We use Five9 for Inbound and Outbound customer support. We use the application for campaign management, checking agent system availability, call screening and call recording functionality.

Pros

Call recording
Outbound Call Campaign Management
Call routing
internal transfers

Cons

Call Quality
Workforce Management
System Glitch

Likelihood to Recommend

We use Five9 to communicate with our customers on a daily basis The application is well suited for scenarios such as: Call back timers for outbound campaigns, Salesforce integration (Ability to log every call that is made), Call recordings, Campaign Configuration, Auto answering and allows us to manage employee stats.

Verified User

Employee in Product Management (Higher Education company, 201-500 employees)

Vetted Review

3 years of experience

Perfect solution for not big businesses

Rating: 6 out of 10

Incentivized

July 1, 2022

Use Cases and Deployment Scope

I use Five9 for inbound and outbound calls with customers, tracking of KPIs, the connection with Hubspot, and for monitoring of my activities.

Pros

Outbound calls
Tracking of executed calls
Collaboration with hubspot

Cons

No records of my call
No opportunity to impact on this
No work if system is overloaded with calls
A lot of bags that make the job complicated

Likelihood to Recommend

Five9 is a good solution for small organizations, however, fit bad in huge sales departments with a lot of KPIs based on quality and numbers of calls.

Verified User

Account Manager in Sales (Education Management company, 1001-5000 employees)

Vetted Review

1 year of experience

Five9 gets the job done, but has texting issues and is very complex

Rating: 4 out of 10

Incentivized

February 19, 2019

Use Cases and Deployment Scope

Who
Sales and customer service types of roles use Five9 at my company to communicate with our customers. Our customers are students at various higher ed institutions. We have 5 different roles that our students may communicate at any given point during their time with us, and each of these internal roles use slightly different systems (versions of Salesforce, Zendesk, etc).

What it does
These different roles use Five9 both for inbound calls (to individual lines and round-robin lines) and for outbound calling. Then they use the Five9 widget to record their call notes into our CRM, Salesforce.

Pros

Easy dialing and call logging. The process of starting or answering a call, then logging a call disposition with its notes, is simple and easy.
Voicemail drops. You can pre-record voicemails to leave for customers without needing to speak the voicemail content each time. This is a huge timesaver for our reps.
You can customize the call dispositions / call labels to match what's used in your CRM.

Cons

Text. Texting is incredibly difficult on Five9. We've had issues with only some texts logging to Salesforce, issues with threading of text conversations, and issues with having Salesforce contact information appear on the text widget (knowing who you are texting, not just their phone number).
The interface to "pause" is challenging. There are not good reminders to our reps to remember to pause or log out of Five9. If you forget to log out, this can affect stats about who worked the longest hours that day - and it's hard to know who actually was active on the phones.
Inbound voicemails are too-easily hidden. It's challenging for a lot of our reps to remember to check their inbound voicemails because it is hard to access them in the Five9 widget.

Likelihood to Recommend

Well suited:
Environments that don't require texting, and where users are highly technical and able to troubleshoot on your own. We've found that we need an internal tools manager AND an expert on each sales/support team to successfully onboard new team members and ensure current team members know how to use the tool.

Not well-suited

Organizations that rely on texting.
Organizations with low tech literacy on their teams.
Organizations with little ability to manage tools like this.

Verified User

Director in Quality Assurance (Higher Education company, 201-500 employees)

Vetted Review

1 year of experience

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Five9 gets the job done, but has texting issues and is very complex

Rating: 4 out of 10

Incentivized

February 19, 2019

Use Cases and Deployment Scope

Pros

Easy dialing and call logging. The process of starting or answering a call, then logging a call disposition with its notes, is simple and easy.
Voicemail drops. You can pre-record voicemails to leave for customers without needing to speak the voicemail content each time. This is a huge timesaver for our reps.
You can customize the call dispositions / call labels to match what's used in your CRM.

Cons

Text. Texting is incredibly difficult on Five9. We've had issues with only some texts logging to Salesforce, issues with threading of text conversations, and issues with having Salesforce contact information appear on the text widget (knowing who you are texting, not just their phone number).
The interface to "pause" is challenging. There are not good reminders to our reps to remember to pause or log out of Five9. If you forget to log out, this can affect stats about who worked the longest hours that day - and it's hard to know who actually was active on the phones.
Inbound voicemails are too-easily hidden. It's challenging for a lot of our reps to remember to check their inbound voicemails because it is hard to access them in the Five9 widget.

Likelihood to Recommend

Organizations that rely on texting.
Organizations with low tech literacy on their teams.
Organizations with little ability to manage tools like this.

Verified User

Director in Quality Assurance (Higher Education company, 201-500 employees)

Vetted Review

1 year of experience