Five9 Reviews

We have a small call center, and we use Five9 for incoming calls. 

We had an older phone system that wasn't very versatile. It wasn't easy to make changes, and we couldn't customize the reports. It was getting outdated, so we looked for a new phone system.

Our capacity to integrate Five9 is limited because our CIS does not allow integration. The system can't do much integration through its API. However, that's a problem on our end. It isn't an issue with Five9.

I think Five9 has increased agent productivity, but we see more improvements in the efficiency of our email distribution instead of our call side. I'm unsure if the solution has improved our answer speed because we implemented a new CIS at the same time. It's hard to say how much of the improvement is attributable to Five9. I will say that it has enabled us to simplify our IVR and have control over it. We can make changes and slight adjustments that we couldn't before. 

Five9 has helped improve the call center's relevance to the organization. 
It's easier to add another department to a queue. We can do some things we couldn't do before when we were doing everything the old-fashioned way. We're able to generate more customized reports. While there hasn't been a huge increase in the speed of calls, we can respond to a request for changes a lot better. Five9 has helped us reduce some labor costs, but I'm not sure about other savings.

I like the ease with which we can make changes if necessary. Currently, we are using it for phone and email distribution, but we're talking about adding chat and delving into the omnichannel features more. 

We're still learning the solution. Getting all the pieces into place has been hard for us as a small call center. Five9 is a great product that has added a lot of capabilities, but the training has been kind of one-and-done, so it's hard to develop an ongoing training program at a reasonable cost.

Also, when we implemented Five9, we started seeing more calls that didn't previously make it through our system, such as robocalls and spam calls. We didn't get those in the past, but they're coming in now and showing as dropped. We're still working on a solution for that.

We have used Five9 for nearly a year.

The stability isn't as good as we expected, but we have not experienced any significant problems. 

I rate Five9 support five out of 10. My experience with Five9 support has been mixed. It's good at times but not particularly helpful sometimes. 

Neutral

We had Cisco. 

Deploying Five9 was pretty straightforward. We performed the installation in-house using three or four IT staff members. It doesn't require much maintenance from the customer service side, but I don't know about the IT side of things. 

Five9 is reasonable. 

We looked at Genesys and another one. I think it might have been NICE. We chose Five9 because of the price and the options that they had. They were able to work with a call center of our size. It was ultimately the IT department's call, and I couldn't say why they chose Five9.

I rate Five9 nine out of 10.

Five9 is a cloud-based tool for inbound or outbound call centers and help desks. We have one deployed in a branch contact center. 

Five9 helps our call center reduce dropped calls. One customer was dropping up to 30 percent of calls. Mostly, it's network-related, but sometimes it's just overloaded. Some calls are not necessarily important. It reduces unnecessary calls, allowing the agents to focus on critical calls. Five9 has made our contact center more flexible by taking it to the cloud. The user experience for agents is great because everything is on one dashboard, from the dialer to the workflows for transferring calls and creating tickets.

The solution helps our clients improve their Net Promoter Score. If a caller is connected to the right person, interacts with a human being, and their issues are resolved, it improves the NPS or certification score.

Some of our clients use intelligent virtual agents, but it depends on what the customer wants. It's primarily used in help desks where multiple departments like finance, sales, and IT share a phone number. They can use the agent to go directly to the department they want. Banking, finance, or insurance companies can also use it to authenticate their customers. You can use the element of Five9 to do a security check. 

The chatbots are helpful as a repository of information a customer frequently asks about. The customers can have their basic questions answered instead of talking to an agent. I like Five9's workflow automation features. You can integrate Five9 with the CRM in the center, like Salesforce. You can take the workflow features of something like HubSpot and add a voice element.

The workforce optimization feature is free once you have a ZenDesk license. It's useful for HR teams and companies that need to plan shifts for many employees. People who work HR will tell you that workforce management is a headache because you are optimizing workers' time and efficiency. It makes the HR personnel's jobs a bit easier because it's all automated. It takes much of the work off their plates. They need to take into account things like holidays and sick leave. 

The pricing could be improved. It is set in US dollars, so it doesn't account for the exchange rate with other regions. 

We have used Five9 for two or three months. 

Five9 can scale up and down easily. You can use it with one agent or 2,000. You can use the same package but increase your licenses. 

