Five9 Virtual Call Center Review: the good and the bad.
February 14, 2018

Five9 Virtual Call Center Review: the good and the bad.

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Five9 Virtual Contact Center

We have over 20 agents that use Five9 daily to make calls to patients, insurance agencies and other organizations. It's our main source of a communication portal across the whole organization, except for a few of us that still use ShoreTel because we own the license and that saves us subscription fees. Five9 is used in a medical bill negotiating company to manage all communications with concerned individuals and organizations, to schedule queue callbacks, handle voicemail and generate reports on team performance and more.

Pros

  • IVR building
  • Managing users with profiles and ease
  • Ability to create whisper prompts from text
  • Pretty consistent mostly

Cons

  • Customer support that is quick to respond, but unable to figure out issues that are not cut and paste, for weeks on, which can be frustrating.
  • A Java-based VCC application that requires Java and is not web-based in 2018!? You actually have to download the Java file every time you login if you want to keep current.
  • An incredibly complex report-generating tool that the support team from Five9 themselves have told me "It's a hit or miss" deal.
  • Some of the weirdest issues with audio quality, service interruptions and login issues happen, and there's almost always no explanation and the blame is shifted back on us even though we have an excellent network that has been tested by Five9 themselves, and our devices are impeccable and well managed. In the end, you just close the tickets because the issues randomly stop occurring, just as they started. Until the next one ...
  • Positive: it has a more polished Web 2.0 look and most of the features are good. It's consistent.
  • Negative: uncommon and weird problems occur, and there are no explicit fixes. The use of Java (which is unstable on Macs) gives it a less polished and old feel.
Better than the old ShoreTel Director we had prior to deploying Five9. But could be better!
If you have a mission-critical and "must be on at all times" kind of a need, I wouldn't advise you go with Five9. It's woes are bearable (mostly) for a small company like ours. But I can't imagine supporting hundreds of agents and getting the torrents of requests.

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