Item: Five9
Rating: 9
Author: Verified User

Overall Satisfaction with Five9

Use Cases and Deployment Scope

Our company would provide customer support for a new form of events that were taking places such as Hybrid or virtual events. It started during the pandemic and as much as people were ok to send tickets of support, clients become more demanding on the support level and would like to use inbound calls as the satisfaction level of resolving issues was much higher.

Pros and Cons

Pros

Inbound call management.
Ease of system use.
Reporting.

Cons

Voice to text automation.

Most Important Features

Ease of use.
Ability to scale up or down (depending on requirements).
Reports

Return on Investment

Higher quality in Customer support delivery.
Higher satisfaction rating from customers on problem solving.
Less angry customers from dropped calls and bad connections.

Key Insights

Do you think Five9 delivers good value for the price?

Yes

Are you happy with Five9's feature set?

Yes

Did Five9 live up to sales and marketing promises?

Yes

Did implementation of Five9 go as expected?

I wasn't involved with the implementation phase

Would you buy Five9 again?

Yes

Other Software Used

PurelyHR, PandaDoc, Jotform

Likelihood to Recommend

The system is well suited for companies that require that level of remote support via phone calls. This has helped massively during the pandemic and has changed some of the perspectives of clients to continue with the trend of virtual support, and platforms like this help massively by bridging that gap.

Five9 Feature Ratings

Comments

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Great tool to drive higher customer satisfaction.

Software Version