Five9 -- the right choice for small and mid size call centers
Valery Mezentsau | TrustRadius Reviewer
Updated April 16, 2019

Five9 -- the right choice for small and mid size call centers

Score 7 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Five9 Virtual Contact Center

We are using Five9 as the main phone system in our call center. We have on average about 150 call center employees and didn't have major issues with Five9 (that were caused by the vendor). The platform is used for phone calls to our customers to perform financial services. The quality of the phone call is a very important part for us and Five9 matches that.
  • Web interface for call center agents and supervisors.
  • Minimal software requirements to make phone calls.
  • Call recordings, reports, analysis charts - everything is right here.
  • Quality of calls and number of different dialer options and features.
  • Full access to user profiles in the admin application, no need to contact the vendor for user management.
  • Very flexible configuration of campaigns, skill-sets, roles, etc.
  • Tablet version of Supervisor application for training and QA purposes.
  • Customer support -- in many cases useless, especially for minor issues.
  • The Java-based application was horrible, but since we moved to the Web-based application, this is no longer the issue.
  • A lot of issues related to cached Internet files, Web Cookies, etc.
  • The user interface for the agent app should become more user-friendly.
  • No history tracking for the messaging system.
  • Positive: No need for on-premises equipment, which saves money.
  • Positive: No need for internal maintenance, which saves IT services time.
  • Positive: Fast deployment, switched from an outdated on-premises solution to Five9 easily.
  • Negative: Support services -- we had issues that were not resolved for weeks.
  • Cisco Unified Communications Manager (Call Manager)
Used solutions from Cisco, VICI, SkySwitch in the past. Comparing cost, resources, and deployment time, Five9 wins for sure.
This is a very good telecom solution for small and mid-sized companies. From my previous experience with other "cloud-based" telecom solutions, Five9 is the best one. I think that Five9 solution is pretty much the right choice for call centers and companies with a huge amount of inbound and outbound calls.

Five9 Feature Ratings

Agent dashboard
7
Validate callers
8
Outbound response
8
Call forwarding
6
Click-to-call (CTC)
Not Rated
Warm transfer
7
Predictive dialing
8
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
9
Multichannel integration
9
CRM software integration
9
Inbound call routing
9
Omnichannel inbound routing
Not Rated
Recording
9
Quality management
9
Call analytics
9
Historical reporting
9
Live reporting
9
Customer surveys
Not Rated
Customer interaction analytics
Not Rated