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)

213 Reviews of Five9 Cloud Contact Center

 

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Software Advice Reviews (55)
More Reviews (158)

Showing 1-20 of 55

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
 
 

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.

 
 

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

October 2017

October 2017

Five9 is the best dialer I have used to date.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

very officiant in the use of my data. I like that all of my data gets called every month, nothing falls through the cracks.

Cons

The only problem I have with the Five9 program is the price. It is way too expensive to be able to expained the amount of seats I have open.

Review Source

  Response: Kristin, Five9, Inc.

Date: November 2017

November 2017

 

Hi Brian, thanks for posting your review. We’re happy to hear that Five9 is helping you manage and optimize your data and monthly calls. Please let your account manager know if you ever need anything.

 
 

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.

 
 

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

September 2017

September 2017

Five9 meets our Call Center needs

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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).

Review Source

  Response: Kristin, Five9, Inc.

Date: September 2017

September 2017

 

Hi Tracy,
Thanks for posting your review. We pride ourselves with our excellent 24/7 customer support and are happy to hear our call recording and reporting features are working well for you. Please don’t hesitate to reach out to your account manager if you ever have questions about any other features or integrations we offer.

 
 

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.

 
 

Alex from Integrichain
Specialty: Pharmaceuticals
Number of employees: 201-500 employees Employees number: 201-500 employees

June 2017

June 2017

HORRIBLE

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

It works occasionally.

Cons

I have been trying to get anyone from customer service for 2+ hours. ZERO CUSTOMER SUPPORT. This software has a tremendous amount of issues and customer support is even worse. AVOID AT ALL COSTS!!

  Response: Kristin, Five9, Inc.

Date: July 2017

July 2017

 

Alex, this is the not the experience we want you to have. I forwarded your feedback to your account manager and asked her to reach out to you.

 
 

stephen from thriveworks
Specialty: Healthcare / Medicine
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2017

June 2017

Provides a wealth of call information, not user-friendly

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

  Response: Kristin, Five9, Inc.

Date: July 2017

July 2017

 

Hello Stephen, thank you for taking the time to post your review. I have forwarded your feedback to your account management and ask her to follow up with you.

 
 

Richard from Valenta Enterprises
Specialty: Consulting
Number of employees: 2-10 employees Employees number: 2-10 employees

April 2017

April 2017

Customer Support is Amazing!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

 
 
 
Write a Review
Showing 1-20 of 158

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
Product Quality
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
Usability
Functionality
Functionality
Product Quality
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
Functionality
Functionality
Product Quality
Quality
Value for Money
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
Usability
Functionality
Functionality
Product Quality
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.

 

Sherrine from The Noland Group
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2017

September 2017

My experience with the Five software have been 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

This software able the call center to answer calls on a daily basis.

Pros

I enjoy the able to communicate with the staff while taking calls. The agent can instant message about questions without moving from their desk.

Cons

The software doesn't allow you to change/save information from a telephone number that reached the call center several times. The agents can't change the telephone number or caller name, so this information is enter in the comment section.

Review Source: Capterra

  Response: Five9, Five9, Inc.

Date: September 2017

September 2017

 

Hello Sherrine,
Thank you for the taking the time to post your review. We're glad to hear the coaching function is working well for you and your team. Let us know if you ever need anything.

 

Aaron from Nationwide Access LLC

August 2017

August 2017

We've been a customer for almost 6 years now. Very reliable software and support team.

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

All incoming calls are being answered and taken cared of.

Pros

Easy to use. Easy to contact support. Very reliable. The app is lightweight, even old computer would work.

Cons

Installation on new computers - It sometimes creates conflict if you have the latest Java. But after installation everything will just run smoothly.

Review Source: Capterra

  Response: Five9, Five9, Inc.

Date: August 2017

August 2017

 

Hi Aaron, Thank you for taking the time post this amazing review. We pride ourselves with our excellent customer support and are glad to hear Five9 is helping you take care of your inbound calls. Please let us know if you ever need anything.

 

Corbin from Staffing and Recruiting

August 2017

August 2017

4 year customer. Five9 is simple yet robust, meeting most of our needs.

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

Robust reporting, simple agent interface, no expensive software or equipment required, very supportive and available customer service. Quickly Scaleable. Great for small, medium, and large call centers.

Cons

Agent script requires HTML to write and is only one page. If call flow can be complicated, this is a problem. Dynamic scripting is a need for us as we grow, so this is becoming a problem. If a feature does not exist, if you put in a feature request. It is highly unlikely that they will develop the future you need though. We have experienced 3-5 service outages over there almost 4 years we have used them. This has lost us money. If they had a good interface for texting, emailing, and chatting with customers, that would be nice as well.

Review Source: Capterra

  Response: Five9, Five9, Inc.

Date: August 2017

August 2017

 

Hello Corbin, Thank you for taking the time to post this review. We're glad to hear Five9 is working well for you. Please don't hesitate to reach out to your account manager with any questions or feedback about the features we offer. We're here to help.

 

AMANDA from MSM RESULTS LLC
Number of employees: 11-50 employees Employees number: 11-50 employees

August 2017

August 2017

Highly Recommended!

