Five9 Reviews

We use the product for our call center for all of the customer-facing communications, chats, emails, and phones.

We were trying to get a one-stop shop so that employees did not have to log in to several different types of software to answer back to the customer depending on how they reached out to us.

It's given the customer a better experience. Our agents are more confident. They're more capable of handling everything that needs to be in one platform. They are able to train faster because there are not different kinds of software involved. And it's we've seen a big difference and a big you know, big change swing in the right direction as far as training time, like I said, confidence and just people's ability to better service customers since we kind of took it all into a one-stop shop.

We saw the improvement within the first year. I'd say probably six to nine months is when we really saw it all kind of firing on all cylinders and coming together.

The integration overall is the best thing. Having everything in one spot is great. Being able to have them take chats and emails at the same time and have them take more than a couple of chats depending on their tenure and really being able to customize things in that capacity is great.

The intelligent virtual agent feature is interesting. We have been dabbling with that. We have not implemented it with our staff as a whole. However, we have been dabbling with it and may implement that.

The AI technology is very good. We are using the summarization tool, which allows the agent to have a summary of the call created for them via AI and then just cut and paste it into notes. That's been a huge help, and that's been a very big time saver.

The workflow automation feature has been very beneficial. It's allowed us to route everything in a way that we wanted to - ensuring that the customer gets in front of the appropriate person to start as opposed to having to be transferred around, etcetera.

This feature is good for aggregating information and providing visibility into data and performance. We're very happy with it. We've had no problems. 

The solution's ability to integrate with various CRM tools. However, the only thing we use is a home-brewed order management system, and it's done very well at integrating with ours. The open API allows us to have it communicate as we need it to.

The omnichannel ability offers a customized experience on the customer's channel of choice. It's great. We use it for phones, emails, and chats. We did a little SMS, initially, and it really gives the flexibility and the ability for us to not have to. Even with SMS, we started using it and found that it wasn't that big of a pull for our customers. They weren't super interested in it, so we didn't have to go out and find another standalone feature. We were able to do it in-house and do the testing and realized that it really wasn't something for us, so we were able to kind of tweak it accordingly and pull it back down.

It helped you reduce dropped calls in your call center. We've seen a huge drop in that. That's based on better management of the call flow. About 20% fewer calls are dropped. We're really able to kind of keep a pulse on it and stay on top of it on a daily basis to make sure that any tweaks that are needed or done on the fly and that the customer is not inconvenienced.

It helped to increase agent productivity. They are able to log in to one platform. They're quicker. They're more agile, and they're able to handle more as a result.

It helped improve your call center speed to answer. In utilizing the reports, tools, and dashboards in front of us, we've absolutely sped up. For example, abandoned calls have gone down. The speed to answer has dropped considerably. And the SLAs are great. KPIs have gotten a lot better.

They are great in terms of reacting when something happens. When features come out, they immediately let you try them out for free. They ask for your feedback on them. They actually take your feedback into consideration. There have been several times when we will play with a new tool and make suggestions on it, and they actually make changes as a result of that feedback. 

All of the KPIs have gotten better aligned with our expectations. 

It helped reduce costs in our organization. We've saved on staffing and we've saved on software by 10% to 15%.

The reporting could be a bit better. Real-time reporting lags a bit. Overall, it could use a little bit of fine-tuning.

I've used the solution for several years. 

We rarely have any stability issues. If we do have any, it is resolved quickly and looked at to see how they can avoid future problems. I'd rate the stability nine out of ten.

We have about 150 to 200 users on a daily basis and up to 2,000 during holidays. We have it set up in multiple locations around the world. 

The solution can scale without issue. 

Technical support is very responsive and accommodating. They don't stop until they get to the bottom of the issue. 

Positive

We've used Fuse and Oracle in the past. We were growing. Fuse was a smaller framework and we needed something larger. Oracle was comprehensive, bulky, and difficult to teach. We needed a phone system to handle the size that we were growing to and also something that was more omnichannel. 

I was not directly involved with the initial setup.

We have a team dedicated to maintaining the solution. 

The deployment was handled in-house. 

We have noted an ROI. The cost savings and training times saved have led to our ROI.

The pricing is very reasonable. It provides very good value. We are cost-conscious. They take our feedback into consideration and make sure we get what we need so that we feel comfortable with what we are paying for. 

We looked at several options, including Nice, Gladly, and Genesis among others. The size of the company and the willingness to work with us was why we went with Five9. It did come down to cost and the fact that the feature set was comparable to others. 

