Five9 - A Scalable VoIP Solution for Remote Contact Centers
February 14, 2017

Five9 - A Scalable VoIP Solution for Remote Contact Centers

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

Overall Satisfaction with Five9 Virtual Contact Center

We use Five9 for our remote customer support department. It helps us provide a phone solution for remote agents spread over different timezones. Five9 provides us with recording capability for quality audits and training examples. Additionally, it gives us detailed, custom reporting that our team can create and schedule within the platform, in addition to exportable data into other programs, such as Looker.
  • Ease of user administration and permission level customization for all users.
  • Easy to navigate, searchable access to recorded calls and call logs, complete with phone numbers, lengths of time, number of holds, and sortable by any piece of collected information.
  • Data collection and reporting customization for agent or team level statistics on handle time, abandoned call rate, occupancy, and duration.
  • Java based desktop application is a pain to keep updated.
  • The user interface for the agent desktop application is clunky and outdated. It could use a facelift.
  • The help center for documentation isn't well organized and the documentation needs substantial editing.
  • Five9 is expensive per seat, but you can have several station IDs (think of them as user-dedicated numbers) and that makes it cost effective for staffing a 24 hour contact center where you might have 3 different agents trading off for that "seat" over a 24 hour period.
  • Five9 has allowed us to eliminate phone downtime, which improved our service experience, so it has been worth the cost.
  • Five9 doesn't require specific hardware (like a traditional desk phone system) and doesn't route through a personal phone, using cell/data minutes, so the cost of implementation for the agents (users) has been zero. This is the biggest reason to implement a VoIP Five9 solution for a contact center, particularly one on a budget with a remote team.
I've used RingCentral, Zendesk Voice, and ifbyphone. RingCentral and ifbyphone were clunky workarounds and were our backup to Zendesk Voice, which had several large issues that Five9 corrected. Zendesk Voice, while integrated with our ticketing system, would often lose recording or freeze because it was a web based program. This meant that the agent would lose ticket notes and the call information if the window crashed. Five9, on the other hand, is extremely stable and logs all answered calls in the system so the information can be accessed later. Zendesk Voice also required us to test our sound before every new shift since the setting synced with Windows. Five9 remembers the sound preferences and saves them.
Five9 is great as a remote VoIP option for contact centers who handle phone calls from customers. The call queue is straightforward and can be customized based on the level of volume an agent can and should handle.

Five9 is a great idea for anyone who is doing an outbound campaign where they are using an auto-dialer and has features like a do not call list and a salesforce integration to help organize contact information.

Five9 is less useful for managers or people who don't have specific metrics because it will throw off the reporting with long handle times or non applicable dispositions.