Five9 Reviews

Pros

The ability to tell when calls are coming in and going out is critical to a call center. I've worked at call centers before in the insurance enrollment world in both English and Spanish. Call data tracking matters to keep tons of data secure, while giving accountability to a company should the caller divulge data like their social security number or home address. These are strictly confidential and the call program working right is a major factor.

Whether someone is using a script or has general guidelines, the most important aspect is the call itself coming through and not dropping, Five9 is able to record audio crystal clear for later playback.

Cons

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

Pros

How easy it is to get started and the tools that they offer you to customize the skills, teams that you need, to keep it organized and generate better reports.

Cons

It would be better if Five9 could add some options to keep the historical data for more time or at least select what set of data can be stored longer.

Alternatives Considered

NICE CXone and Genesys Cloud CX

Reasons for Switching to Five9

It offered what we needed at the moment, the flexibility on how to setup the users and the price.

Pros

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

Cons

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

Pros

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

Cons

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

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

The concept that you get the calls automatically and it keeps track of every call and time on the calls.

Cons

even if I was receiving calls regularly the page would keep timing out and expiring. I had to keep logging out and unplugging my softphone and plugging it back in before logging back into five9 in order to keep receiving more calls.

Pros

the quality of the call was always good, never crackley

Cons

they layout was difficult to navigate sometimes

Pros

Used this softphone as part of testing. Was great and easy to configure.

Cons

Nothing to complain about, this was a great softphone and we went with this application back in my old work.

Pros

It is easy to increase or decrease its capacity, there are rarely any problems with calls and the voice mailbox is efficient

Cons

I love using it so much it hasn't caused me any problems yet

Pros

It is very user-friendly software with a very efficient and helpful support team. You can make international incoming and outgoing calls without any problem.

Cons

There are bugs that occur when performing certain actions

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).

Pros

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

Cons

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

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

I used Five9 in one of my previous roles for 3+ years. In those 3 yrs of use Five9 only went down three, maybe four times and only for a short time at that.
The software was easy to use and can do quite a bit. The only reason I do not use Five9 now is because the company I work for now is too deeply entrenched in another VOIP service.

Five9 very seemlessly integrates with Salesforce and other CRMs.
Reporting is also another thing Five9 does very well. The custom reporting options is almost overwhelming but with a little practice and guidance you can really zero in on the metrics you want.

Cons

At the time, the non CRM user interface was a little dated but easy to use and reliable.

Pros

What I like most is that integration to speak to customer and third party seller on a given interaction.

Cons

I feel like your software is missing a performance report.
We notice there was an issue with audio on majority of our interactions.

Pros

Able to set up different call campaign to your needs on your delinquent customer. You can call the more delinquent customer first, do a no call campaign and set up the dialer to call the homeowner how every many times you need to. The dialer will remove disconnected call so that you not calling them over and over again during the campaign. The reports were very helpful when trying to see what or how many call were made by the employees.

Cons

It was hard to understand some of the employees at the helpdesk. You were not able to know how many passes you made on a call. The reporting was complicated on this information.

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.

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.

Pros

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

Cons

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

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!

Pros

As a contact center, we rely on Five9 to connect us with our customers. We appreciate the up-time, call quality and the overall flexibility of the system.

Cons

When the occasional outage occurs (not very often), it would be nice to have answers more quickly. I'm not sure there is much Five9 could really do about this. Since they support customers remotely and they have a large base, it's never going to be perfect. Generally they do a very solid job, sometimes it's just slower than you'd like it to be.
The only other thing I'd note, is that we frequently have to pose our own solutions to our business needs. Five9 can generally support some sort of a solution for any business need we have, however sometimes we have to be creative and come up with our own solutions within their tools.

Pros

Easy to use, customer support and tech support is incredible!

Cons

Reporting isn't very easy to figure out, without having to get Five9 support.

Alternatives Considered

Cisco AnyConnect

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

Pros

Their solution has a very robust set of features to handle both inbound and outbound ACD needs. Salesforce integration as well as API integrations. They also have good deep reporting.

Cons

Their outbound dialing offering is more mature than their inbound calling solution. Although we can do plenty of great things on inbound calls there are times where it takes a lot more work to do things that are easily done on other platforms.

Pros

This cloud contact center has the best dialing features for sales teams, so if you are looking to make more sales with your team and in search of a CCaaS platform for this a good one!

Cons

The only issue I have with five9 is the admin is not the easiest to manage, and I don't like that it is not web-based it requires java to run.