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

228 Reviews of Five9 Cloud Contact Center

 

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Software Advice Reviews (58)
More Reviews (170)

Showing 1-20 of 58

Maria from Verizon
Specialty: Healthcare / Medicine
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

April 2018

April 2018

Five9 for customer support

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

It's been reliable as far as the integrity of our calls. Call recording and reporting are up to expectations.

Cons

Five9 is somewhat pricey for what you receive, and the value proposition is questionable at times. Also complex to navigate and become accustomed to.

Review Source
 
 

Brian from Level2 security
Specialty: Other
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2018

March 2018

Good intergrations.

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

allows you to integrate existing software to streamline productivity. I use Salesforce with CRM and it works great.

Cons

Just like other Five9 software it is the most expensive on the market. I would like to see the price go down.

Review Source

  Response: Kristin, Five9, Inc.

Date: March 2018

March 2018

 

Hello Brian, thanks for sharing your great experience with our integration with Salesforce. It's great to hear that Five9 helps optimize your contact center's productivity. Let us know if we can ever be of service.

 
 

Savvy from Infobahn Softworld Inc
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2018

March 2018

A great communication tool, to contact customers.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Five9 has all the information you will need to make the right judgement calls for your call center in a reasonable price.

Cons

Technical Support has room for improvement still. In the last year, this particular service had improved tremendously.

Review Source

  Response: Kristin, Five9, Inc.

Date: March 2018

March 2018

 

Hi Savvy, Thank you for your great review. We're happy to hear Five9 has helped you make more informed decisions for your contact center. Please don't hesitate to reach out if we can ever be of service.

 
 

George from Infobahn Softworld
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2018

March 2018

Five9 is the best Solution

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

The main one is that I would like to be on "ready" while being on a campaign without receiving inbound calls. Basically pause my status on the campaign to receive regular calls.

Cons

Technical Support has room for improvement still. In the last year, this particular service had improved tremendously.

Review Source

  Response: Kristin, Five9, Inc.

Date: March 2018

March 2018

 

Hello George, Thanks for writing this excellent review. Our 24/7 customer support team strives to be a true partner to our customers so please let us know if you ever have any questions.

 
 

Tracy from Seattle Genetics
Specialty: Pharmaceuticals
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

March 2018

March 2018

Software works well for our Contact Center

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

It would be great to complete a form online that would walk through how a campaign would be set up, then it would set up a sandbox automatically that can be tweaked. It has been difficult trying to figure out how a campaign should be set up using excel spreadsheets or Visio and walking through manually.

Pros

All the functionality that is available for our Contact Center. There are so many options to choose from.

Cons

I am not much of a techie person, so learning the system and understanding the new terminology has been a challenge.

Review Source

  Response: Kristin, Five9, Inc.

Date: March 2018

March 2018

 

Hi Tracy, thank you for taking the time to write this review. Our Five9 team is always there to help so please feel free to reach out to your account manager should you have any questions about our features or functionality.

 
 

Erik from Lendmark capital group
Specialty: Financial Services
Number of employees: 11-50 employees Employees number: 11-50 employees

January 2018

January 2018

Probably the easiest dialer for users to learn

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pricey but effective

Pros

Ability to increase dials going out accordingly to users and hot times... Customized dispositions and effective calling sessions and call history

Cons

It's a bit pricey... Connection times between prospects and users are sometimes off and needs to be frequently adjusted

Review Source

  Response: Kristin, Five9, Inc.

Date: January 2018

January 2018

 

Hi Erik, thanks for posting your review. We're excited to hear that our Predictive Dialer is helping your team be more efficient and productive. Please don't hesitate to reach out to your account manager if you have ever have any questions.

 
 

Gita from Hotel Management
Specialty: Hospitality / Travel
Number of employees: 11-50 employees Employees number: 11-50 employees

January 2018

January 2018

Good Experience!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Awesome! Go for it!

Pros

It was very User friendly system. If you get stuck, support helps you with a screen share and teaches you exactly what you need to do which is nice in my opinion.

Cons

Although the price is a little on the high end you will get your moneys worth from this because it is truly worth it.

