Our Five9 contact center is fully integrated with our CMR and used for both inbound and outbound call campaigns. In addition, we use digital channels for all email and SMS activity.
Pros
tracking all voice and digital activity
integration with salesforce and litify
my support engineer is very knowledgably and available to me
Cons
need more option on how the phone embeds into Salesforce
call center agents and backend agents should be able to see presence
Likelihood to Recommend
Five9 is a great tool you can integrate with your CRM allowing you to track all activity. Both user and automated activity. Creating outbound call campaigns to ensure available agents are making outbound calls has a ton of features so you can customize to your business needs. Building inbound IVR's with all types of call routing rules is also great. The way activity can be seen and managed between Five9 and Nextiva, our office telephony system, however is lacking.
Five9 is the best CRM tool we can use in business areas. It is the primary source for communication in or out of the organization. It gives a very user-friendly experience. Using Five9 as a newbie on the path for any business is the communication between clients or customers. Five9 helped a lot to get inbound calls and outbound calls and get in touch with the progress of the business needs.
Pros
Inbound and outbound calls it process is so well.
The service is so good and they give very efficient support in customer need.
The calls we can do in Five9 include incoming, outgoing, voicemails and we can also send a note to a specific person. It's a very reliable mode of communication.
Cons
Sometimes Five9 is inconsistent with the quality of the calls. It can be hard to hear the calls because of poor quality.
The UI Five9 provides should be more singular in handling rather than opening multiple tabs for every feature. It must be compacted on a single screen.
The calls we connect must have an attached screen just like a keypad so we can take notes as well as attend the calls.
Likelihood to Recommend
Five9 is suited for both large-scale and small-scale companies. If your company deals with marketing more than the technical aspect, Five9 gives a mode of communication and getting in touch with our customer or client in the most reliable way rather than setting physical meetings. In the covid period, Five9 has made it easier to work on calls.
VU
Verified User
Engineer in Information Technology (Information Technology & Services company, 11-50 employees)
Five9 was used as our telephony platform in our customer support call center primarily serving external customers. We chose it to replace a legacy old fashioned POTS PBX which could not handle our remote workforce and obviously had no omnichannel capabilities. Five9 gave us the ability for call recording/quality controls, chat functionality, etc.
Pros
Call routing and true skill level prioritization
Supervisor level visibility in realtime of call center key metrics
Call recording and analyzing functionality
System uptime and availability. Truly 5 9's
Cons
The detailed reporting and particularly report building functions were clunky and complicated
No ability to truly integrate post call survey data to the representative level
Customer support was lacking and slow to respond
Likelihood to Recommend
Five9 is a very good cloud alternative to a traditional PBX system in a call center environment but if you are looking for detailed reporting to truly understand your business then it is somewhat lacking. If you can use their "off the shelf reports" and those meet your needs then you will be in good shape. If your needs differ at all from the basics, then it is difficult, time-consuming, and possibly impossible to create unique ones. The system uptime and reliability are very much acceptable but the reporting functionality is just lacking.
VU
Verified User
Manager in Information Technology (Information Technology & Services company, 201-500 employees)
I have used Five9 for more than 10 months and I must say it made my life easy to track my outbound activity.
Pros
Simple to use.
Great tool to help analyze and track progress.
Hardly had down time or software issues while using the platform.
Cons
I'll say analytics to the user, like a was a BDR and I saw basic numbers but some graphical representation would be great to have.
I feel the active green button could be made easier like I do not have to look for it if I am off my seat (especially with WFH setup) if that could be.
NA
Likelihood to Recommend
Best fits for an organization that depends majorly on outbound calling.
VU
Verified User
Representative in Sales (Marketing & Advertising company, 51-200 employees)
Five9 Is not being used by our organization but I have used it in the past and it was the best cloud contact center for solutions. I do appreciate the fact that it is easy to use and has all-around access. Even more because this access includes providing customer experiences through the communication methods of phone, email or chat.
Pros
Helps deliver outstanding customer service
Communication with email, phone or chat
Facilitates the speed and productivity
Cons
Nothing at this moment requires improvement.
Likelihood to Recommend
The old platform/software we were using was slow, outdated, malfunctioning and simply just not working for us. Our agents were just completely exhausted of using it, and thus not being able to deliver excellent customer service. We needed to look for a new platform, that could deliver which Five9 happily provided for us! And ever since this improvement and update of new technology, Five9 has not ceased to deliver!
