Item: Five9
Rating: 5
Author: Verified User

Use Cases and Deployment Scope

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 and Cons

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

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

Most Important Features

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

Return on Investment

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.

Alternatives Considered

RingCentral Contact Center

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.

Key Insights

Do you think Five9 delivers good value for the price?

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?

Other Software Used

Salesforce CMS, Sage CRM, ADP Workforce Now

Likelihood to Recommend

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

Software Version

Modules Used

Overall Satisfaction with Five9