Review Source

  Response: Kristin, Five9, Inc.

Date: January 2018

January 2018

 

Hi Gita, thank you for writing this great review. We strive to be a true partner for our customers and are happy to hear Five9 is helping your business succeed.

 
 

Monika from WASHE
Specialty: Other
Number of employees: 11-50 employees Employees number: 11-50 employees

January 2018

January 2018

Great software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Great support, great product!

Pros

User friendly system. If you get stuck, support helps you with a screen share and teaches you exactly what you need to do.

Cons

A little high on price although it's a great product, the system per agent should cost a little less

Review Source

  Response: Kristin , Five9, Inc.

Date: January 2018

January 2018

 

Hello Monika, thanks for this amazing review. We’re very proud of having the best support team in the industry and are always happy to help. Let us know if we can ever be of service.

 
 

Aleesha from FortuneBuilders
Specialty: Real Estate
Number of employees: 201-500 employees Employees number: 201-500 employees

January 2018

January 2018

Five9 is the Go-To in Call Center Software

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Value for Money

Five9 is awesome, I will forever be a fan of this call center program! Keep up the good work!

Pros

Five9 provides the best ease of use I have seen in call center software. I love the monitoring features and ability to pull reports on all of my representatives. Another pro of Five9 is the reliability, this program almost never crashes!! Even when we are performing with full capacity, it never lets us down.

Cons

As with any program there is always room for improvement. When pulling reports in the program, sometimes the numbers seem to be skewed. I wish it had an explanation on how it computes the metrics.

Review Source

  Response: Kristin, Five9, Inc.

Date: January 2018

January 2018

 

Hi Aleesha, thank you for taking the time post this excellent review. We’re very glad to hear that Five9 is working so well for you. Please don’t hesitate to reach out if you ever have any questions.

 
 

Chris from Lotus International
Specialty: Other services
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2017

December 2017

IT Administrator

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Great system, a lot better than other call center software.

Pros

The Pro's for Five9 CRM, I can access and edit from anywhere anytime. I am constantly on the move and never know when or where I will be working.

Cons

I feel as if some of the pricing is not very clear at times, there is not a clear reason to what some of the charges are for.

Review Source

  Response: Kristin, Five9, Inc.

Date: December 2017

December 2017

 

Hello Chris, thank you for taking the time to post your review on how easy it is to adjust your campaigns based on your business needs. Please let us know if we can ever be of service.

 
 

Carlos from UNICOMER
Specialty: Retail
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2017

December 2017

Awesome

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Thanks Five9, because you give to our business a solution

Pros

Is a very friendly system strong. With different options to dial in and out mix inbound with outbound calls

Review Source

  Response: Kristin, Five9, Inc.

Date: December 2017

December 2017

 

Hi Carlos, thanks for your review. We’re happy to hear our blended solution is working well for you.

 
 

Susan from ClearCost Health
Specialty: Healthcare / Medicine
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2017

December 2017

Well organized software, well prepared team

Ease-of-use

Functionality

Product Quality

Customer Support

Keep up the good work!

Pros

This program is very easy to learn making training a snap. Online support and telephone tech support are fast and available.

Cons

Very sensitive to fluctuations in internet connectivity: all other programs will still be running but the five9 app will need to reconnect.

Review Source

  Response: Kristin, Five9, Inc.

Date: December 2017

December 2017

 

Hi Susan, thanks for posting your excellent review. We pride ourselves with the best customer support team in the industry, so please don’t hesitate to reach out to us if you ever have any questions.

 
 

Kathy from Barrett & Farahany
Specialty: Legal
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2017

December 2017

Pretty pleased overall!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Reliable software for handling our incoming calls, like the fact that I can define campaigns and see where each call is coming from, like the reporting features for the most part (see one drawback below in "cons"). Connection is pretty good most of the time if using a hard-wired headset. Good customer service, very responsive and good at following up.

