Five9 Cloud Contact Center Software


 

Five9 is used by call centers around the world to manage inbound, outbound, blended or multi-channel contact centers. 

It offers IVR with speech recognition, multi-channel ACD, predictive dialer and customer relationship management (CRM) integrations. It also features integrated workforce optimization capabilities and built-in call recording, agent scripting and quality monitoring components. 

Most call centers can be up and running in a matter of days, since agents only need Internet-ready computers and headsets to get started. And, Five9 can adapt to your changing business needs (seasonal demands, remote agents, peak call times etc.) and will scale with your business as it grows. 

 

Five9 Cloud Contact Center - Application portal
 
  • Five9 Cloud Contact Center - Application portal
    Application portal
  • Five9 Cloud Contact Center - IVR script designer
    IVR script designer
  • Five9 Cloud Contact Center - Supervisor real-time statistics
    Supervisor real-time statistics
  • Five9 Cloud Contact Center - Handled interactions
    Handled interactions
  • Five9 Cloud Contact Center - Email
    Email
  • Five9 Cloud Contact Center - Email interactions
    Email interactions
Supported Operating System(s):
Mac OS, Web browser (OS agnostic)

172 Reviews of Five9 Cloud Contact Center

 

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Software Advice Reviews (39)
More Reviews (133)

Showing 1-20 of 39

Michael from Thriveworks
Specialty: Healthcare / Medicine
Number of employees: 51-200 employees Employees number: 51-200 employees

February 2017

February 2017

A-mazing! A game-changer

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

Five9 was a real game-changer for our company. If you're serious about managing your call center, you need Five9. The data you can pull is truly impressive. The dispositions for particular calls is incredibly useful. It's amazingly useful. You get far more than what you're paying for. I find the call reports to be most useful, but the features are seemingly endless.

 
 

Russ from JackThreads
Specialty: Retail
Number of employees: 51-200 employees Employees number: 51-200 employees

January 2017

January 2017

Helpful but occasionally infuriating

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

I use Five9 on a daily basis, and while it offers decent integration with other apps that we use, there are significant issues with the software. Most of the issues are tech-related and we've had to reach out multiple times to their support line. It allows us to tier our agents to ensure that our leads are not overworked.

Pros

Integration with ZenDesk makes things easy, allowing tickets to generate immediately after a call is closed out. The interface is relatively easy to use and does not require a separate window with the configuration we have enabled. Call quality is pretty good.

Cons

The Java integration is pretty rough at times. Occasionally it will have a "brain fart" and require an entire computer restart, which is super inconvenient. Other times it will drop a call or restart the station for no apparent reason. They do offer a new integration that does not use Java, but that requires the entire team switch over to the new version, plus a price bump. Also, if volume is heavy it tends to degrade the quality of calls and enhance the previously mentioned issues with the software.

 
 

Anthony from Local Splash
Specialty: Other
Number of employees: 51-200 employees Employees number: 51-200 employees

January 2017

January 2017

Great Product and Service

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

Five9's functionality is great and is easy to train my representatives on its use.

Pros

Great reporting and interface

Cons

Cost

 
 

Dan from Live Reps Call Center
Specialty: Telecommunications
Number of employees: 11-50 employees Employees number: 11-50 employees

January 2017

January 2017

COO

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

We have used Five 9 for about 4 years. We would recommend this product. It has served us well in those years. We feel we need more from our system so we may be forced to move on. But overall the service and the product is very good.

Pros

Reliable

Cons

We do not have a dash board - We need this for our reps Some other functionalities are a bit outdated.

Advice to Others

Good value - good support- A bit slow to react but they will help. The system needs to be updated in our opinion. I would use this system again if I were in the same spot I was in four years ago when I started with them.

 
 

Elias from Motorola (a Google Company)
Specialty: Software / IT
Number of employees: 201-500 employees Employees number: 201-500 employees

December 2016

December 2016

Good solution lacking some key functionalities

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

The product is simple solution. Teams which dont have complex requirements, may find this as a good fit. It's ok in terms of stats on how long your SDR team has been on phones.

The routing mechanism and logic is also decent.

The Salesforce integration did not seem to be that solid and we often found issues with it.

Pros

Simple to use
Easy to view and understand

Cons

Cannot be used for a complicated call flow
Salesforce integration is not very solid

Advice to Others

Understand your requirements well. Ensure you involve the right people to make decisions.