While it is a big purchase, it should be entered into without hesitation. I'd recommend it to others. It's proven to be a solid and reliable product. It's a great company that does a great job.

I would rate the solution nine out of ten. 

Public Cloud

Amazon Web Services (AWS)

I am the main point of contact with the sales rep. We have what is known as a TAM, which is a dedicated support rep that is dedicated to me. I can always reach out to him first. If I have issues, if I'm looking to design a way to do something in the VCC tool, I reach out to him first. I am the administrator of the Virtual Contact Center.

We were transitioning over from another dialer. 

The integration with our CRM is probably the most valuable aspect of the solution. That's the one that we actually were searching for. That is the number one feature that we're taking advantage of right now.

It can integrate with various CRM tools. For example, the usual ones, like Salesforce, Zendesk, and ServiceNow. 

Five9 is very feature-rich. We're not necessarily taking advantage of all the different tools they have as our shops aren't very large. That said, they do have all these different add-ons. We're not using all the analytics and things that Five9 actually has or all of the different tools that are available. I don't have a need for them.

We didn't have any issues with dropped calls prior to Five9, however, they do a good job. When it comes to drop calls, we don't have a problem. They are performing to our satisfaction.

It helped to increase agent productivity. It's also helped to improve the speed to answer. I don't have any sort of quantitative empirical data on the speed to answer, however, I have been pleased with the results. 

All of the calls still go through a phone tree, and it goes to an IVR. So we construct those IVRs with flows that we anticipate, with decision trees and Spanish and language and different things like that. However they choose to navigate through those, they'll end up getting to an agent. 

Five9 has had a positive impact on our customer satisfaction score.

It's helped to reduce costs in our organization in a couple of different ways. 

It would be ideal if they could combine the tools into one suite. The tools are bifurcated across administrator, supervisor, agent, and reports and a lot of the tools are split across where there are different tools for everything. If they instead had one suite that incorporated everything into one place where you could go, that would be ideal. 

They still have some tools written in Java yet they're trying to move away from Java. 

I've been using the solution for between three and five years. I started using it around the time Covid started, so it's likely closer to three years. 

The stability is good. I'd rate it eight out of ten. There have been cases of outages, however, they have redundancy built in so you are never down for long. There haven't been many times we've been down for an extended period.

We have approximately 65 users split across three teams.

It's scalable. I'd rate scalability nine out of ten.

Technical support is very good. They are super-responsive and almost over-responsive sometimes. They do a very good job of communicating, almost to the point of over-communicating. They provide updates and statuses. They have a very good cadence with statuses. You never have to worry about them not responding. 

Positive

We used to use Nobel Systems. We were looking for two features: a pure cloud product and something that was easy to integrate with a CRM. 

I helped deploy the solution. It wasn't difficult at all. We had about three people involved. There is no maintenance needed once it is deployed.

We did use the resources from Five9 to help us. 

The move from Noble to Five9 helped us from a cost perspective thanks to being on the cloud and integrating with a CRM. Now we have a complete cloud product. We're not subject to some of the outages that we had from Noble where we had a hard circuit. And, due to the fact that we have the CRM integration, it's helped us accomplish a lot. 

The pricing is fair and competitive. They're also able to work with us on reducing it. If I were to communicate that the setup cost is a little bit pricey they'd see what they could do to adjust the price. 

I'd rate the solution nine out of ten overall. There's always room for improvement. 

The people that work there are great. They are always available and they provide you with information. They'll always make you aware of the tools that are coming out and updates as well. The support is responsive.

I'd advise people to consider them. I'd put them in the top three.

The only downside I would ever bring up is, due to the fact that they have resources all over the globe, which is not uncommon, there's sometimes a time zone issue. I may get a call when it's not business hours. That's hardly worth complaining about. It's not really a problem for me. They have support staff all over so you may get updates at 10:00 PM at night - and that's fine with me. 

Public Cloud

We deploy Five9 for our customers who use it as a contact center solution.

The most valuable feature is the simplicity of making scripts within the contact center solution itself. Using the IVA (Intelligent Virtual Agent) has also helped with productivity and efficient routing through the system. It pre-fills variables from a form and routes to the correct agent, reducing handling times and increasing single-call resolution.

Five9 should improve its omnichannel feature, allowing partners to manage all tenants with a single account rather than needing multiple accounts for each customer. Additionally, the solution lacks versioning in scripting, making it crucial to manually back up scripts to prevent rollbacks from causing issues.

I have been using Five9 for one and a half years.

Accessing the accounts is very difficult, which is a major minus point for Five9 and needs to be addressed.