Cons

Don't like the fact that since we've installed Skuid we cannot get Five9 to sync records with Salesforce, which has created numerous issues with duplicate records. Was working with you all to get this situated, but the attempted fix created a massive crash in the middle of our business day and I haven't been able to revisit for fear of doing that again. Maybe we can plan to work on it with you after hours...
Also don't like the fact that the reporting reports "ready state" whether in "ready voice" or "ready VM" or "ready voice and VM." Would like to have a separate reporting for "ready VM," which is a state we would not like to pay our agents for b/c it does not result in live answers, and "ready voice" or "ready voice + VM," which are states we do want to pay our agents for b/c the calls are answered live when those are the choices (unless all agents busy, of course).

Review Source

  Response: Kristin, Five9, Inc.

Date: December 2017

December 2017

 

Kathy, thanks for writing your review. I have reached out to your account manager who will reach out to you shortly. Please do let us know if you have any questions about Five9 features or reports; we’re here to help.

 
 

Doug from Certified Termite & Pest Control
Specialty: Professional Services
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2017

December 2017

Five9 is the best Cloud based VOIP system we have found

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

We have tried about 6 different companies for our call center and Customer Service Agents and Five9 by far is the best solution. There are cheaper systems out there but you definitely get what you pay for. In my experience the lower cost solutions will cost you more money to implement and manage than just using Five9 to start.

Pros

There are a lot of things we like about Five9. The service and customer support is very good. They are timely and everyone we have worked with is very knowledgeable. The system itself is very user-friendly. Since you are so involved in setting the system up you quickly become familiar with how to work with it and how things actually work.

Cons

Initially I had concerns about the pricing with Five9's product compared to several other companies. I actually hired 3 different companies and ended the relationships with 2 before even getting them implemented. The customer service and setup of their systems was a nightmare. One took over 2 months to even get setup and after that several things we were promised didn't work. The 3rd company we used for about 6 months and had issue after issue and promise after promise not met. I came back to Five9 as it is worth the investment for my company.

Review Source

  Response: Kristin, Five9, Inc.

Date: December 2017

December 2017

 

Hi Dough, thank you very much for posting this excellent review. We strive to be a true partner to our customers, and our customer support team is one of the things that sets us apart from other vendors. Please let us know if we can ever be of service.

 
 

Pashali from CBC National Bank
Specialty: Banking
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2017

November 2017

Still getting used to the system.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Easy to add users and drop users. Easy to add lists, although you need to take extra steps to delete old leads without deletkng old lists.

Cons

Administrator and supervisor not in the same systems, in different tabs. Could be combined. Also, integrations really expensive.

Review Source

  Response: Kristin, Five9, Inc.

Date: December 2017

December 2017

 

Pashali, we’re happy to hear Five9 is working well for you – thanks for posting your review. Please don’t hesitate to reach out to your account manager if you ever have any questions.

 
 

Joshua from Vivint
Specialty: Retail
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

November 2017

November 2017

Good except for not being able to switch between calls

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Five9 has a modern look. It is easy to learn and use. It's a softphone dialer which is always a positive. It works with wireless headsets.

Cons

I don't like that you can't switch between calls. I wish there was an end call without having to disposition a call.

Review Source

  Response: Kristin, Five9, Inc.

Date: December 2017

December 2017

 

Hello Joshua, thanks for taking the time to post your review. We’re glad to hear Five9 is working well for your contact center. Please feel free to reach out to your account manager if you have any questions about the functionality or features of Five9.

 
 

Debbie from Beazer Homes
Specialty: Construction / Contracting
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

October 2017

October 2017

Overall Five9 has been a good phone applet for us

Ease-of-use

Functionality

Product Quality

Customer Support

Overall you guy do a great job

Pros

For the most part Five9 works pretty well. What I like most about Five9 is that its integrated with SalesForce so we only have to put our notes in 1 time.

Cons

Occasionally your servers go down so we are down so If that happens we end up being dead in the water, fortunately that doesn't happen alot

Review Source

  Response: Kristin, Five9, Inc.

Date: October 2017

October 2017

 

Debbie, We're glad to hear that our SalesForce integration is helping you eliminate redundant tasks and makes your team more efficient. Thanks for posting this review and please let us know if you ever have any questions.

