Five9 Reviews

Pros

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

Cons

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

Pros

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.

Cons

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.

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.

Pros

Plug-in capability with our CRM Salesforce. It's automation capabilities have increased both our average speed of answer and speed to lead response times. We leverage the managed services relationship to help maintain our IVR and its behaviors. This is also a great resource to consult with on new projects, ideas or considerations, as well as learn from others' best practices.

Cons

It can be challenging to automate using processes and workflows that work directly with your CRM. I recommend you have an internal resource that's very tech savvy on all your operating systems, CRMs, contact center software applications, etc. If you don't dedicated the time, money and resources necessary, you may find the product disappointing. That said, I don't believe that's an issue with the product. Rather, the application or launch of the product.

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.

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.

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.

Pros

You can customize everything needed. From setup to reporting. If it is not there F9 helpdesk will definitely see if it can be added. Great customer service overall.

Cons

Not much about the software not to like. So far no issues at all and fast response from engineers when needed.

Pros

Let's be honest, the KPI's for contact centers vary little across industries - we need to be present for our customers and opportunities, and in a timely manner. Five9 hits all of the basics and more with their services, and are partnered appropriately should you desire to go beyond the norm.

Cons

No complaints - Five9 gets it done without fail, month after month after month...

Pros

I loved the amount of options it provides to review call duration, call routing, queue priority, call recording and all that you need to check call performance and metrics in a call center.

Cons

It's not user friendly and requires a lot of time to get used to. At least as a manager, you need to look for some options and try to play with the menu to see where you find the next function.

Pros

User-friendly. The user-interface is very clean and utilitarian.

Cons

Options for customizing the user-interface is non-existent. Ver. 10.0.1 is only almost 2 inches wide and even if you enlarge the window, it stays the same width. Closing one of the associated windows of the crm program would also close down the five9's window. Although not really work impacting, it would really be helpful if there were options for the actual display of the UI

Pros

Easy to use, easy to transfer, simple way to make mass dials.

Cons

This tool has stopped working a few times and others the quality of sound has been off. Like robot voice sounding. When its working it works well, but big dog falls hard. Usually have to restart the computer and SFDC when it malfunctions. In some cases it asks you to re-download software that is already on your computer.

Pros

I really like the reliability of the software

Cons

The fact that I have to sign in to run reports if I am idle too long.

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

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.

Pros

The application is an excellent tool for calls processing, it also makes it easy to handle the job

Cons

it takes too long to start and some features are confusing.

Pros

What I like about the software is because it is not the conventional type, the uniqueness and the effectiveness is beyond measurable. This has a personalized report that ran's periodically with realtime monitoring and realtime stats report. These are just few from the many features that the software is capable of doing. I am very pleased.

Cons

Software is vulnerable to malfunctions and bugs, but how they solve the issue is what makes it the best.

Pros

We like the ease of use for the user, and manager. The system tutorials are very good, this helps the manager and user alike. Good system for the money.

Cons

Doesnt have the bells and whistles of other competitive products. The user might seem cheated if they have see other systems like this one.

Pros

Full of very useful features that are required to run a call center. Very intuitive and easy to set up and get the center up and running.

Cons

Great for large businesses however for smaller businesses it can be a bit daunting with all the features.

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.

Pros

The flexibility of the application and ability to add users in minutes if needed.

Cons

We are still using the java version of the application, so there seems to be less new features added to the java version.

Pros

Good call routing engine, and really easy to use reporting module. The dashboards are useful for viewing on a larger screen.

Cons

Theres no database access, so reporting metrics are limited to what is programmed into the system. Five9 allows you to work around this by downloading CSV files to calculate what you need.

Pros

The call reports are key. You can see what lists are providing the best leads and at what time. When you are calling in different area codes the dialer will automatically create the correct area code,

Cons

They strictly regulate the drop call ratio. As a call center, this is the most frustrating part of this software.

Pros

The team I am currently working with at Five9 have been wonderful. We are moving to the HTML version, which is more visual appealing and less clunky than the Java version.

Cons

You must answer the phone through your headset. There is no option to answer through the computer/speakers.

Pros

I had been working with another IVR company for about 5 years and the support I received from them was almost non-existent.

I recently switched to Five9 and the implementation was a breeze. The assistance I received went far beyond my expectations. I was pleasantly surprised that my application was pretty much constructed by Five9 and I did not have to do the implementation myself.

Also, they are very good at following up and checking how things are going. I have only been with them for a couple months now and we just went live less than 30 days ago, however I have a sense that this is going to work out great and I know that I will get great support whenever I need it.

Kudos to Five9 for your attention to customer service!!!

Jayson Fajardo does an Excellent job!!! Thanks

Cons

None so far... I had to put something here so it would accept the review....