When I worked at the call center over the web Fivenine was a quickly learnable calling program. It had minimal need for upkeep on my end aside from making sure to refresh the screen if no calls were coming in, so that the screen did not fall asleep due to being a virtual computer system. Actual program updates were also rare, it was fairly statuc and generally reliable.

The ability to tell when calls are coming in and going out is critical to a call center. I've worked at call centers before in the insurance enrollment world in both English and Spanish. Call data tracking matters to keep tons of data secure, while giving accountability to a company should the caller divulge data like their social security number or home address. These are strictly confidential and the call program working right is a major factor. Whether someone is using a script or has general guidelines, the most important aspect is the call itself coming through and not dropping, Five9 is able to record audio crystal clear for later playback.

If your internet is going in and out the program does take a while to boot up. It also doesn't have any in-built noise reduction or increasing features, so the caller audio may change call to call and cause a need for rapid audio changes depending on the call.

We've using Five9 for change management and some of our workforce engagement, and it has been a great experience so far when paired with our learning management system for learning and improvement assignment. The UI is fairly intuitive, so out managers and directors have been quick to pick it up and apply to our growing initiatives.

Five9 support is fantastic, and the UI intuitive enough for the majority of our managers and directors to pick up relatively quickly. We use NICE Engage as well, and this platform is far superior.

Five9 has not been as widely adopted within our managers as WalkMe had been amongst our general users. The UI is easy to use, but could use some updating.

Overall there is more reliable call center software out there besides Five9. I would prefer to use software that was more difficult to use and would require more instruction than an easy to use software like Five9 that is less reliable with its glitching, freezing and shutting down.

The software itself is easy to use after some brief training time. It is very easy to receive inbound calls and there is a easy to recognize sound when a call is coming in and outbound calls are easy to make in the dialer. There are many ways to customize the user experience by adding different 'roles" for employees that are using the software. This way you can customize which employees receive what calls based on their department and what they are trained to handle.

The software crashes A LOT. As a user I have had the software crash multiple times while I was in a chat, on a phone call with a customer or in the middle of writing an email. I have had the software freeze during a chat and then log me out of the system.

Tracking calls in queue, recording and live listening to active calls.

Does not track number of agents on calls very well, only shows active names, not a total # of agents.

Amazing experience as an agent Supervisor desktop is great for real-time monitoring As an admin it’s straight forward and easy to setup

Easy to use, easy to setup, features & functionality, cloud solution, supervisor desktop, browser adaptor

Wallboard feature to share data as a link is required New Integrations with newer brands are required customizations take longer to build

Quick deployment, reliable product and allowed us to significantly reduce headcount and improve operational efficiency

After implementing several other call center software programs that did not meet our requirements, Five9 offers such a rich feature/function set and meets all our needs. The sales, implementation and support experience has been superior compared to their competitors.

From and IT perspective, the help desk/customer support team's knowledge is lacking. Most of our inquiries are not able to be addressed by 1st level

Overall experience is very astounding , the software itself is again very easy to use, support is always ready to help you, very recommendable to my friends and I am looking forward to use Five9 in the years to come.

From the very first day I started using Five9 I was amazed by how this software can do for you, it is very user-friendly and most of all their support team is very helpful. Doing inbound and outbound calls to people is very easy and It makes my job a lot more easier than the usual.

Everytime that there is an update on the software there will be errors that will pop right after, or giving me a hard time logging in again, I hope that they can do something about this very soon.

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!).

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.

The company uses Five9 as out telephone services. Can received calls and make calls Five9 lets you know about your internet strength.

If the call drops I have the telephone number to call back. It also give the queue volume which lets you know how long the client is waiting.

Five9 integrates with Zendesk, If zendesk doesn't work neither does Five9

It works well if you don't need to deep-dive on call and ticket data in the future, in which case you would need to shell out additional payment per agent to be able to have your data stored for longer within the ecosystem

Easy to use as a standalone, web-based inbound and outbound calling tool, good reporting capability and monitoring

Records are only retained for 60 days and this encompass both reports as well as recording databases. Even downloaded record data is erased remotely!

Nice integration with salesforce. Being able to leave notes right after a call is helpful. I like the call disposition functionality.

It's clunky. The phone lines just flat out wouldn't work sometimes.