 
 

Jackie from SeaGen
Specialty: Pharmaceuticals
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

September 2017

September 2017

all good

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

thank you!

Pros

We have had very few technical issues. When they have occurred there is a quick resolution. Thank you!

Review Source

  Response: Kristin, Five9, Inc.

Date: September 2017

September 2017

 

Hi Jackie, Thanks for taking the time to post your review. We at Five9 care about our customer’s success and strive to provide excellent customer service and support. Please let your account manager know if you ever have any questions.

 
 

Greg from Telecom
Specialty: Telecommunications
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

September 2017

September 2017

Five9

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Five 9 is a versatile and dynamic platform to use. Depending on the KPI's your center is looking to achieve there are numerous options and settings to make that possible.
Some of the options were eye opening and with the efficiencies seen we saw a spike in production immediately

Pros

It is a very easy platform to learn. Our agents liked the features it offered, with different skills and campaign sets. The support team from implementation to ongoing support is very helpful. Our account manager and TAM respond in a timley manner and are genuinely invested in how the business is doing.
The price is reasonable compared to other providers.

Review Source

  Response: Kristin, Five9, Inc.

Date: September 2017

September 2017

 

Greg, Thank you for posting this excellent review and for sharing how Five9 has helped boost your contact center’s efficiency and productivity. If we can ever be of service, please let your account manager know.

 
 

Trinidad from Guaranteed Rate
Specialty: Mortgage
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

August 2017

August 2017

Great Dialar

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

I think the system is amazing. All you do is sit there and it dials for you - so I cant complain about that

Cons

I'll sometimes have problems with either connecting my headset and people telling they cant hear me when im speaking on the phone.

Review Source

  Response: Kristin, Five9, Inc.

Date: August 2017

August 2017

 

Hello Trinidad, Thanks for taking the time to post your review. We’re happy to hear our dialer is working well for you. If you ever have any questions, please don’t hesitate to reach out to your account manager.

 
 
 
Write a Review
Showing 1-20 of 170


April 2018

April 2018

Overall great

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Overall support was always helpful and 100% there through learning curve. User friendly. Web based and easy call flow

Cons

The recycle of calls if no answer. Seem to come around to quick and causes customers to compain on too many calls

Review Source: Capterra

  Response: Five9, Five9, Inc.

Date: April 2018

April 2018

 

Hello, Thank you for your great review. We pride ourselves with the best support team in the industry and are glad to hear that our team is always there for you. Please don't hesitate to reach out if you ever have any questions about how to best use our features to meet your business needs. We're here to help.

 

Bethany from Sbga
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2018

April 2018

I work with this daily making inbound and outbound calls

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

I learned another software that multiple businesses in the industry use

Pros

I can see what I'm calling it there is no information imputed by opening the phone number in Google.

Cons

I don't like that you can see how many calls you have taken but you can't see your talk time . I have to manually add it up.

Review Source: Capterra

  Response: Five9, Five9, Inc.

Date: April 2018

April 2018

 

Hello Bethany, we're glad to hear Five9 is working well for you. Thanks for posting your review. Our team is here to help, so please don't hesitate to reach out to your account manager if you have any questions about any of our features.

 

Luis from Demandforce

April 2018

April 2018

Experienced plenty of times were the software was down and was not able to make any calls.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

What I like the most about the software is that it makes it easy to dial and fast when is working correctly and integrates well with other systems.

Cons

It some times has errors with its functionality and features which can cause you to mistreat accounts. Drop calls and simply make the communication experience unpleasant. For example: echo on the call or lagging on the sound.

Review Source: Capterra

  Response: Five9, Five9, Inc.

Date: April 2018

April 2018

 

Hello Luis, thank you for writing your review. This is not the experience we want you to have. I forwarded your review to your account manager and asked him to reach out to you directly.

