contact center is fully integrated with our CMR and used for both inbound and outbound call campaigns. In addition, we use digital channels for all email and SMS activity.
Pros
- tracking all voice and digital activity
- integration with salesforce and litify
- my support engineer is very knowledgably and available to me
Cons
- need more option on how the phone embeds into Salesforce
- call center agents and backend agents should be able to see presence
Return on Investment
- Allows us to ensure all inbound calls are routed properly
- Allow us to ensure outbound calls are made timely
- Allows agents to stay in our CRM system with the phone built in
Usability
Alternatives Considered
RingCentral Contact Center and Vonage Contact Center for Salesforce
Other Software Used
Litify, Slack, Snagit
Five9 has become the Gold Standard!
Use Cases and Deployment Scope
We re-sell Five9 to our customers and partner as a fully CCaaS solution to better assist in their customer journey. The key business challenge Five9 assist in is where you can have a RoI withough disrupting th existing UC or UCaaS solution in place and adding an extra layer but in the cloud.
Pros
- Intuity
- Customer Experience
- Interoperobility
- scalability
Cons
- Add UCaaS to the portfolio
- More Seamless CRM integration
- hybrid model
Return on Investment
- Flexibilty
- Intuity
- Scalable
- Just missing UC piece (negative)
Usability
Alternatives Considered
Avaya Call Center Elite
Other Software Used
Webex Contact Center, Avaya Call Center Elite, Genesys Cloud CX
