Item: Five9
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We use Five9 as a tool to make and receive calls from various departments such as Customer Care, Underwriting, Claims, and others. These departments have experienced issues primarily from supervisor consoles, as they sometimes lose access without making significant changes to the admin console. While it's a tool that has helped us complete various tasks to contact our customers, it has also enabled us to replace Zoom Phone, as it makes it easier to assign new contact numbers to agents, whereas Zoom Phone only allows reusing existing numbers.

Pros and Cons

Pros

it makes it easier to assign new contact numbers to agents.
Good tool to make and receive calls from various departments such as Customer Care, Underwriting, Claims, and others.
it's a tool that has helped us complete various tasks to contact our customers.
It's a good tool with an easy-to-use interface for new users.

Cons

They need a more minimalist look.
They need to improve the supervisor console because it's very basic.
These departments have experienced issues primarily from supervisor consoles because they sometimes lose access without making significant changes to the admin console

Return on Investment

it has also allowed us to replace Zoom Phone.
it makes it easier to assign new contact numbers to agents, while Zoom Phone only allows reusing numbers.
New agents aren't receiving calls from previous agents because they don't reuse numbers.
The user group license is cheaper than the Zoom Phone license, which allows for a better ROI.

Usability

7

I consider it very good, it has aspects that need to be improved, such as: They need a more minimalist image, They need to improve the supervisor console because it is very basic, and also improve the problems with browsers because every so often (like other pages) it is necessary to clean the cache for the tool to work well.

Alternatives Considered

Zoom Phone, Gladly CX Platform and Amazon Connect

We use Five9 as a tool to make and receive calls from various departments such as Customer Care, Underwriting, Claims, and others. These departments have experienced issues primarily from supervisor consoles because they sometimes lose access without making significant changes to the admin console. Although it's a tool that has helped us complete various tasks to contact our customers, it has also allowed us to replace Zoom Phone, as it makes it easier to assign new contact numbers to agents, while Zoom Phone only allows reusing numbers.

A good tool with an easy interface for new users.

They need a more minimalist look.

They need to improve the supervisor console because it's very basic.

New agents aren't receiving calls from previous agents because they don't reuse numbers.

The user group license is cheaper than the Zoom Phone license, which allows for a better ROI.

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?

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

Amazon Connect, Gladly CX Platform, ServiceNow Now Platform

Likelihood to Recommend

We use Five9 as a tool to make and receive calls from various departments such as Customer Service, Underwriting, Claims, and others. It's a tool that has helped us complete various tasks to contact our customers. It has also allowed us to replace Zoom Phone, as it makes it easier to assign new contact numbers to agents, while Zoom Phone only allows reusing numbers. It's a good tool with an easy-to-use interface for new users.

Five9 is a GOOD tool but needs to visual improvement.

Software Version

Modules Used

Overall Satisfaction with Five9