Five9 Reviews

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.

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.