Five9 Cloud Contact Center Software


 

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 report on the contact center’s performance with real-time metrics and dashboards, and automatically sync all interactions with CRM. 

The contact center can be up and running in a matter of days and can be scaled up or down based on business needs.

 

Five9 Cloud Contact Center - Agents
 
  • Five9 Cloud Contact Center - Agents
    Agents
  • Five9 Cloud Contact Center - Agent dashboard
    Agent dashboard
  • Five9 Cloud Contact Center - Supervisor dashboard
    Supervisor dashboard
  • Five9 Cloud Contact Center - Handled interactions
    Handled interactions
  • Five9 Cloud Contact Center - Email
    Email
  • Five9 Cloud Contact Center - Email interaction
    Email interaction
Supported Operating System(s):
Mac OS, Web browser (OS agnostic)

244 Reviews of Five9 Cloud Contact Center

 

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Software Advice Reviews (61)
More Reviews (183)

Showing 1-20 of 61

Michael from Thriveworks
Specialty: Healthcare / Medicine
Number of employees: 201-500 employees Employees number: 201-500 employees

April 2018

April 2018

Take Your Call Center to the Next Level

Ease-of-use

Functionality

Product Quality

Customer Support
N/A

Five9 was a huge investment into our call center.

Pros

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

Cons

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.

Review Source

  Response: Kristin, Five9, Inc.

Date: May 2018

May 2018

 

Thank you for posting this great review, Michael. We’re excited to hear that our reports are helping you increase your review and productivity. Please don’t hesitate to reach out if we can ever be of service.

 
 

Oscar from Centura Health
Specialty: Healthcare / Medicine
Number of employees: 10,000+ employees Employees number: 10,000+ employees

April 2018

April 2018

Reporting made easy!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

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.

Cons

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.

Review Source

  Response: Kristin, Five9, Inc.

Date: May 2018

May 2018

 

Hi Oscar, thanks for sharing your review about our reporting features. It’s great to hear the report are working well for you. Please feel free to reach out to your account manager should you ever have any questions about the reports or any other features.

 
 

Maurizio from VIVITALIA SRL
Specialty: Distribution
Number of employees: 2-10 employees Employees number: 2-10 employees

April 2018

April 2018

Terrible experience

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I bought this service to integrate in in netsuite. They promise me to refund the amount in case the service doesn't meet my needs, this not happend. A lot of emails to the customer care and administrative rep without answer. Terrible experience, absolutely NOT reccomended!

Pros

Absolutely nothing of positive, al lot of missing functionalities in netsuite integration. Terrible customer care!

Cons

Terrible experience, not adeguate pre-sales support, not adeguate technical support, no answer from administrative rep.

Review Source

  Response: Kristin, Five9, Inc.

Date: May 2018

May 2018

 

Hello Maurizio, this is not the experience we want you to have. I have forwarded your review to your account manager who will be in touch with you.

 
 

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

  Response: Kristin, Five9, Inc.

Date: May 2018

May 2018

 

Hello Maria, Thanks for taking the time to post this review. We’re glad to hear that 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 any questions.

 
 

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.

 
 
 
Write a Review
Showing 1-20 of 183


May 2018

May 2018

I used this everyday at work to make outbound calls. Easy to use and show a new colleague how 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
Pros

There will be updates that are not automatically sent in. So sometimes the system is buddy or glitchy.

Cons

All the updates that the software goes through. At times when you are in the middle of the work day, it will glitch during a call.

Review Source: Capterra
 

Cindy from Myron Corp

May 2018

May 2018

All cal centers should use it!

Ease-of-use

Functionality

Product Quality

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

When I started at Myron Corp, I used too be at the call center dept. We used five9 to manage all the accounts/calls. It helps you to keep track of your calls and if you're supervisor give you a lot of organized information.

Cons

Once five9 was down we stoped all calls. Rarely happens but in 5 minutes we may have lost 300+ calls.

Review Source: Capterra

  Response: Five9, Five9, Inc.

Date: May 2018

May 2018

 

Hi Cindy,
It's great to hear that Five9 has been working so well for you. Let us know if we can ever be of service.

