Nixplay is a long time Five 9 Customer
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

Software Version

Inbound

Modules Used

  • Five9 IVR
  • Five9 Call Recording

Overall Satisfaction with Five9

Nixplay uses Five9 for its US customer service department to take support calls from its US B2C customers. The Customer Service team is based in the Philippines and I am the Overall Operations manager fo the Philippines operation. We have been a Five9 customer since 2013 though I have been with the company for 3 years only.
  • Five9 support replies quickly over email and follows up with calls for outstanding issues.
  • Flexible account management where we can increase/decrease our licenses on a monthly basis.
  • Ease of use.
  • Lost integration with Zendesk.
  • Recently encountered spam calls during the 2019 Christmas sales season.
  • Limited capability to eliminate spam calls.
  • Offers great ROI for our requirements..
  • The customer service team also based in the Philippines, thus it has a quicker turnaround for our issues.
  • Needs improvement on spam call reduction/elimination.
We started evaluating Zendesk Talk when Five9 lost integration with Zendesk, as we use Zendesk as our primary CS database and issue tracker. However, Five9 offers better ROI than Zendesk Talk given we require unlimited minutes for our requirements, thus we continue with our setup of joint use of Five9 and Zendesk.
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.

Do you think Five9 delivers good value for the price?

Yes

Are you happy with Five9's feature set?

No

Did Five9 live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Five9 go as expected?

Yes

Would you buy Five9 again?

Yes

Five9 offers us unlimited minutes for inbound/outbound calls per license which is great for our circumstances because we don't have a call handling time limit with most of our callers are elderly requesting assistance for an electronic wifi product. For the 1st time though, we encountered hundreds of spam calls during our 2019 Christmas sales season, which hadn't happened in previous years and it exposed Five9's limited capability to eliminate spam calls.