Five9 - A solid product but make sure you fully understand the capabilities
March 22, 2022

Five9 - A solid product but make sure you fully understand the capabilities

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Software Version

Blended

Modules Used

  • Five9 Workforce Optimization
  • Five9 IVR
  • Five9 Omnichannel

Overall Satisfaction with Five9

Five9 was used as our telephony platform in our customer support call center primarily serving external customers. We chose it to replace a legacy old fashioned POTS PBX which could not handle our remote workforce and obviously had no omnichannel capabilities. Five9 gave us the ability for call recording/quality controls, chat functionality, etc.

Pros

  • Call routing and true skill level prioritization
  • Supervisor level visibility in realtime of call center key metrics
  • Call recording and analyzing functionality
  • System uptime and availability. Truly 5 9's

Cons

  • The detailed reporting and particularly report building functions were clunky and complicated
  • No ability to truly integrate post call survey data to the representative level
  • Customer support was lacking and slow to respond
  • Uptime and system reliability
  • Ability to support a mobile and geographically distanced workforce
  • Cost was a big factor and quite frankly it was overpriced
  • Reporting which was lacking and why we changed to a different provider
  • ROI was not as anticipated due to lacking reporting functionality - Negative
  • Allowed us to develop a geographically dispersed call center workforce in response to the pandemic - Positive
  • Provided true omnichannel capability that we lacked in the past (Voice/Voicemail/Chat). Positive
  • CRM integration (with Salesforce) was not as expected. Negative
  • Bang for the Buck just was not where it needed to be. High cost solution. Negative.
Initially selected Five9 but have since switched to RingCentral which has given us what we needed. Better CRM integration, simpler and in my opinion more robust reporting capabilities and the same omnichannel solution at a fraction of the cost.

Do you think Five9 delivers good value for the price?

No

Are you happy with Five9's feature set?

Yes

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?

No

Five9 is a very good cloud alternative to a traditional PBX system in a call center environment but if you are looking for detailed reporting to truly understand your business then it is somewhat lacking. If you can use their "off the shelf reports" and those meet your needs then you will be in good shape. If your needs differ at all from the basics, then it is difficult, time-consuming, and possibly impossible to create unique ones. The system uptime and reliability are very much acceptable but the reporting functionality is just lacking.

Five9 Feature Ratings

Agent dashboard
6
Validate callers
7
Outbound response
7
Call forwarding
Not Rated
Click-to-call (CTC)
6
Warm transfer
7
Predictive dialing
8
Interactive voice response
7
REST APIs
5
Call scripts
6
Call tracking
2
Multichannel integration
4
CRM software integration
2
Inbound call routing
9
Omnichannel inbound routing
9
Recording
3
Quality management
2
Call analytics
2
Historical reporting
2
Live reporting
8
Customer interaction analytics
3

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