I rate Five9 support eight out of 10. They're quite responsive. If you send them an email, you can connect a Five9 technician to the client pretty quickly.

Positive

Five9 is a cloud solution, so you can save money because you don't need to operate an on-premise server. You can also save payroll costs because it makes many of the agents redundant by streamlining the workflows.

I rate Five9 eight out of 10.

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. 

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. 

Five9 is a dialer, a Contact Center as a Service system. If you're a call center,  Five9 is an excellent tool because reps can log in, make and take calls, even in high volume, handle inbounds, and work efficiently versus doing Zoom calls that might not be as scalable. You use Five9, for example, if you're making three hundred calls a day or running customer support with many inbound calls at an airline.

In my company, Five9 solves several problems. It's a huge platform, but the common issue it solves is good connectivity. The tool also helps provide your customers with a good customer experience.

Sales is another use case of Five9 because you'd get more happy customers, drive more sales, have good deliverability, and, as mentioned previously, good connectivity.

Five9 helps establish that you are a real company, or in my example, a real airline, and not seem like a scam where there's no number when you call customers who bought tickets. It's essential to have a reliable form of communication, which Five9 can provide, so the tool benefits consumers with a good customer experience and the reps for scaling and handling a high volume of calls.

I've seen huge benefits from Five9, particularly the power dialer or outbound dialing feature, the screen pops, the good deliverability and connectivity, and customers being able to receive calls and answer them. All these are mission-critical for the business.

Five9 has also helped reduce the dropped calls in my call center. The solution has helped improve overall agent productivity, and the outbound dialing capability was a big help. Even the speed to answer was improved through Five9.

Integrations or connectivity to other systems and workforce optimization from the solution are more helpful than my organization expected, where not only the contact center benefits but other departments as well.

The omnichannel and IVA in Five9 also helped increase my organization's CSAT and NPS scores.

Five9 has a lot of AI tools, which I find valuable. It offers transcription services and a power dialer for outbound dialing. I like that Five9 is built for outbound and suitable for that purpose.

Another valuable feature of the solution is the screen pop where, as a rep or agent, when your customer answers the phone, you'll immediately see customer details on your screen, which is helpful, especially if you have a lot of customers.

Five9 also has the Intelligent Virtual Agent feature, which I find good, though there may be some legal implications. Still, I find Five9 a great solution that seamlessly helps customers engage with brands.

Agent Assist is another good feature of Five9. That feature is useful because you can help agents in real-time while on the call. It's as if the manager is behind an agent, helping and telling that agent what to say and hearing what the customer says. Agent Assist lets you support every agent automatically, in a more scalable way, without listening to every call.

Five9 also comes with WorkFlow Automation or Studio Flow, a nice feature because it's drag-and-drop, where even a non-engineer can build out a campaign and have different aspects to the campaign, for example, call routing. In the past, you had to be an engineer to build campaigns in Five9 or get on a call with the Five9 team and ask the team to make the changes, but nowadays, it's drag-and-drop, which is very helpful.

I've also used the Workforce Optimization feature in Five9, though not as much. Still, I'm familiar with some of its capabilities, such as optimizing the time of day or days of the week when your team's the busiest, making optimizations when you don't need as many reps, or when you need more reps in place to match the bandwidth of calls coming in. Definitely, Workforce Optimization is beneficial and essential for my customers nowadays.

Five9 can integrate with various CRMs, and I find that essential. The solution has an endless list of integrations for a reason, but I wasn't the guy who built the integrations. I heard that CRMs could be hard to work with, but the CRMs I've experienced with Five9, such as Salesforce and Hubspot, seem to integrate well. There was one really bad CRM built in-house on a platform called PPMS, but it's basically an internal tool, which was a little hard to work with and challenging to make changes, but it worked, though my Salesforce customers seem to be happy with the solution.

The Omnichannel capability of Five9 is also essential, as the customer expects you to have chat, text, Facebook Messenger, and all other ways a customer can reach the reps. The omnichannel feature in Five9 is essential to customers.

What would make Five9 better is a partnership with an SMS AI solution, which would make Five9 pretty powerful.

I also know of some marketing platforms that Five9 could work with to improve the customer experience even more. Five9 has partnerships, but it would be best to have a more significant focus in that area.

I've been using Five9 for a long time.

I've never experienced downtime in Five9, so I find it stable.

