Item: Five9
Rating: 10
Author: Verified User

Overall Satisfaction with Five9

Use Cases and Deployment Scope

We use Five9 in different departments in our agency. In my particular department we do transfer calls to other departments if they select the wrong option on the phone tree. We are currently working on redoing the phone tree so that the agents are transferred to the correct department. Overall, Five9 has been a great experience.

Pros and Cons

Pros

Five9 makes transferring to different departments easy.
Five9 has a messaging option
Five9 dispositions are nice for when a supervisor needs to look into the call

Cons

Five9 does seem to drop calls often.
Five9 would be nice to have extensions
My team does not like the auto answer feature of Five9

Usability

The overall usability is awesome for my team. The only thing that my users complain about is dropped calls or being randomly logged out of phone calls while talking to an agent on Five9. My team likes the warm transfer option from other departments as this gives them the input of what an agent is calling about.

Key Insights

Do you think Five9 delivers good value for the price?

Not sure

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?

Yes

Other Software Used

Salesforce CRM Analytics, Microsoft Teams

Likelihood to Recommend

Five9 has been a great experience for my team in my organization. The only issue we find is that agents don't listen to the prompts in the phone tree and will select the wrong options. My team also likes the messaging option to other users. I personally as a supervisor like the option that you can listen to the phone call while the user is on the phone talking.

Five9 Feature Ratings

Comments

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Five9 Support

Software Version

Modules Used