We us it to make calls every day. We have a lot of issues with connectivity and calls being dropped. We have to clear our cache frequently to get it to work. It requires high speed internet and a lot of the time we have issues getting it to work. It can be frustrating.
Pros
Click to Dial feature is nice
Cons
Connectivity
Requires very high speed internet connection
Likelihood to Recommend
It is used to contact clients and be able to log the time of the calls. If you take a lot of inbound calls it doesn't always log the inbound calls. Would be nice i it worked better for that. I am not sure what is not appropriate for using.
VU
Verified User
Employee in Customer Service (Pharmaceuticals company, 5001-10,000 employees)
Nixplay uses Five9 for its US customer service department to take support calls from its US B2C customers. The Customer Service team is based in the Philippines and I am the Overall Operations manager fo the Philippines operation. We have been a Five9 customer since 2013 though I have been with the company for 3 years only.
Pros
Five9 support replies quickly over email and follows up with calls for outstanding issues.
Flexible account management where we can increase/decrease our licenses on a monthly basis.
Ease of use.
Cons
Lost integration with Zendesk.
Recently encountered spam calls during the 2019 Christmas sales season.
Limited capability to eliminate spam calls.
Likelihood to Recommend
Five9 offers us unlimited minutes for inbound/outbound calls per license which is great for our circumstances because we don't have a call handling time limit with most of our callers are elderly requesting assistance for an electronic wifi product. For the 1st time though, we encountered hundreds of spam calls during our 2019 Christmas sales season, which hadn't happened in previous years and it exposed Five9's limited capability to eliminate spam calls.
VU
Verified User
General Manager in Customer Service (Consumer Electronics company, 51-200 employees)
We use Five9 for our remote customer support department. It helps us provide a phone solution for remote agents spread over different timezones. Five9 provides us with recording capability for quality audits and training examples. Additionally, it gives us detailed, custom reporting that our team can create and schedule within the platform, in addition to exportable data into other programs, such as Looker.
Pros
Ease of user administration and permission level customization for all users.
Easy to navigate, searchable access to recorded calls and call logs, complete with phone numbers, lengths of time, number of holds, and sortable by any piece of collected information.
Data collection and reporting customization for agent or team level statistics on handle time, abandoned call rate, occupancy, and duration.
Cons
Java based desktop application is a pain to keep updated.
The user interface for the agent desktop application is clunky and outdated. It could use a facelift.
The help center for documentation isn't well organized and the documentation needs substantial editing.
Likelihood to Recommend
Five9 is great as a remote VoIP option for contact centers who handle phone calls from customers. The call queue is straightforward and can be customized based on the level of volume an agent can and should handle.
Five9 is a great idea for anyone who is doing an outbound campaign where they are using an auto-dialer and has features like a do not call list and a salesforce integration to help organize contact information.
Five9 is less useful for managers or people who don't have specific metrics because it will throw off the reporting with long handle times or non applicable dispositions.
