Item: Five9
Rating: 10
Author: Verified User

Overall Satisfaction with Five9

Use Cases and Deployment Scope

Five9 Virtual Contact Center is used for one department of our organization that is a call center. It allows us a unified interface for all forms of contact (phone, email, text, chat, social media, and video calls). We use the Five9 platform to provide resources and relief to our clients.

Pros and Cons

Pros

Unified environment for all forms of contact
Pleasing UI that is easy to use
Provides a high degree of training at all levels of the call center to ensure that everyone is well versed in their platform

Cons

We have not experienced any major issues so far. All minor issues are handled quickly by help desk staff.

Return on Investment

Five9 has greatly increased the productivity of our agents, dramatically reducing hold times and improving our other metrics.
Powerful reporting tool allowed our supervisors to spend less time sorting through confusing reports and more time managing the floor.
Supervisor iPad application allowed our supervisors the ability to monitor the status of the call center while being on the floor providing faster response times to agent issues.

Alternatives Considered

Serenova

Five9 blows Serenova out of the water. Serenova is an immature platform compared to Five9. Five9 provides many features that Serenova does not and is a much more stable platform, which is absolutely critical in our 24/7/365 environment.

Likelihood to Recommend

The Five9 Virtual Contact Center works well for all different forms of business. It integrates very well into a sales environment and provides a lot of tools to increase sales and productivity. It also works extremely well for a non-sales environment, such as our own. We may not utilize all the features that relate to sales, but Five9 does have every feature that we have need of to provide the highest level of customer support to our clients.

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