Agents
Supported Operating System(s):
Mac OS, Web browser (OS agnostic)About Five9
Five9 is an all-in-one cloud contact center solution for inbound, outbound, blended and omnichannel contact centers world-wide.
Powered by Practical AI, Five9 enables agents to provide customer experiences across phone, email, chat, mobile, social and more.
The AI-driven Five9 Engagement Workflow uses NLP and intelligent routing to get customers to the right agent while Five9 Genius derives customer intent data to provide agents with next step guidance before they pick up the phone. Four adjustable dialing modes skip no-answers and busy signals to triple agent talk time.
Five9’s IVR with speech recognition can be used for common customer inquiries to free up agents for high-value interactions. Monitor, analyze and repor...
378 Reviews of Five9
Average User Ratings
Overall
4.19 / 5 stars
Ease-of-use
4.0
Value for money
4.0
Customer support
4.5
Functionality
4.0
Likelihood to Recommend
Not likely
Very likely
December 2019
Angelina from Synq3
Verified Reviewer
Company Size: 501-1,000 employees
Industry: Restaurants
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
December 2019
Very Useful
Five9 works excellent for incoming calls, voicemail, call records, ability to leave notes on calls, set callbacks, and search session history. Caller ID is a plus as well. When incoming calls come in the callers info I'd populated and set location configured with other software to link up with.
Pros
What I like most about five9 is its reliability. I don't have to worry about its software glitching or failing on me. I love how easy it is and it allows you to set call backs.
Cons
I can't think about any con's with using this software. I have zero complaints. I reccomend using this software to anyone.
Response from Five9
Replied December 2019
Hi Angelina, Thank you so much for taking the time to share your experience with others on this peer review site. We are happy to hear you have had such a great experience with us at Five9. Thank you again for your time. Best regards, Cindy
October 2019
Kimber from OmniEngine
Company Size: 1,001-5,000 employees
Industry: Consumer Services
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
3.0
Customer support
5.0
Functionality
5.0
October 2019
If you want the best...
The overall experience is great as you can focus on running your business rather than fighting with software. The multiple modes of dialer is extremely helpful too.
Pros
After several trials with other dialer systems and getting out of a contract with another dialer company, Five9 is simply one of the best systems for large organizations. Not only is it user friendly and easy to set up and management, the reporting functions are great and customizable. So easy to add/remove users and update skills. Uploading leads is a synch.
Cons
The ability to view agent chat sessions needs to be improved. It appears there is functionality there but in fact, you must log on as the agent to view. Upon doing so, you must kick the agent out of production.
Reasons for Switching to Five9
Nice didn't function properly with issues from lead management, to user functionality.
Response from Five9
Replied October 2019
Hi Kimber, thank you for taking the time to share your review here on Capterra. We are so happy to hear that you are having a great user experience, thank you for being part of the Five9 family. Please do not hesitate to reach out to us if we can be of any further service. Best Regards, Cindy Seto Customer Advocacy Manager
January 2021
Uma from GK
Company Size: 501-1,000 employees
Industry: Information Technology and Services
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
January 2021
Five9 Review
Great experience with Five9. I use it every day to take incoming calls from our clients.
Pros
Super easy to use. The interface of the software is easy to read and understand. Easy to navigate around
Cons
I've had some issues with Five9 accidentally connecting to a bluetooth that is no longer in use, but otherwise it's an easy software to use
Reasons for Switching to Five9
Company made the switch decision
August 2019
Christopher from Retail services
Company Size: 11-50 employees
Industry: Marketing and Advertising
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
1.0
Value for money
3.0
Customer support
3.0
Functionality
2.0
August 2019
Hard to implement, but robust
It's very robust software, but the implementation is not worth the trouble- it's made for calling a large, large body of numbers with little need to change the leads within the campaign.
Pros
Once you get it going, which isn't easy at all, it doesn't quit running.
Cons
It's horrible to implement, the support is awful, it also uses mechanics that are impossible to understand with minimal documentation.
Reasons for Choosing Five9
My management decided it for me with no input from myself, as it what he was comfortable with in different situations.
Reasons for Switching to Five9
Poor management choices left for me to implement.
October 2020
David from Nickel Keynesbury
Company Size: 11-50 employees
Industry: Financial Services
Time Used: Less than 12 months
Review Source
Ease-of-use
5.0
Functionality
5.0
October 2020
Easy Call
Excellent caller ID, call recording, call back, scheduling etc. I think this software is a primus inter paris
Pros
This software offers a great multi Caller system, kind of interesting user interface, and a robust work system. We do not experience any bizarre call drops or strange output.
Cons
The initial setup was quite tough and the customer service was not up to par. However once we got the software working, it's been excellent.
