Five9 - The Swiss Army Knife Solution for Contact Centers
Corbin McCabe | TrustRadius Reviewer
October 05, 2017

Five9 - The Swiss Army Knife Solution for Contact Centers

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Five9 Virtual Contact Center

The Sales and Recruiting Department of our company uses Five9 to handle inbound and outbound calls for 2 major branches of our business.
Five9 helps us communicate with and convert our leads. It also allows us to reach out to and monetize leads in an automated fashion that generated online (that would otherwise be wasted if we did not reach out to them). Also, Five9's robust administrator settings, supervisor functionality, and customizable reports are very handy.
  • 24/7 Customer Support is based in the Philipines and, although sometimes time consuming, they resolve problems and have solutions 99% of the time in my experience.
  • California-based account reps are responsive and very involved and interested in our needs.
  • Five9's robust administrator settings, supervisor functionality, and customizable reports are very handy and meet almost any need you could think of.
  • The agent script is one long page. You can write it in HTML yourself or get customer service to put it into HTML format for you for free.
  • I've found the agent script to be outdated and lacking in tech function.
  • Sometimes there is a lot of pressure from account reps to increase the quantity of agent licenses. This can be frustrating during slow times in business.
  • Aquiring international numbers can take several weeks. It would be nice if that process was quicker, and if international plans were more affordable.
  • During almost 4 years using Five9, there have been 5-10 outages for minutes to hours at a time that cost us a lot of money and caused frustration.
  • Although this happens very rarely, these times can be painful for a business where time is money and when we're not on the phones, we're losing thousands.
  • Overall, Five9 has been a pleasure to work with and has allowed us to open up and grow a huge source of income for the business.
When we chose Five9, it was largely due to the research of features and functionality, plus hearing good things about it from other contact centers in our area.
One huge edge that Five9 has compared with other that you don't pay per minute of talk time (unless it's long distance).
Competitors like InsideSales charge for licenses AND all minutes...essentially doubling your costs or more in some scenarios.
Also Five9 has a lot wider range of options and settings than a lot of its competitors.
If your leads need multiple contacts and a lot of nurturing via various forms of communication over a long period of time, InsideSales might be better.
If your agent script can shoot off in dozens of different directions during a call, due to their outdated agent script tech, Five9 may not be the best option.

If you are handling high volume of calls that are more of a one-and-done type situation, Five9 is an efficient, smart, and aggressive dialing solution.
If you are wanting a dialer that is trusted, has been around a while, and is NOT a bare bones solution, Five9 likely has the solution to complex dialing problems you haven't even thought of yet.