 
 

Jordan from Jokusupplies
Specialty: Other services
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2016

December 2016

Owner

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
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Product Quality
Quality
Support

Reporting provided is superior to a lot of programs used. Very easy to manage call center from phone numbers, voicemail, routing, and different scripting and routing options.

 
 

Sabrina from Global transfers and acquisitions
Specialty: Telecommunications
Number of employees: 2-10 employees Employees number: 2-10 employees

November 2016

November 2016

Five9 review

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

For the most part they are good. Just the prices are too high and they do not get back to you when they say they will..

Pros

Ease of use

Cons

Price and customer service is poor

 
 

John from El Super
Specialty: Food / Beverage

September 2016

September 2016

perfect way of collecting data

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
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Functionality
Product Quality
Quality
Support
Likes Best

It's seamless ability to not only make phone calls but the ability to store them. In my organization it is important to make sure we get the clients needs handled because we are a bulk industry.

Likes Least

it doesn't always integrate with our other products as easily we would like.

Recommendations

Be sure to evaluate all your needs before making this purchase.

 
 

Alexandra from LocalSpl
Specialty: Advertising

September 2016

September 2016

Decent cloud contact center solution

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

Detailed data available. A lot of customizable reports. Multiple features for campaigns.

Likes Least

Expensive. Frequent service disruptions. You are on a contract.

Recommendations

Compare to many other available options. You may find another solution that would be cheaper.

 
 

Dennis from Level 4 Funding
Specialty: Financial Services

February 2016

February 2016

Try before you but to see it is a fit

Ease-of-use

Functionality

Product Quality

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

N/A

Likes Best

Easy to use, support was very helpful. The provided a free try and answered a lot of questions. I really like the system. One of the keys you Need to consider is the head set you use. Find a good wireless one that works well. My staff seems to like to roam when they talk and I've seen they wonder all around, including me.

Likes Least

Limited CRM. Their solution is that you buy Sales Force, which maybe a good idea. One of the limiting factors is to send emails to,customers while your talking to them, to send an email you have to end the call. Would be great if you could send email while talking and have an API to MailChimp or others.

Recommendations

Worked well during the trial, if you like it get it. Going to,look at a few others before we make a strategic decision

 
 

Devin from JackThreads
Specialty: Retail

January 2016

January 2016

I help supervise a team of people using Five9.

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

Integration with Zendesk is nice. The supervisor program is pretty great, especially being able to monitor calls on the fly.

Likes Least

Constantly, multiple times a day, I have to help get associates logged on. I probably spend 1-2 hours a day trouble shooting Five9 issues. The 2-4 week lag between Java updates and Five9 supporting them can create a lot of trouble for our team. Pulling calls for QA purposes is an absolute pain, pretty tedious.

Recommendations

It's a great product when it's working. Getting it to work can often be a hassle.

 
 

Joey from JackThreads
Specialty: Retail

January 2016

January 2016

Only had problems occasionally, overall a great service for phones

Ease-of-use

Functionality

Product Quality

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

N/A

Likes Best

Easy to use, and easy to learn how to use properly with little training time

Likes Least

problems appear fairly often, but they are mostly easy to resolve

Recommendations

use customer support for any help you may need they have always been super helpful and willing to figure out any problem you may come upon

 
 

Phil from JackThreads
Specialty: Retail

January 2016

January 2016

Welcome change from previous clients

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

Most of all, I'm a fan of the integration with Zendesk. From a performance perspective, it focuses my team much more and allows for us to create a more focused KPI.

Likes Least

Many members of my team including myself have experienced a wave of technical issue recently that can be relatively handled with troubleshooting, but it appears that Java doesn't consistently play nice with our computers.

Recommendations

I think understanding your company's priorities are most important. For example, with a growing staff and limited resources, ease of use and integration into our systems were most important for us.

 
 

Omar from JackThreads
Specialty: Retail

January 2016

January 2016

Could be a very solid product if it weren't build on Java.

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

The integration with Zendesk generally works quickly and effectively.

Likes Least

The simple fact that they've built their entire system on an almost wholly obsolete plugin (Java). It doesn't run natively in most browsers (we use Chrome at work), so a desktop client has to be installed which plugs back in to a chrome tab. Unfortunately, this is plagued with constant crashes, timeouts, and so on. Worse still is that there is usually not any error messaging to indicate this, and it still appears to be functional within our Zendesk tabs.