Customers using Five9 seem stable. However, during training and demos, resiliency tests failed, which was not ideal. This is a concern for stability.

Five9 is not truly a multi-tenant system. It operates on different domains, with each customer getting their own. We face scaling issues, especially when trying to scale up bigger contact centers.

I have only had introductory conversations with a few personnel. So far, I have not had much experience with customer support.

Positive

I have used Cisco WebEx previously. I prefer Five9 because it is more intuitive and easier to accomplish tasks, especially compared to the work-in-progress status of WebEx CC.

The initial deployment was difficult, primarily due to accessing accounts. However, once access is granted, maintaining and updating the system becomes seamless.

We followed trainings and webinars from Five9. Initially, we shadowed them during implementations, and later, they shadowed us.

I have evaluated several other solutions, but specifically, Cisco WebEx has been my most recent experience.

I recommend enhancing multi-tenancy features and implementing version control in scripting. I rate Five9 an eight out of ten overall.

Other

We use Five9 for customer service with calls, chats, and emails.

We're using agent assist on our phones to some degree to help save time by answering the common questions our customers may have.

We use the workflow automation for quality assurance purposes.

Five9's omnichannel ability to offer a more customized experience on the customer's channel of choice is beneficial. We've been using it, and we've liked it so far. We're getting what we're looking for, which is a single platform that integrates the three platforms we were previously using.

It has helped us reduce the number of dropped calls in our call center. They provide feedback on what works and doesn't work in our environment.

Five9 has helped increase our speed in answering calls and has helped us become more connected to our customer service.

I'm a big fan of statistics, so that's where I'm focused. Specifically, I'm interested in all the features we're using and the reporting that's needed to get them up and running. We've had to do a lot of editing to the existing report, and there's a lot of custom design involved.

Integration with third-party solutions can be difficult and has room for improvement.

I have been using Five9 for two years. 

I would rate the stability of Five9 as six out of ten.

I would rate the scalability of Five9 as five out of ten.

The technical support is consistent.

Neutral

We previously used Cisco but Five9 accommodates our current platform better.

The initial deployment started off complex.

We had the help of a consultant for the implementation.

I would give Five9 seven out of ten.

We needed Five9 as a company, so we were trying to figure out how to set it up and what our company could use it for. We also had to read through all the web tips to understand what we needed to change in order to use the system properly. There were a lot of things we had to fix from the start, both on our IT side and on Five9's side.

An individual had to learn how to use the Intelligent Virtual Agent before they could use the system effectively. Even though they helped us and taught us everything they could, we still needed to learn some information on our own in order to fully understand the system. For example, I needed to learn how to generate reports, so I had to read up on that on my own. This is the soft part of the system, which is good.

Maintenance is required.

We use the solution as a contact point for our clients.

The product provided insights for us to scale during some organizational changes. It gave us the flexibility to get into the cloud. It was a big impact that led to big savings. It also opened opportunities to change other things by moving them into the cloud.

The tool enables easier management. It provides ease of use and uptime. The solution is available in the cloud.

Five9 Omnichannel’s UI could be improved. It should be modernized. It's Java. There are some dependencies. Technically, it works. The user experience must be improved, though. It is probably just a little more traditional.

The programming interface that builds the workflows could be improved. The UI for our agents could be improved.

I have been using the solution for a year.

I rate the tool's stability a ten out of ten.

I rate the tool's scalability a ten out of ten.

The support could be better. Relationship management is good. The technical side is not always good.

Neutral

Previously, we used Cisco Finesse. We started using Five9 to get rid of the old legacy system of Cisco and to move into the cloud.

The initial deployment was pretty straightforward. At first, it did not go well, so we made some account management changes. When we redeployed it, it was okay. It was not a software issue. After we got the right people, the software was programmed correctly.

We deployed the tool in-house with the help of Five9. It was a big move. A lot of people were required for the deployment process from our side. The solution requires minimal maintenance for workflows.

We have seen a return on investment in the product.

The pricing is flexible and reasonable.

We evaluated Webex Calling and NICE CXone.

We want to use the Intelligent Virtual Agent feature. We are building use cases for it. We use Workforce Optimization for remote work. We were centralized before. It allows people to take advantage of not being in the same building at the same time.

Workforce Optimization has had a positive impact on agent and customer experiences. We were able to gain better insights into the number of calls and get a better grasp on where calls were going and how they were being handled. We've saved thousands of dollars.

We are working on some pretty intricate integrations right now. The tool provides flexibility. OpenAPI is very open. One of the reasons why we chose Five9 was its ability to integrate with CRMs like Dynamics and Salesforce.