Five9 is a very scalable solution.

It's been a while since I last contacted the technical support team of Five9, but it was a good experience. I'm rating support a ten out of ten.

Positive

I've used other solutions before Five9, such as Insight Sales, which was built for B2B, but then I tried to use it in a B2C setting, and it didn't go very well.

My company also fleshed out some functions with Twilio to build its own tools, but it wasn't as good as Five9.

I was involved in the deployment of Five9 at some point, and it can be complex, but considering the industry and what my company is trying to get done, I believe the process is straightforward.

I've seen Five9 implemented in-house and through a consultant, but it is better if done with a consultant.

Five9 helped us increase revenue. We track that a little more closely. The Workforce Optimization feature helped decrease costs because of the knowledge we got on whether we were overstaffed, where the reps just sat around because of fewer calls coming in.

Five9 is expensive, but most companies would find that using it is worth the cost.

Five9 requires maintenance, but not as heavy.

My rating for Five9, based on my experience with it, is a ten out of ten.

I'd tell anyone looking into Five9 that it's good to go with, but if you have to go with a different solution, never do on-prem. Do cloud-based solutions, and don't go with Cisco.

We are using it as the IVR system for our reservation and information center for all of our outlets in the United States and Canada. We use it to take reservations. We use a platform that they installed for us called SecurePay where guests can provide credit card information through the phone system to alleviate any PCI compliance issues that we may have had because we were taking credit cards ourselves.

I have had an amazing time with Five9. I have been with the company for almost 25 years, so I have cycled through multiple solutions. Five9 may have been our fourth provider since I have been here. The part that I liked about them is the ease of development. They have this amazing developer and engineer on their side by the name of Ramzi. He was amazing from the moment he began working with us. The ease of development for them for the IVR system itself was amazing, and then the follow-up, the calls, the check-ins, and everything else during the development process were amazing for me. After we went live, we have had very few issues. We have had a couple of issues where we had some downtime, but they were rectified quickly. We are satisfied with what we have seen. With our last provider, we did have some issues where we had more downtime than expected. It might not be long, but 15 to 20 minutes of any downtime could cause issues with us. The IVR has been very easy to use.

In terms of its time to value, everything is a learning curve. We were fast, but because of COVID, we had to shut down our cell center. By the time we were starting to go live again with Five9, we were ramping up our center again. It was probably something that we started to enjoy more and more as we began to get more staffed up.

Five9 has probably helped increase agent productivity. I do not have true numbers that I could tie to that, but overall, agent ratings, from the observations that we have done, have gone up. That is because of the fact that we have the ability to let agents listen to their phone calls, view what they are doing, and hear what guests are saying. We can definitely give them feedback on things that could make the process quicker for them, speak better with the guests, or get to the point more.

Five9 has not helped to reduce dropped calls in our call center.

Five9 has not helped our contact center improve its relevance to our organization. We just built the program to what we had prior. The enhancements have definitely helped, but I am not sure if it has improved the relevance. The relevance has always been there and stayed there. I have not seen any increase.

Five9 has slightly improved our customer satisfaction score (CSAT). It could be because, with our last platform, it was a bit more challenging to go through the process. They might have seen some improvement in that. There is also improvement in the way we take credit card information. They feel there is more security in that without having to give us their information. That has definitely been an improvement for us from a guest standpoint.

I like the capability of call and screen recording. It has helped us to hold our agents accountable to the expectations for the role. It creates a clearer picture than giving feedback that is just based on calls that we may have listened to, but we do not have anything to show the agents themselves.

The knowledge base of their support is not as strong as the IVR build. 

We went live with the system in January of 2023, but we have been working with them since August of 2022 in terms of developing what we were going to roll out.

We had issues at one point, but it had to do with an update that they were doing. I do not know what happened, but we were down for about a day and a half. It was due to some update they did where they transferred us to another server host or something like that. Other than that, we have not had any issues. I would still rate them very high.

I have been happy with it. We have not had any issues. It has been easy, but IT can give more feedback on that one.