 

Nemyee from HCE

May 2018

May 2018

Easy 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
Pros

Five 9 is a very proactive and practical dialing software, it helps us to record and track any important calls.

Cons

Sometimes the program stops working for a bit, but their customer service is amazing they help us really fast to solve any issues.

Review Source: Capterra

  Response: Five9, Five9, Inc.

Date: May 2018

May 2018

 

Hi Nemyee, we're glad to hear our dialer and recording features are working well for you. Thanks for writing this great review. Our customer service team is here for you 24/7, so please let us know if you ever have any questions.

 

Scarleth from MYRON CORP

May 2018

May 2018

A great communication tool and easy 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
Pros

I work at a call center and using Five9 has been a great experience as per we don't have to dial, it helps us saving time and generating more calls. It has an excellent reporting features that meet company's requirements.

Cons

The Five9 is very complex so people who are not used to work with this kind of program will have to be trained...but once you get familiar with it won't complain at all; it's worth it!

Review Source: Capterra

  Response: Five9, Five9, Inc.

Date: May 2018

May 2018

 

Hello Scarleth, thanks for taking the time to write this excellent review. We are excited to hear that our dialer is helping your call center be more efficient. Please let us know if we can ever be of service.

 

David from Collective Solution
Number of employees: 51-200 employees Employees number: 51-200 employees

May 2018

May 2018

Good enough

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 was good enough for what we needed but it never exceeded expectations.

Pros

We liked that five9 allows easy access to check almost all call related metrics. The dialer works best in predictive mode and the call quality is very good (more on this can be seen in the Cons section since it is directly related to the issue being mentioned there).

Cons

It requires a very strong internet connection with very high speeds. Otherwise the whole LAN can be affected while working with it. We also disliked that some of the calls weren't recorded completely, leaving them useless when it came to QA evaluations. Their marketing team was a bit too scamy, you will be receiving many updates and emails from them during the time you use their software. Lastly, the user interface isn't as friendly as it could be, making it difficult to find specific reports and setting up specific functions and/or settings.

Review Source: Capterra

  Response: Five9, Five9, Inc.

Date: May 2018

May 2018

 

Hello David, Thank you for your review. Please don't hesitate to reach out to your account manager if you ever have any questions about reporting features or call functions.

 

Adriana from Health Quest Chiropractic

May 2018

May 2018

Five9 is the best software solution for out telephone 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

Great reports and statistic metrics. Our customers can get a hold of us all the time and they very seldom have to leave us a voice mail. Our sales and patient retention has increased!

Pros

We run a small call center for our clinics, all of our patient calls are routed to our call center. Five9 is our call center software and we love it. Five9 is so easy to use, our team learned the system in under an hour. The reports available in the system have helped us track our progress. The statistic reports have been instrumental in our goal planing process.

Cons

When we need customer service we often have to leave voice mails and wait for a call back. I would really help if we could get a live person right away when needed.

Review Source: Capterra

  Response: Five9, Five9, Inc.

Date: May 2018

May 2018

 

Hello Adriana,
It's fantastic to hear that Five9 has helped you increase your sales and patient retention. Thanks for taking the time to write this review. Let us know if we can ever be of service.

 


May 2018

May 2018

Five9 helps us produce extremely powerful reports, keeping us productive and involved.

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 absolutely love how powerful the reports are, such as call volumes & statistics. this allows us to keep up with our agents at any time and it has lead to a massive, consistent increase in productivity.

Cons

Some reports may take some time to populate & export, but even with this minor delay, Five9 is one of our top choices in software. We absolutely love using it.

Review Source: Capterra

  Response: Five9, Five9, Inc.

Date: May 2018

May 2018

 

Hi there, Thanks for your amazing review. We're excited to hear that our reports have helped you increase your team's productivity. Let us know if we can ever be of service.

 


May 2018

May 2018

It's a helpful tool

Ease-of-use

Functionality

Product Quality

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

This software is being used by the whole company to monitor the sales and customer service agents. Call recording has been a masterpiece for our Quality associates.

Cons

I haven't used all of the features. So far, I haven't experienced any major issues with this software.