Five9 Omnichannel’s ability to offer a customized experience on the customer's channel of choice is good. The UI could use some updating, but usability is always there. Five9 has helped increase agent productivity. Five9 has helped improve our call center’s speed of answering.

People looking to buy Five9 should get it if they want to integrate it with something. It's built to be integrated with platforms.

Overall, I rate the solution an eight out of ten.

We use Five9 for outbound and inbound dialing and for SMS broadcast.

We're working more efficiently and maximizing resources in less time. It has helped to increase our agent productivity. The business is now starting to use our outbound department more as a resource. We're getting a lot more campaigns coming into the pipeline. Five9's relevance to our organization is big. We're rolling out more campaigns and starting to use more of a digital solution for a lot of our stores.

We have also seen an improvement in our call center's speed to answer.

The reporting is good, and we're testing AI summaries now. Also, the workflow automation feature, so far, has been good. We're still learning how to navigate certain things.

Also, its ability to integrate with CRM tools seems to be working fine.

The SMS feature could use some improvement as far as the opt-out process goes.

I have been using Five9 for a little over a year.

It seems pretty stable.

It's definitely scalable. We have over 50,000 end-users nationwide. We have three different sites that work off of Five9.

I'm pretty sure we will increase our usage of the platform because our business is growing. A lot of things are moving to digital platforms. We just added 100 more seats.

Five9's technical support is good. They're responsive.

They still have room for growth. Sometimes, the turnaround time can be a day or two. And sometimes, when they do come around, we have to repeat things a few times for them to understand exactly what's going on. But they're very involved once they understand what the issue is.

It's an application, and software always needs maintenance. We have one point of contact from Five9 who keeps us posted on the maintenance and changes.

Positive

I used Salesforce prior to Five9, but that was a while back.

We wanted to reach customers on a broader scale. We're able to provide better solutions to patients based on the pharmacies that we're acquiring or pharmacies that get closed. We can still service patients nationwide.

Right now, the challenge is making sure we have enough workforce to support our workload, but we don't have many issues with Five9 itself. And not compared to when we first started using it.

You really have to play around with it. Practice makes perfect. The more you use it, the better you get with it. Pay attention to the details. Everything is important. Every piece connects with something else, so being very detailed with how you use it is important.

The benefits have been progressive every year. With the pandemic, a lot of stores closed down, and that forced us into a lot of digital production.

To manage customer interactions over voice and email. Customers call in to the number or email in to the email address provided on our websites, and the agents on our end respond to the customer interactions.

Primarily, Five9 is a cloud based application. So there is no extra investment required from the consumer end and it is fairly easy and quick to setup.
Additionally, the technical support that they provide is top notch.

They are very patient, precise, knowledgeable, and always follow-up.

We used to host all our email accounts on Gmail, so there was no accurate reporting, access limitations, etc. But now, we have moved to the email service provided by Five9, and are able to handle these interactions much better.

I would like to have a Five9 supervisor app that can be used on a smart phone, so I can have more accessibility while in transit.

More than five years.

No, in these 10 years, I have rarely had an incidents with Five9.

No, my turnaround time for scaling is always between 24-48 hours.

10/10. Running call centers myself, I am always spellbound with the way they manage their customer interactions.

No.

It is pretty straightforward. The documentation that Five9 provides is very extensive and their support team is top notch.

In-house. I did it myself.

The costs may seem to be on the higher end, but since it is a cloud based system, it is much more cost effective in the long run.

I have used Five9 on multiple different project before and am well aware of its benefits, so didn't need to evaluate other options.

I have been using Five9 for nearly 10 years now with multiple clients. I don't think there is any other product out there which is even comparable to the usability and functionality that Five9 has. I highly recommend Five9 to any and every company I know who is looking for a similar solution.

We use Five9 to recruit agents all over the country, to set appointments for a lot of our agents, and to handle inbound insurance seminar request calls.

Five9 is extremely easy to manage and maintain. I solely handle the Five9 solution for our entire call center. It is that easy.

Five9 lets us call all over the country using local area codes to set appointments for our agents everywhere from our central office.

Sometimes, there are some some call quality issue complaints from our users. After an extensive investigation, it just seems to be a little hiccup within Five9 itself or the customer phone that we are dialing, but this is no major issue at all.

A few call quality issues, but nothing major at all.

It is very scalable.

An eight out of 10.

Five9 was the first solution we used to implement our call center, and I am glad we did.

It was implemented right before I started working at my company.

It seems a little pricey, but it is totally worth it.

It was implemented right before I started working at my company.