Five9 Cloud Contact Center Software


 

Five9 Call Center software enables agents to manage inbound, outbound, blended or multi-channel contact centers. 

The smart dialer features help agents handle their live prospects. An intelligent routing tool routes calls to agents based on skills and availability. Customer information popups are displayed to agents during calls. Agents can contact customers by mobile or landline phone, online chat, email or social media. The supervisor app lets managers monitor and coach agents and report performance metrics. 

Agents only need internet-ready computers and headsets to use Five9, and the service can be adapted to suit businesses that need to accommodate seasonal demands, remote agents, peak call times and more. The solution can also be integrated with various customer relationship management (CRM) applications.

 

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 interaction
    Email interaction
  • 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)

196 Reviews of Five9 Cloud Contact Center

 

Start your review of Five9 Cloud Contact Center

Click to start
https://www.softwareadvice.com/voip/five9-review/
Software Advice Reviews (45)
More Reviews (151)

Showing 1-20 of 45

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
 
 

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

 
 

Michael from Thriveworks
Specialty: Healthcare / Medicine
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2017

April 2017

Powerful and Customizable

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Value for Money

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

Pros

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

Cons

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

 
 

Russ from JackThreads
Specialty: Retail
Number of employees: 51-200 employees Employees number: 51-200 employees

January 2017

January 2017

Helpful but occasionally infuriating

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I use Five9 on a daily basis, and while it offers decent integration with other apps that we use, there are significant issues with the software. Most of the issues are tech-related and we've had to reach out multiple times to their support line. It allows us to tier our agents to ensure that our leads are not overworked.

Pros

Integration with ZenDesk makes things easy, allowing tickets to generate immediately after a call is closed out. The interface is relatively easy to use and does not require a separate window with the configuration we have enabled. Call quality is pretty good.

Cons

The Java integration is pretty rough at times. Occasionally it will have a "brain fart" and require an entire computer restart, which is super inconvenient. Other times it will drop a call or restart the station for no apparent reason. They do offer a new integration that does not use Java, but that requires the entire team switch over to the new version, plus a price bump. Also, if volume is heavy it tends to degrade the quality of calls and enhance the previously mentioned issues with the software.

 
 

Anthony from Local Splash
Specialty: Other
Number of employees: 51-200 employees Employees number: 51-200 employees

January 2017

January 2017

Great Product and Service

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Pros

Great reporting and interface

Cons

Cost

 
 

Dan from Live Reps Call Center
Specialty: Telecommunications
Number of employees: 11-50 employees Employees number: 11-50 employees

January 2017

January 2017

COO

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

We have used Five 9 for about 4 years. We would recommend this product. It has served us well in those years. We feel we need more from our system so we may be forced to move on. But overall the service and the product is very good.

Pros

Reliable

Cons

We do not have a dash board - We need this for our reps Some other functionalities are a bit outdated.

Advice to Others

Good value - good support- A bit slow to react but they will help. The system needs to be updated in our opinion. I would use this system again if I were in the same spot I was in four years ago when I started with them.

 
 

Elias from Motorola (a Google Company)
Specialty: Software / IT
Number of employees: 201-500 employees Employees number: 201-500 employees

December 2016

December 2016

Good solution lacking some key functionalities

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

The product is simple solution. Teams which dont have complex requirements, may find this as a good fit. It's ok in terms of stats on how long your SDR team has been on phones.

The routing mechanism and logic is also decent.

The Salesforce integration did not seem to be that solid and we often found issues with it.

Pros

Simple to use
Easy to view and understand

Cons

Cannot be used for a complicated call flow
Salesforce integration is not very solid

Advice to Others

Understand your requirements well. Ensure you involve the right people to make decisions.

 
 

Jordan from Jokusupplies
Specialty: Other services
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2016

December 2016

Owner

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Reporting provided is superior to a lot of programs used. Very easy to manage call center from phone numbers, voicemail, routing, and different scripting and routing options.

 
 

Sabrina from Global transfers and acquisitions
Specialty: Telecommunications
Number of employees: 2-10 employees Employees number: 2-10 employees

November 2016

November 2016

Five9 review

Ease-of-use

Functionality

Product Quality

Customer Support

For the most part they are good. Just the prices are too high and they do not get back to you when they say they will..

Pros

Ease of use

Cons

Price and customer service is poor

 
 

John from El Super
Specialty: Food / Beverage

September 2016

September 2016

perfect way of collecting data

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Likes Best

It's seamless ability to not only make phone calls but the ability to store them. In my organization it is important to make sure we get the clients needs handled because we are a bulk industry.

Likes Least

it doesn't always integrate with our other products as easily we would like.

Recommendations

Be sure to evaluate all your needs before making this purchase.

 
 

Alexandra from LocalSpl
Specialty: Advertising

September 2016

September 2016

Decent cloud contact center solution

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Likes Best

Detailed data available. A lot of customizable reports. Multiple features for campaigns.

Likes Least

Expensive. Frequent service disruptions. You are on a contract.

Recommendations

Compare to many other available options. You may find another solution that would be cheaper.

 
 

Dennis from Level 4 Funding
Specialty: Financial Services

February 2016

February 2016

Try before you but to see it is a fit

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Likes Best

Easy to use, support was very helpful. The provided a free try and answered a lot of questions. I really like the system. One of the keys you Need to consider is the head set you use. Find a good wireless one that works well. My staff seems to like to roam when they talk and I've seen they wonder all around, including me.

Likes Least

Limited CRM. Their solution is that you buy Sales Force, which maybe a good idea. One of the limiting factors is to send emails to,customers while your talking to them, to send an email you have to end the call. Would be great if you could send email while talking and have an API to MailChimp or others.

Recommendations

Worked well during the trial, if you like it get it. Going to,look at a few others before we make a strategic decision

 
 
 
Write a Review
Showing 1-20 of 151


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
 

Katy from efinance support

January 2017

January 2017

Long time user, first time reviewer

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've used five9 for many years and have found it to be vastly superior to most competitors on the market.

Review Source: Capterra
 

Matthew from FortuneBuilders Inc

January 2017

January 2017

Reporting Challenges

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 in charge of a support team for about 2 years. We have used Five9 but I still have challenges pulling quality reports with exactly the data I am looking for. I stopped by the booth at a conference and as helpful as the booth workers tried to be, nobody could help me set up the reporting I needed. I have worked with a few team members that were somewhat helpful but still trying to figure out how to pull the numbers I am looking for.

Review Source: Capterra

  Response: Five9, Five9, Inc.

Date: January 2017

January 2017

 

Hi Matthew,

Thank you for sharing your feedback. Your request has been escalated and your account manager will be reaching out to you directly if they haven't already. We appreciate your feedback.

Regards,
The Five9 Team

 

Kris from Revival Management Services

January 2017

January 2017

Call Center Telecom

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 speak highly in regard to the dialers capabilities and compliance standards, with Long Distance expense being the one negative. Strongly recommended.

Pros

Functionality.

Cons

Pricing.

Review Source: Capterra
 

Josh from Slingshot

December 2016

December 2016

Great for the price

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

Offers a lot of customization for reporting and customer support was helpful when I called in. UI is a little outdated, but overall great value for the price.

Review Source: Capterra
 
 
Write a Review