Recommendations

While the product generally works okay, I would suggest comparing with similar options on the marketplace for a more robust desktop client or something built on HTML5.

 
 

Mallory from JackThreads
Specialty: Retail

January 2016

January 2016

Mallory Five9 Review

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

The tool itself is very helpful in how dynamic the options are when on a call with a customer. There isn't anything the software can't do that I would need.

Likes Least

It seems Five9 needs reinstalled often. Also, the lag in being Java compatible with any new updates seems to cause friction with many computers when that releases. Also, agents do get "kicked off" often without knowing it. It seems hard to predict those type of nuances. Also, it would be nice to have an account manager to reach out to when these issues happened.

Recommendations

Make sure you have an in-house tech person to help troubleshoot the issues that pop up, sometimes consistently.

 
 

Erik from Guidance Software
Specialty: Software / IT

May 2015

May 2015

This product is terrible in every way. It doesn't work.

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

Five-9 integrates with Salesforce, and allows you to click on the number and automatically dial a customer. Unfortunately this rarely works, and the software is full of bugs..

Likes Least

I spent two hours trying to configure Five-9 myself in vain. Once I finally called customer support, I sat on the phone for 30 minutes before I even found a rep to talk to. Despite being initially instructed to be up to date on my Java, i was then informed that I had a Java that was too new and not compatible. We did a screen share where it took him an additional HOUR to get my Five-9 configured, and after just one week I'm having issues getting my calling station identified and I've lost the ability to do a click-to-call.

Also, My colleagues will often call through Five-9 and end being inserted into other peoples conversations. This is obviously extremely disruptive to everyone's sales process.

Basically the tool is completely useless at this point.

Recommendations

Don't buy it! If you do buy it, make your IT department install and debug the solution before you give it to your sales force!

I have wasted tons of my selling time dealing with technical issues. I don't know of a single sales associate in my org that likes this tool

 
 

Doug from Nations Insurance Solutions
Specialty: Insurance

April 2015

April 2015

Nations Insurance Solution Survey

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

The system is very easy to maneuver. The tech support team is awesome! Everyone is willing to work together. It is like having a true partner.

Likes Least

We use the Agent Desktop Kit and the Java does not work well. Too many times we have to relaunch the dialer. I don't like that the data is purged so often. I have to create many scheduled reports so it is not lost for good.

Recommendations

I have looked at many dialers over the years and have used others. The Five9 dialer is a much better system and the reporting is good.

 
 

Douglas from EnerCom Inc
Specialty: Energy

January 2015

January 2015

Simple but full-featured; integrated CRM; great for outbound campaigns

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

Using Five9's calling and administrative features is very straightforward. Five9's software provides all the bells and whistles in an easy to use package. The integrated CRM is great for outbound campaigns using preview or predictive dialing.

Likes Least

Accessing some of the integrated CRM information can be a little bit difficult, but Five9's robust reporting system works around this limitation.

Recommendations

Compare features and price. If you're not married to SalesForce, Five9 is the best value out there.

 
 

Caitlin from Amped Media / Amped Center
Specialty: Telecommunications

December 2014

December 2014

Smaller Call Center, Big Expectations

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

We like the fact that there is a seamless way to streamline all agent and campaign data from one user interface (Supervisor or Admin app) without going through and opening multiple programs/applications.

Likes Least

The variety of reports that the product offers has been very well-thought-out; however, we least like that the product is slower at rendering a specific or generalized report than we would like.

Recommendations

While the initial setup and integration of using this software can be a bit overwhelming at first (there's a lot to take in all at once on the implementation orientations), the software itself is very user-friendly and easy to navigate around. The technical support staff is very friendly and no question is too small or insignificant to them.

 
 

Caitlin from Amped Media / Amped Center
Specialty: Telecommunications

December 2014

December 2014

Smaller Call Center, Big Expectations

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

We like the fact that there is a seamless way to streamline all agent and campaign data from one user interface (Supervisor or Admin app) without going through and opening multiple programs/applications.

Likes Least

The variety of reports that the product offers has been very well-thought-out; however, we least like that the product is slower at rendering a specific or generalized report than we would like.

Recommendations

While the initial setup and integration of using this software can be a bit overwhelming at first (there's a lot to take in all at once on the implementation orientations), the software itself is very user-friendly and easy to navigate around. The technical support staff is very friendly and no question is too small or insignificant to them.

 
 
 
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