Our law office has a call center that uses Five9 to call purchased leads to qualify clients for disability. We use an automatic dialing system with an IVR script that calls clients based on time zone, priority, and redial rules. We have separate campaigns and dialers, depending on where our clients are in the filing process. The dialer allows us to call more people at specialized ratios, and the system auto dispositions phone calls for voicemails, dead air, fax machines, busy, etc., so that our call center agents spend most of their time talking to our clients and not working through bad contacts or leads.
Pros
Auto dials and dispose of records
Allows call back timers to be set so that clients returned calls aren't forgotten.
Reporting on agent KPI's
Helping call center agents manage their time
Weeding out "bad" or "junk" leads
Cons
Easier to use IVR scripting
A web based administration console
The gamification element automatically tied to the agent console.
Likelihood to Recommend
Five9 has increased the number of calls our call center was making tenfold. The system has settings to control the agent-to-call ratio. The system has built-in features to monitor your abandonment rate so that you are operating within the FCC guidelines, which can get expensive if you violate them. The system can control the amount of time in between calls and helps maintain that your call center agents are getting the most out of their time on the phone.
We use Five9 to manage all interactions with customers. It is always good to increase productivity with our team, and this tool can use calls for training purposes and increase transitions from different locations, the benefits with this services are excellent since communication is always effective at all times.
Pros
The voice recognition function.
The ability to communicate effectively.
Cons
Stability issues.
Unexpected connectivity errors.
Likelihood to Recommend
Five9 has been excellent for its capabilities, in addition to the fact that call tracking is easy, and you can also visualize exactly what agents are doing to manage time better, access information and make changes from anywhere, Five9 is a good platform.
Five9 is a great software that is mainly used in our company for monitoring support calls and it does a great job doing that. This has some awesome side utility features that will provide great performance to the person performing the call and also to the agents analyzing the call with metrics given.
Pros
Monitor calls
Supports inbound and outbound calling
Logs every call that is made
Features a cloud based platform
Cons
UX must be more friendly
Confusing pricing on the website
Calls drop without warning
Likelihood to Recommend
Five9 is well suited for a business process outsourcing (BPO) service company or a large telecom company that handles a call center department. It provides the tools to analyze calls, give metrics for performance and save call logs for future reference. I do not think this software would work well at a non-tech company or a company that does not handle out/in calls.
The Sales and Recruiting Department of our company uses Five9 to handle inbound and outbound calls for 2 major branches of our business. Five9 helps us communicate with and convert our leads. It also allows us to reach out to and monetize leads in an automated fashion that generated online (that would otherwise be wasted if we did not reach out to them). Also, Five9's robust administrator settings, supervisor functionality, and customizable reports are very handy.
Pros
24/7 Customer Support is based in the Philipines and, although sometimes time consuming, they resolve problems and have solutions 99% of the time in my experience.
California-based account reps are responsive and very involved and interested in our needs.
Five9's robust administrator settings, supervisor functionality, and customizable reports are very handy and meet almost any need you could think of.
Cons
The agent script is one long page. You can write it in HTML yourself or get customer service to put it into HTML format for you for free.
I've found the agent script to be outdated and lacking in tech function.
Sometimes there is a lot of pressure from account reps to increase the quantity of agent licenses. This can be frustrating during slow times in business.
Aquiring international numbers can take several weeks. It would be nice if that process was quicker, and if international plans were more affordable.
Likelihood to Recommend
If your leads need multiple contacts and a lot of nurturing via various forms of communication over a long period of time, InsideSales might be better. If your agent script can shoot off in dozens of different directions during a call, due to their outdated agent script tech, Five9 may not be the best option.
If you are handling high volume of calls that are more of a one-and-done type situation, Five9 is an efficient, smart, and aggressive dialing solution. If you are wanting a dialer that is trusted, has been around a while, and is NOT a bare bones solution, Five9 likely has the solution to complex dialing problems you haven't even thought of yet.
It was used for the marketing and sales team to have an automatic dialer for reaching out to prospects. It was mostly pretty good, but would drop calls every once in a while.
Pros
Click to call works well
Cons
Sometimes the calls drop or don't connect. Improve the call drop issue. I've had it drop calls quite a bit before.
Likelihood to Recommend
It's great for a small team calling outbound and taking inbound calls. Not so sure how it does with a bigger team.