 

Sven from Gardio AB
Number of employees: 11-50 employees Employees number: 11-50 employees

April 2018

April 2018

By far the best Saleforce dialer but very complex to set up. Lacks basic process out of the box.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

The only automated dialer app for outbound calls I have found that actually works with Salesforce. Fast and reliable, handles prioritization of lead pipe in near realtime, flexible in setting up campaigns and rules. Inbound is also powerful, and blending in/outbound works like a charm. Once I got it working it is by far the best Salesforce dialer (I have tried all the big ones!).

Cons

Thousands of settings in various places so very difficult to setup. Lacks basic sales process in the out of the box setup (eg no scheduling of callbacks) so took months of experimenting with Salesforce workflows etc to build a working sales process. Had big problems before we finally got it right, and the sales team initially hated it because of all the problems.
Inbound is soooo complex that I do not even dare to touch the flow setup myself.

Review Source: Capterra
 

Simon from Human Call Centers, LLC
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2018

March 2018

We have used five9 for around three years. It is part of our success story.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

It is fast to setup new campaigns. It is fast to pull results. It makes our business efficient.

Pros

The level of customization possible with the reporting is astonishingly good. Programming an IVR - any type - is fantastic. The web interface for the agents is way better than the java version, so much more intuitive.

Cons

The worksheet function only allows one question per sheet/page. This makes it a little inefficient for the agent if they have to ask a lot of questions

Review Source: Capterra

  Response: Five9, Five9, Inc.

Date: April 2018

April 2018

 

Hello Simon, we are excited to hear that Five9 is part of your business' success story. Thanks for writing this excellent review.

 


March 2018

March 2018

full featured and robust calling tool

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

I like the multiple features that are packed into this software calling tool. It allows not only for auto dialing but the predictive dialing as well.

Cons

The minimum 3 seats for a purchase might be a bit steep for little new companies just starting out,

Review Source: Capterra

  Response: Five9, Five9, Inc.

Date: March 2018

March 2018

 

Hello, Thank you for your review. We're glad to hear our predictive dialer is working well for your business. Let us know if you ever have any questions.

 


March 2018

March 2018

Implemented in a startup call center

Ease-of-use

Functionality

Product Quality

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value

Being on a cloud based software with no hardware. Increased sales.

Pros

Implementation was a breeze since they walked us through the process. Support was great even though it was outsourced. The automated dialer worked well for my lead gen team.

Cons

The call plan functionality was clunky. The company didn't integrate updates quickly. Didn't work well with wifi connections.

Review Source: Capterra

  Response: Five9, Five9, Inc.

Date: March 2018

March 2018

 

Hello, Thanks for posting your review. Your business' success is our priority at Five9, so please don't hesitate to reach out to your account manager if you ever have any questions. We're here to help.

 

Ben from City Auto Mall

March 2018

March 2018

Awesome Phone Software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

We were running into a problem with our sales staff not logging their phone calls. This product helped find lost sales.

Cons

None. It was very easy to set up and use. Like I said above, we were able to find a couple deals that our staff dropped the ball on

Review Source: Capterra

  Response: Five9, Five9, Inc.

Date: March 2018

March 2018

 

Hello Ben, Thanks for taking the time to post this amazing review. We're excited to hear that Five9 is helping your sales team succeed. Let us know if we can ever be of service.

 

Ashley from Filters Fast LLC

March 2018

March 2018

Confusing and Difficult

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

I like it for phone support. Seems easy to use and navigate. It's organized and the functions are easy to control for the phone aspect of it.

Cons

Very confusing regarding the email portion of the program. It's not very organized or easy to use. Do not like the set up.

Review Source: Capterra

  Response: Five9, Five9, Inc.

Date: March 2018

March 2018

 

Hello Ashley,
Thank you for taking the time to post your review. We want to ensure that you are able to use all our features to maximize your contact center's performance. Please don't hesitate to reach out to your account manager if you have any questions about our features.

 

Bob from Construction

February 2018

February 2018

This is a great product.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

The call reports are key. You can see what lists are providing the best leads and at what time. When you are calling in different area codes the dialer will automatically create the correct area code,

Cons

They strictly regulate the drop call ratio. As a call center, this is the most frustrating part of this software.

Review Source: Capterra

  Response: Five9, Five9, Inc.