Review Source: Capterra

  Response: Five9, Five9, Inc.

Date: May 2018

May 2018

 

Hi there, we're happy to hear that Five9 is working so well for you and that our call recording feature is helping you provide great customer experiences. Thanks for taking the time to write this review.

 

Bayron from Myron
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

May 2018

May 2018

I like the software, it is easy to use and has all the tools I need to complete my job

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 records automatically so it help us save time.

Pros

I like the fact it is easy to use, also gives me the chance to move forward or backward in the recordings

Cons

I think it would be nice to have a dashboard generate reports and an option to grade recording for QA, and be able to see those metrics.

Review Source: Capterra

  Response: Five9, Five9, Inc.

Date: May 2018

May 2018

 

Hello Bayron,
Thanks for sharing how well Five9 is working for your company. Please don't hesitate to reach out to your account manager if you have any questions about our features.

 

Daleth from HCE-Honduras

April 2018

April 2018

It's very practical to use

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
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Pros

Easy to use and super practical to interact with our external costumers and to build relationships.

Cons

The least thing we like is that it's a bit pricey, we would love that this would've been for free for personal use.

Review Source: Capterra
 

Diana from Venmo

April 2018

April 2018

Easy to learn and use

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Pros

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.

Cons

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.

Review Source: Capterra

  Response: Five9, Five9, Inc.

Date: May 2018

May 2018

 

Hi Diana, Thank you for your great review. We're excited to hear that Five9 is working so well for Venmo. Please don't hesitate to reach out to your account manager if you ever have any questions about our features or functionality.

 

Spencer from Health Quest Chiropractic
Number of employees: 11-50 employees Employees number: 11-50 employees

April 2018

April 2018

Five9 is THE PLACE to go to for excellent phone communication. Easy to use, fast, and reliable.

Ease-of-use

Functionality

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Value for Money

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The benefits I got from this software is a great quality inbound call service center for a reasonable cost. It is incredibly easy to learn and use regularly. Also, using the report features it gives the user, we are able to find data on each of our calls. We even give bonuses to those who consistently report high numbers in new patient calls, based off what data the report gives us. It's incredibly helpful insight to help guide us along on whether we should revamp the way we answer calls or even consider two employees on the shift at once to take calls.

Pros

I like the most how it disconnects from the complication of having a business line. There are special call center phones with setups and programs that make taking calls difficult. Five9, however, is simple. We use a pair of headphones and the software and you're set to take calls at any time! The quality of the phone communication is great and we've had a consistent, reliable beam of phone service since we started using Five9 about 1.5 years ago. The software itself is incredibly simple and easy to learn as well as being fast and efficient. It's the little things, like being able to run weekly reports on calls, and seeing if another person is waiting in queue to talk to you, that matter.

Cons

There are two things I like the least: customer service and not being able to block incoming call numbers easily. On average, I have to call Five9 Customer Service once every 2-3 months about a question. The customer support employee on the other end of the line does their best, but usually they are not helpful about the specific issue. They have helped me with a 5 star-rating in some issues, but sometimes it's a 2-star interaction when they don't know what to do. It's kind of a "turn it off and turn it back on again" approach. I've had a few times where they simply don't know how to resolve the issue. They keep checking back on you, calling and sending emails several times after the issue. This is a nice sentiment, but often results in annoyance when the issue has already been settled or someone found out something on their own. The other thing I like the least and the reason I gave it 4 stars for features and functionality is that there is only one way to block incoming numbers. Many unknown numbers call our office every day and hang up immediately. We think this is an automated service or sales call which has glitched and called us. To block a number, you have to go into the manager's portal and reroute the calls. It's a complicated process.

Review Source: Capterra

  Response: Five9, Five9, Inc.

Date: April 2018

April 2018

 

Hello Spencer, thank you for your great and thorough review. We're happy to hear that Five9 is working so well for you and is helping your business succeed.

 


April 2018

April 2018

Overall great

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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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

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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.

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Ease-of-use
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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

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Ease-of-use
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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

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Value for Money

Ease-of-use
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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

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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
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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.

 
 
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