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.

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).

They provide business solutions on a reasonable price. Their customer service is amazing. I haven't had any issues with how their tech or customer support team handle any issues we bring up. They are very personable. I just hope they launch web app for supervisor view that's included in the premium.

It's easy to use and accessible as long as internet is available. Supervisor views are customizable to fit preference and requirements. Agent applet/softphone app is very user-friendly. It is not intimidating because it looks simple yet professional.

Reporting is a pain. It does not show the numbers that will make sense in a BPO setting. Java based application for Supervisor is also excruciating especially if Java version in the PC is not compatible. Good thing agent applet has web-based option now.

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.

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.

Five9 was a huge investment into our call center.

The reporting features impress me daily. There is a wealth of information coming through your call center each day. If you're not capturing it properly or tracking it, you losing revenue and productivity. Five9 helps you grow your business by not just collecting the data, but understanding it. You'll be able to identify time waste and increase the quality of caller experience

If you're not going to do anything with the data, don't collect it. The reporting features are awesome, so if you're not into that, this may not be right for you. It's also more expensive that other entry-level systems. I wish Five9 would offer phone #s and extensions.

I love the reporting capabilities in Five9. After working with Cisco for the past 3 months, I've realized how much easier and customizable the reporting tools are in Five9.

The functionality could be a little bit better. Being able to toggle between calls when you put a client on hold is a MUST and I'm shocked it's taken this long for Five9 to address this issue. And as much as I love the reporting capabilities, sometimes interpreting the data is not the easiest and customer service does not provide you with any help. An example would be running two separate reports on the same data, but acquiring different results. Data often does not match when it should.

Voicecall plays a vital role in our job since this is where our operations revolve and how we resolve our customer's concern. I could definitely say that Five 9 is an effective softphone where calls are effectively monitored and delivered to us. There are also seldom reports of tool problem when it comes to this platform, it's performance is deliberate and helpful in making sure our workflow is smooth.

One enhancement that can certainly be helpful to users and management is if the tabs used are smaller and if the call history can be overviewed through hovering through the icons. Without having to leave your current call. This way you may check on other variables from five 9 even though the softphone is minimized.

We normally have an amazing time with Five9 but when their systems go down they are really bad at communication and support during that time and that is extremely frustrating.

Five9 is a very powerful and reliable cloud contact center that helps us achieve all of our business objectives for our customers.

Price and some parts of the system are still Java based. It has created issues regarding sending and receiving data because Five9 is stuck in the past with their API, which needs to change.

Able to make multiple call passes on the campaign.

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.

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.

I have used this at 3 separate companies and there isn't a complicated learning curve and their help section is very detailed with extensive training modules that you can reference easily.

The one thing that I'm not thrilled with is the `Supervisor area. It's cumbersome to try and sort the view and it would be nice if there was a find feature so I can locate an agent without resorting everything by name and then re-clicking a dozen times to put everything back.

My overall experience with Five9 has been positive. I have used other applications for these same business operations and experienced consistent service interruptions and crashing. But, Five9 has not had those same issues in my experience and allows our operations to run smoothly for telesales agents, customer service, and leadership alike.

Five9 allows remote agents and call centers alike to track their inbound calls, outbound calls, auto dial out, record those calls for quality and regulatory purposes, live monitoring, live coaching, etc. It truly makes all telesales operations possible AND support operations run smoothly.

When pulling a call recording in Five9, I do wish there was a way to adjust the speed of the recording and jump to timestamps in a more efficient way.

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

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.

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.

Very happy with Five9. It's allowed us to scale our internal call center

Not only does the Five9 platform have great VOIP features, it also has a great set of manager tools to monitor and audit calls. The call center can run smoothly with its wide variety of utilities.

The manager application is still a java app. Its 2019, everything should be web-based.

It has not been a great one, but unfortunately my company requires its use. I am not satisfied with the overall functionality of the application and am highly disappointed in the call transferring capabilities.

It is great that I can sign in fairly easily when first accessing the application, it loads quickly but that is about where the praises end.

The software is clunky, it is hard to find what you need when using it, even someone like me who has used it for a while now. The transferring feature almost never works, and connecting to microphones and headsets is almost beyond impossible when first logging in. I need to mess with the settings for a good five minutes before I am able to do anything.