The Good, the Bad and the Ugly of Five9
June 11, 2024
The Good, the Bad and the Ugly of Five9
Score 4 out of 10
Vetted Review
Verified User
Software Version
Blended
Modules Used
- Five9 IVR
- Five9 Call Recording
- Five9 Omnichannel
Overall Satisfaction with Five9
Our company work is in healthcare awareness and uses Five9 to contact patients regarding their prescription usage and results. Clients have live interaction with pharmacy techs and/or pharmacists depending on the questions or their needs.
Pros
- predictive dialing
- call routing to agents
- IVR call flow
Cons
- text-to-speech for IVR voice prompt
- basic account-level reporting
- features that are included instead of ala cart
- overpriced for the features compared to competitors
- lost discounts due to downsizing of the company
- offers beta programs for certain software integration at no cost
Five9 has a great learning curve, whether you're an admin, agent, or supervisor. Each role can be easily learned and mastered.
Cost was a major factor back when Five9 was the only stable and reliable contact center solution. But now they tend to be overpriced compared to Genesys and Nice, which are just as good, if not better than Five9 currently.
Cost was a major factor back when Five9 was the only stable and reliable contact center solution. But now they tend to be overpriced compared to Genesys and Nice, which are just as good, if not better than Five9 currently.
Do you think Five9 delivers good value for the price?
No
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?
No
Comments
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