Date: February 2018

February 2018

 

Hi Bob, thank you for taking the time to write this great review. We pride ourselves with the most advanced reporting features in the industry and we're excited to hear the reports are boosting your contact center's performance. Please don't hesitate to reach out should you ever have any questions.

 

Janna from Daxko
Number of employees: 201-500 employees Employees number: 201-500 employees

February 2018

February 2018

Very good call center software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

I used this Five9 for 1.5 years at my company, and I found it easy to use for both inbound and outbound calls.

Cons

I noticed some issues when the internet connection was slow - Five9 would sometimes go down without warning and need to reconnect.

Review Source: Capterra
 

Jennifer from Vega

December 2017

December 2017

It does basic calling and transferring.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
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Quality
Value for Money
Value
Support
Pros

it links up the phone number to our customer's profile in Netsuite for easy access. It makes transferring easy to other members in the office as well as seeing if other Five9 members are available or not.

Cons

I don't like that you don't get a list of phone numbers of calls that have come in. Many times I needed to call back, and there is no way to retrieve if you don't do it right away.

Review Source: Capterra

  Response: Five9, Five9, Inc.

Date: January 2018

January 2018

 

Hello Jennifer, Thank you for posting your review. We're glad to hear your NetSuite integration is working well for your business. I have asked your account manager to reach out to you with more information about our reporting features. We're here to help, so please don't hesitate to reach out to us directly if you ever have any questions.

 

Cecelia from Neighborworks Sacramento Region
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2017

December 2017

Five9 was easy to use when calling delinquent homeowners. Setting up call campaigns and loading

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Functionality
Functionality
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Quality
Value for Money
Value
Support

Able to make multiple call passes on the campaign.

Pros

Able to set up different call campaign to your needs on your delinquent customer. You can call the more delinquent customer first, do a no call campaign and set up the dialer to call the homeowner how every many times you need to. The dialer will remove disconnected call so that you not calling them over and over again during the campaign. The reports were very helpful when trying to see what or how many call were made by the employees.

Cons

It was hard to understand some of the employees at the helpdesk. You were not able to know how many passes you made on a call. The reporting was complicated on this information.

Review Source: Capterra

  Response: Five9, Five9, Inc.

Date: December 2017

December 2017

 

Hello Cecelia,
Thanks for posting your review on how Five9 helped you execute your campaign more effectively. If you ever have any questions about our reporting features, please don't hesitate to reach out to your account manager.

 

Nina from Vega

December 2017

December 2017

Could be an even better system!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Easy to use, integration with other programs and all you need is headphones and a computer and you can take your calling anywhere!

Cons

Lots of issues with integration not working. Transferring calls to other non-Five9 programs have been difficult for my agents.

Review Source: Capterra

  Response: Five9, Five9, Inc.

Date: December 2017

December 2017

 

Hi Nina,
Thank you for your review. I have contacted your account manager and asked her to reach out to you regarding your third-party integrations. Please don't hesitate to reach out to her as well if you ever have any questions.

 

Jacob from CKE Restaurants, Inc.

December 2017

December 2017

Excellent solution and quickimplementation turnaround.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Quality
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Value
Support

Met urgent needs for IVR. Excellent, proven product.

Pros

The software allows for flexible management of IVR and agents. Even a small call center environment can benefit from the better visibility and control offered by Five9. On a short deadline, Five9 was able to configure and implement the solution to meet our urgent requirements. Also, the tools are easy to operate, lessening the dependence on support after implementation.

Cons

The software GUI could use some updating. This doesn't affect the functionality or ease of use, but the administrative tool especially feels dated.

Review Source: Capterra

  Response: Five9, Five9, Inc.

Date: December 2017

December 2017

 

Hello Jacob,
Thank you for taking the time to write this excellent review. We're glad to hear that our quick turnaround and implementation helped you meet the urgent needs of your call center. Please don't hesitate to reach out if you ever need anything.

 


November 2017

November 2017

Successful and easy platform

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Quality
Value for Money
Value
Support

Being able to look at data and listen to calls.

