Five9 gets the job done, but has texting issues and is very complex
Anonymous | TrustRadius Reviewer
February 19, 2019

Five9 gets the job done, but has texting issues and is very complex

Score 4 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Five9 Virtual Contact Center

Who
Sales and customer service types of roles use Five9 at my company to communicate with our customers. Our customers are students at various higher ed institutions. We have 5 different roles that our students may communicate at any given point during their time with us, and each of these internal roles use slightly different systems (versions of Salesforce, Zendesk, etc).

What it does
These different roles use Five9 both for inbound calls (to individual lines and round-robin lines) and for outbound calling. Then they use the Five9 widget to record their call notes into our CRM, Salesforce.
  • Easy dialing and call logging. The process of starting or answering a call, then logging a call disposition with its notes, is simple and easy.
  • Voicemail drops. You can pre-record voicemails to leave for customers without needing to speak the voicemail content each time. This is a huge timesaver for our reps.
  • You can customize the call dispositions / call labels to match what's used in your CRM.
  • Text. Texting is incredibly difficult on Five9. We've had issues with only some texts logging to Salesforce, issues with threading of text conversations, and issues with having Salesforce contact information appear on the text widget (knowing who you are texting, not just their phone number).
  • The interface to "pause" is challenging. There are not good reminders to our reps to remember to pause or log out of Five9. If you forget to log out, this can affect stats about who worked the longest hours that day - and it's hard to know who actually was active on the phones.
  • Inbound voicemails are too-easily hidden. It's challenging for a lot of our reps to remember to check their inbound voicemails because it is hard to access them in the Five9 widget.
  • We now have the ability to text, but it is not easy or consistent.
  • We have lost a lot of time, and increased confusion, due to the texting issues.
  • We can use Five9 across multiple roles that use different instances of Salesforce. This has not been a problem.
  • We have saved time by using their voicemail drop feature, instead of needing to recite a new voicemail each time.
I've used RingCentral, LiveOps, and Sendbloom Contact in my sales career so far.

Five9 is more sophisticated and offers more customizable features than all the above products. Only RingCentral and Five9 have texting ability, but neither solution is perfect at threading conversations, logging them to Salesforce, or identifying who the customer is according to the Salesforce/CRM record.

I have yet to use a phone system without problems. Five9 is the best I've used so far, but that isn't a strong recommendation.
Well suited:
Environments that don't require texting, and where users are highly technical and able to troubleshoot on your own. We've found that we need an internal tools manager AND an expert on each sales/support team to successfully onboard new team members and ensure current team members know how to use the tool.

Not well-suited
  1. Organizations that rely on texting.
  2. Organizations with low tech literacy on their teams.
  3. Organizations with little ability to manage tools like this.