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

We use a blended campaign. Five9 has made it easy for us to run all campaigns at once to all stations or even separate it so we can have certain campaigns only on one stations and the other campaign on the other stations

Pros

Honestly, I love everything about this software- It is easy to use and easy to learn. Navigation is simple and I love the fact that the team was so willing to help me learn as when I started using this program I had many questions.

Review Source: Capterra

  Response: Five9, Five9, Inc.

Date: August 2017

August 2017

 

Hi Amanda, Thank you for posting this excellent review. We're happy to hear that Five9 is helping you with your campaign distribution. Our team is here for you, so if we can ever be of service, please don't hesitate to reach out to your account manager.

 

Alexander from Demandforce
Number of employees: 201-500 employees Employees number: 201-500 employees

August 2017

August 2017

I use five9 daily at work. unfortunately this software does not work well with our CRM salesforce.

Ease-of-use

Functionality

Product Quality

Customer Support

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

I like the layout of the software, so it made my simple tasks throughout the day very easy.

Pros

I understand the layout of the software and it seems easy to use. I have no issues starting my daily tasks.

Cons

I dont like the constant bugs; auto-redialing my leads, failing to log calls into salesforce, doubling the log on some calls.

Review Source: Capterra

  Response: Five9, Five9, Inc.

Date: August 2017

August 2017

 

Alexander, Thank you for your review. I have forwarded your feedback to Demandforce's account manager who will follow up with you.

 

Katherine from Demandforce
Number of employees: 201-500 employees Employees number: 201-500 employees

August 2017

August 2017

Five9 is so glitchy

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

None, it is horrible

Pros

It is easy to use. You just place the call, not hard. Other than that, it is really glitchy and doesn't work very well.

Cons

It glitches all the time and does not record our calls. This is a very important part of my job so it is a huge hassle to deal with Five9. Would never recommend to anyone.

Review Source: Capterra

  Response: Five9, Five9, Inc.

Date: August 2017

August 2017

 

Hello Katherine, This is not the experience we want you to have. I have forwarded your feedback to your account manager who will follow up with you.

 


July 2017

July 2017

5-9 And Outbound Cold Calling

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

User interface is easy to use, the software takes the pain out of dialing, also you do get a high response rate since it’s always dialing.

Cons

I absolutely hate the fact that I have no idea what business or who I should asking for, until after the call is answered. Sometimes if you have any hardware or connection issues it could be 45 seconds after they answer before you have any idea what the business name is.

as an outbound sales agent who cold calls to build a pipeline, in my opinion you have two approaches to cold calling
1) shotgunning - otherwise known as just makinng as many calls as possible and based on law of averages you may get 1-2 prospects. If this is your business mod l then five9 is the perfect fit for your business.
2) Sniper approach - taking an intellectual approach to each call, where you know how long they’ve been in business, products/services, competitors, and other industry knowledge establishing yourself as a well informed expert. I typically use this approach and five9 has not been a good fit. IF YOU WANT TO HAVE NEXT LEVEL CONVERSATIONS WITH C-LEVEL DM’s you need to know this information before whoever answers the call.

Uploaded a list of over 5,000 prospects and for some reason over the course of calling 8+ hrs a day 5 days a week For 3 months and anaverage of 150-200 - I’ve only hit 6% utilization of the list. The software seems to get call certain numbers repeatedly.

Review Source: GetApp

  Response: Five9 , Five9, Inc.

Date: July 2017

July 2017

 

Hello, Thank you for your review. I have forwarded your feedback to your account manager who will reach out to you to help review the best practices for list management with Five9.

 

Kathy from MHEDA

April 2017

April 2017

Good for 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

Good for business with ease of use. Sales s
Is hard, this helps ,,,,,,,,,,,,very familiar with association programs. No business programs

Review Source: Capterra

  Response: Five9, Five9, Inc.

Date: June 2017

June 2017

 

Hello Kathy, Thanks for taking the time to post your review. We're glad to hear Five9 is able to help you with your sales efforts. If you ever have any questions about our features, please don't hesitate to reach out to your account manager.

 

David from JackThreads

February 2017

February 2017

Five9 for customer support

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

Five9's robust integration with ZenDesk is one of the primary reasons we've brought them on as a voice solution. It's been reliable as far as the integrity of our calls. Call recording and reporting are up to expectations. We've had some friction keeping our team updated with the correct version of Java required across the board. In general it's a solid solution with an easy integration to Zendesk, giving our team a centralized home for serving customers.

Pros

Strong integration with ZenDesk

Cons

Reliance on Javascript can be challenging with different versions flying around.

Review Source: Capterra
 

Cameron from Aging in the Home Remodelers
Number of employees: 51-200 employees Employees number: 51-200 employees

February 2017

February 2017

Five 9 rocks and rolls

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 have been using Five 9 for 5 years and it has been the the best. I have used it for inbound and outbound calls

Pros

High levels of customization

Cons

Nothing

Review Source: Capterra
 

Greg from Centrinex

January 2017

January 2017

This is the best and easiest dialer system to use.

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

We have used Five9's dialer for a while and it's helped our company a lot over the years. We have tried to use a few other companies dialers before and always come back to Five9, nothing else is as easy to use or works as efficient.

Review Source: Capterra
 
 
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