Pros

This is great for smaller call centers. Very user friendly and easy to navigate. The thing I love about five9 is the information you can gather on your call floor. There are tons of stats and pie charts that depict the type of calls your taking and how long things are taking. It's a great place to start because it can inspire you in ways that you might need to grow as a company.

Cons

I don't know that this would be the best option for a large call center, though it could be! This software is very dated though. It could really use an update.

Review Source: Capterra

  Response: Five9, Five9, Inc.

Date: November 2017

November 2017

 

Thank you for this great review. We're happy to hear that our reporting features are giving you the insights you need to grow your business. Please don't hesitate to reach out to your account manager should you ever have any questions.

 

David from N3
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2017

October 2017

Five9 is an easy to use web-based call center platform

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Much better view of what our call center was doing. Recorded calls are awesome.

Pros

Five 9 is easy to us. You can customize it however you want. Adding additional phone numbers or agents is a snap. The account managers we have been assigned have been great. The people they assign to you durning deployment were extremely knowledgeable.

Cons

Call statistic data only saved for 60 days. Should have a way to save all data locally or keep it on their server for at least 2 years. Makes trending difficult. You can export reports but if you didn't know you need something and then the 60 days have elapsed you are out of luck.

There should also be a way to use the administrator functions on the web via a java applet. It would help out being able to make emergency changes on a cell phone.

Review Source: Capterra

  Response: Five9, Five9, Inc.

Date: November 2017

November 2017

 

David, Thank you for posting your great review. Providing "great customer experiences every time" is our vision, and we're excited to hear that your customer experience has been excellent. We're here to help, so please don't hesitate to reach out to your account manager should you ever need anything.

 

Madelin from Slingshot Inc

October 2017

October 2017

Easy to use and works well in a call center environment.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Five9 has many reports and ability to pull old calls out and listen to them. This really helps when we need to double check a customer's name spelling or address. It is very straightforward and simple to use. My favorite is the many options for 'states' you can be in. Whether you're available for a call, on a break our outbounding. We were able to customize the states we needed.

Cons

You have to be careful to not upload too much information. We used to keep 'profiles' containing company information, which would pull up with the call. The problem with this is that it was too much to handle, and it would take 10 minutes to boot up, and be ready to take a call. We have since changed these profiles, which has solved the issue.

Review Source: Capterra

  Response: Five9, Five9, Inc.

Date: October 2017

October 2017

 

Hello Madelin, Thank you for taking the time to post this review. We're happy to hear Five9 is working well for you. Please don't hesitate to reach out to your account manager if you ever have any questions.

 

Thomas from Kalkomey
Number of employees: 51-200 employees Employees number: 51-200 employees

September 2017

September 2017

The software does 99.9% of what I need it to do.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Insight into our contact center!

Pros

I enjoy the ease of use and convenience. It's nice to have a major call center phone system that I -a call center manager- can manipulate with IT's assistance.

Cons

The agent tools leave a little bit to be desired. We use a Zendesk Softphone adaptor, which is prone to glitching. The softphone has caused the a few headaches.

Review Source: Capterra

  Response: Five9, Five9, Inc.

Date: September 2017

September 2017

 

Thomas, Thanks for your review. It's great to hear that our reporting features and ease of use are helping your call center succeed. Please don't hesitate to reach out to your account manager if you ever have any questions.

 

brent from Foundry26
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2017

September 2017

Great for a small business!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

The largest benefit was the ability to control our own phone system instead of using a out of the box solution from another vendor. We are able to quickly set up campaigns and get to work.

Pros

I like the way you can easily set up a call campaign and be ready to make calls within minutes of installation.

Cons

I am not a fan of the low number of updates/advances in the software. We have been using Five9 since January 2017 and just saw our first update. In January when we addressed some basic features, we were told they should be resolved in the "next update". It took 7 months for the update.

Review Source: Capterra

  Response: Five9, Five9, Inc.

Date: September 2017

September 2017

 

Hello Brent,
Thank you for posting your review and for sharing how Five9 has helped you accelerate your campaign setup. Please don't hesitate to reach out to your account manager if we can ever be of service.

 
 
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