Item: Five9
Rating: 10
Author: Susan Thurber

Overall Satisfaction with Five9

Use Cases and Deployment Scope

Our Five9 contact center is fully integrated with our CMR and used for both inbound and outbound call campaigns. In addition, we use digital channels for all email and SMS activity.

Pros and Cons

Pros

tracking all voice and digital activity
integration with Salesforce and Litify
my support engineer is very knowledgably and available to me

Cons

need more option on how the phone embeds into Salesforce
call center agents and backend agents should be able to see presence

Return on Investment

Allows us to ensure all inbound calls are routed properly
Allow us to ensure outbound calls are made timely
Allows agents to stay in our CRM system with the phone built in

Certain aspects are complex and assistance is often need to make changes. It took a good year to get a decent handle on the basics of the system from admin perspective. Users also took some time getting accustom to the design of the phone and all the features and options.

Alternatives Considered

RingCentral Contact Center and Vonage Contact Center for Salesforce

Five9 has a much better integration with Salesforce and allows contact center agents to be separate from back office staff that do not use the Five9 phone. Five9 allows us to route digital activity such as emails and texts just like we route calls. Five9 also had a sophisticated outbound dialer.

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?

Yes

Would you buy Five9 again?

Yes

Other Software Used

Litify, Slack, Snagit

Likelihood to Recommend

Five9 is a great tool you can integrate with your CRM allowing you to track all activity. Both user and automated activity. Creating outbound call campaigns to ensure available agents are making outbound calls has a ton of features so you can customize to your business needs. Building inbound IVR's with all types of call routing rules is also great. The way activity can be seen and managed between Five9 and Nextiva, our office telephony system, however is lacking.

Five9 Feature Ratings

Comments

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Really Happy with Features and Personal Support

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