Five9 review
June 10, 2024

Five9 review

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Blended

Modules Used

  • Five9 Workforce Optimization
  • Five9 IVR
  • Five9 Call Recording
  • Five9 Dialers

Overall Satisfaction with Five9

We had a homebrew ACD system that was very buggy, and many functions did not work. So we implemented Five9 ACD system and it solved many of our issues. We were able to leverage Five9 ACD to setup an IVR that allowed customers to do self-service and leveraged Agent Assist and AI insights to streamline operations for Care agents in generating case notes and analyze effectiveness and efficiency of our Care agents.

Pros

  • IVR
  • Agent Assist
  • AI Insights

Cons

  • Omnichannel Configurations
  • Chat widget
  • Email configurations
  • Agent Assist Reduced aftercare work time by 7 seconds (almost 50%)
  • Agent Assist's generative AI produces detailed and accurate call summaries
  • AI Insights produces AI sentiment and first resolution scores

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?

Yes

Would you buy Five9 again?

Yes

Very robust ACD system including AI reporting. Might not be the best for centers primarily using email or chat.

Five9 Feature Ratings

9.6
Agent dashboard
10
Validate callers
Not Rated
Warm transfer
10
Interactive voice response
10
REST APIs
10
Call tracking
10
Multichannel integration
7
CRM software integration
10
9.6
Inbound call routing
10
Omnichannel inbound routing
7
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Five9

Customer Care
1 - Experience in IVR and ACD configurations.
  • Agent Assist Call Summary
  • Agent Assist Call Guidance
  • IVR
  • ACD
  • AI Insights
  • Training Tips for New Agents
  • Screen Capture
  • IVA
  • Chatbot
Robust product, great reliability and support.

Evaluating Five9 and Competitors

Yes - Homebrew ACD system
  • Cloud Solutions
  • Scalability
  • Ease of Use
Robust functionality
I would still do the same thing.

Five9 Implementation

The implementation team that was assigned to us was great. The project manager was very helpful and managed the timeline very efficiently. The developer was very helpful and provided insights while helping us configure the system.
  • TIBCO professional services
Change management was a big part of the implementation and was well-handled - There will always be unforeseen bugs or limitations, but our Five9 implementation team worked hard to minimize and overcome them.
  • Adding additional language prompts
  • API interactions with our Billing system
  • Listing services in our IVR

Five9 Training

  • Online Training
I took the certification course for administrator and also received some tips while working with the developer during implementation. The UI was very intuitive, so I was able to figure out how things worked when I configured the users, skills, campaigns, IVR scripts. I worked with the Five9 AI team to beta test Agent Assist.

Configuring Five9

I believe it's robust enough for this type of product.
Map out your IVR configuration and routing ahead of time and call out any specific APIs that are needed early. This way when it's time to build the IVR, the developer knows what to expect and can manage exceptions better. This will help get through configuration and UAT faster and minimize time wasted on clarifications.
Some - we have done small customizations to the interface - Adding additional buttons was very easy.
Yes - we have added extensive custom code - We implemented Salesforce so we needed Five9 to help us implement the Salesforce integration. It was relatively easy. We gave them a list of fields that we need to map out and admin access to the Five9 module in Salesforce and they configured it fairly quickly.
They also pointed Agent Assist to our billing system so that call summaries are inserted automatically once the call ends.

Five9 Support

Very attentive, consistent follow-up from the support staff. Internal departments are very helpful and resolve issues quickly and efficiently.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
No, we did not purchase premium support because I managed all configurations in-house. We only contacted support regarding system issues or questions about new projects we want to do.
Yes - Yes, they resolved it in a timely manner with consistent follow-ups so I was always aware of the status of the issue.
We had an issue with Agent Assist not generating call summaries. I opened a ticket and received a response within 20 minutes that Five9 is aware there is an issue and is working on the issue. It took less than 2 hours for them to resolve this issue. I received emails and calls from Five9 Support every 30 minutes until this issue was resolved.

Using Five9

UI is very user friendly and intuitive. Updates are implemented immediately.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • IVR and ACD configuration
  • Configuring keywords for Agent Assist
  • Configuring AI Checklist
  • Omnichannel administration needs to be more robust
  • Options for post-email or chat survey is limited
  • Email and chat configurations can be more user friendly

Five9 Reliability

It was very easy to add additional licenses. Once we placed the order, it was activated the following day. Since it's web-based, it's very quick to deploy across multiple sites.
We have had minimal downtime due to system outages since it was implemented.
The system's performance is great. Page loads quickly. Reports are generated quickly and sent to our email or FTP. The integration did not impact the performance of our other applications. We have not seen any drop in the performance of either applications since we performed the integration.

Integrating Five9

Our integration with Salesforce and our billing system both went very smoothly.
  • BeQuick
  • Salesforce
We integrated Five9 Agent Assist with BeQuick so that the call summaries automatically were into the customer accounts after the call ended. This was done very quickly by Five9, total time including testing was less than two days. The Salesforce integration took a bit longer primarily due to delays with our Salesforce implementation consultant.
  • Chatbot
  • File import/export
  • API (e.g. SOAP or REST)
  • Javascript widgets
Make sure all of the requirements for APIs are documented and compatibility is confirmed between both systems. Sometimes the vendor may tell you it's possible, but it may not be using your preferred methods or there might be system limitations that prevent you from completing it the way you want.

Relationship with Five9

They were very easy to work with. We provided them with our volumes, forecasts, and they came back with a proposal fairly quickly.
They provided us with a timeline for implementation during the sales process and followed it step by step after the sale. The gave us the timeline for the kick off and the list of nes of the implementation team.
Five9 Professional Services team is very knowledgeable and efficient. I worked with them during implementation and during beta testing for Five9 Agent Assist and Ai Insights.
We negotiated for 100 agent licenses, 20 supervisor licenses, with 30 email and chat licenses free of charge.
We do annual renewals and it's concurrent licensing which is great.
Volume helps with negotiating pricing for licensing. They have different tiers. Even for small businesses, they have different options.

Upgrading Five9

Yes - Since we are using Salesforce adapter, it was updated last week and we have not seen any issues.
  • Can't see any impact right now.
  • I only see changes if the Salesforce adapter is updated.

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