Five9 Cloud Contact Center Software

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

thank you!

Pros

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

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.

Custom service is helpful and goes above & beyond to help get my questions answered.

Pros

We have multiple options for selection and Five9 makes it easy to triage the calls & record the incoming calls in a professional and timely fashion. We are able to access a recording minutes after it is recorded. We can also run monthly metric reports.

Cons

Outbound calls are not recorded. System does not integrate with our current intake database (salesforce).

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.

Horrible.

Pros

It works occasionally is about the only pro I have seen. ZERO CUSTOMER SUPPORT AND I HAVE BEEN CALLING FOR 2+ hours.

Cons

I have been trying to get anyone from customer service for 2 hours and nothing. This software has a tremendous amount of issues and customer support is even worse. AVOID AT ALL COSTS!!

This is a powerful product that gets the job done, and then some. Users should be willing to pay for Five9's flexibility, and expect a slow learning curve during integration.

Pros

Five9 Is a very well-known solution for call support services. This product allows users to track a wealth of call data, with features allowing highly customized, recurrent reporting.

Cons

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

I have a software background, owning my own software company for 10 years. I have never had the type of support from anyone ever. It's truly amazing how they take care of their customers.

Pros

Customer support is best I've had with any software company ever!
Extremely flexible
Wide array of features
Reliability

Cons

Requires Java and will not work if upgrade to most recent version
Very complex but once trained, it's worth it

Before we started using Five9, we used another well-known phone system. Our company grew and with it grew the challenges of effectively managing inbound calls, as well as tracking call outcomes. Five9 took our call center to another level. It's not the cheapest system, but there's a reason for that. It really helps you understand what's going on in your call center; and, as a result, become better at managing your call flow.

Pros

Five9 will help you monitor calls and track your call volume. If you're a call center, this system will help you receive calls more efficiently, track the outcome of calls, and improve your call center's performance. It has excellent reporting features and it's customizable to meet your company's specific needs.

Cons

You need to know a little about the system before you can go in and change settings. It's not as intuitive as some of the other basic systems, but then, it's not a basic phone system. Five9 does not offer voicemail extensions. That's not what it's designed for. I do wish that we could get our phone extensions from them.

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.

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

Pros

Great reporting and interface

Cons

Cost

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.

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.

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.

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

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.

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.

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

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.

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