There have been some situations where we have had to ask for help from their help desk. At times, I feel that their knowledge base is not the same that we received during the development process with the engineer where he knew from front to back how to deal with things. I had requested something as simple as bulk recording updates for all of our locations, and their support was telling me that they have to do that one by one. Imagine having 500 stores and updating two recordings for each store. It would be a thousand recordings. They were saying that they could not be bulk updated, which I found very hard to believe with this company because they have such a great history of being on the cutting edge of everything. Frustration was definitely there for me, and after pushing back on several different people, I finally got somebody who said, "Let me look into it. I think that we can do this." In the end, they were able to, but it was crazy to me that I was explaining to a support person what I was looking to do and how. Even going further, how do I currently load recordings into the platform? That was a very frustrating part to me, but it has gotten much better.

Pros and cons are definitely there for every platform. I also want to give props to support because they have been amazing during the click-to-chat platform integration with us. We did not have time to do the training with Five9. We just ran out of time through the contracted time limit. When we went live with it, it was just me saying try this or try that, and the support was amazing. They took so much time with me to help me walk through processes. They helped to make sure that what I was going live with was something that not only our guests could use. It was also something our agents could execute properly in conversation with the guest. That was amazing.

Overall, I would rate their support an 8 out of 10.

Positive

We did not necessarily have problems with our last provider. They just did not have as much technology in their system as Five9 has. We were interested in the IVR platform. We were interested in click-to-chat and the platform for workforce management, recording calls, and screen recording with those calls. All these were technologies that we were interested in getting, but we did not have the availability with our last provider.

We have completely switched to Five9. I am not sure if we have saved any money by switching to Five9. I do not deal with the accounting part of it. It is for our IT department.

It is deployed in the cloud. Its initial deployment was extremely easy.

Its maintenance is minimal. It is required if we want to update recordings, change hours of operations, or need to shut down during inclement weather days.

We had a platform engineer who worked with us when we were deploying it. After the deployment, we have been utilizing their support more.

We had about 4 people involved in its deployment, which included myself and some IT roles.

I had an advantage when I went to a new platform because I had done this transition prior. I kept good notes, and I was able to provide a clear and concise picture of what I was expecting to get at the time of launch. In any call center, when you transition from one phone system to the other, you have to do that in a seamless way with no issues. Working with them, being prepared, and knowing what I wanted, what I currently had, and what they needed to be able to provide me on day one helped to deploy the product with zero issues. We had no issues at all. I would advise having all of your ducks in a row.

We did not use the Agent Assist feature, which is an AI-powered software offered by Five9. We have used some of the Five9 WorkForce Optimization features but not at a scale where we use it on a daily basis.

We are planning on looking into integrating it with CRM, but it is not something that we have done right now. We have recently launched the click-to-chat pro platform with Five9 and integrated that into our website. That is the most recent integration that we have had.

I would rate Five9 a strong 9 out of 10.

We use Five9 for our contact center for sales and service. We also have some integration with our CRM.

We implemented Five9 because we were trying to move from an existing on-premise contact center to a cloud-based one so that we didn't have to worry about maintaining the servers, OS upgrades, and patches. We needed a platform that was easier to use and maintain and had less lead time for implementing new features.

Five9 reduces IT resource requirements and gives the business the power to make changes within the platform. I'm the Telephony Manager, and two other people handle Five9 administration. We give the managers the ability to reset agents’ passwords. We would have had to do this in IT if it was another platform, but we give that ability to the business. The tool helps us reduce IT resource requirements and increase business participation and administration.

The product’s IVR script editor is very easy and simple to use. The agent interface is very good, and it's configurable. We can add scripts easily.

We have an IVR campaign and script. When it has to go in a queue to an agent, it goes to a separate agent-queuing campaign and script. We've had to do some workaround to maintain the original DNS and campaign. As much as Five9 has integrated and made things a lot simpler to use, it is the only thing that is not in place. Maintaining the original DNS on Five9 across campaigns is difficult. The solution must standardize maintaining the original DNS and campaign across multiple campaigns.

My organization has been using the solution since 2021.

I rate the solution’s stability a nine out of ten. Once or twice, we had a little downtime, which is understandable. No platform is perfect.

I rate the tool’s scalability a ten out of ten from my company’s perspective. The solution can scale per instance up to 10,000 concurrent agents. The tool is scalable enough for us. We will not scale much and split up, but they have ways of working around it, even if that happens.

The technical support is very straightforward. We can open up a ticket via the website, which is very easy to use. We go to support, fill out a few things, and create a ticket. If we need to escalate it or need a quicker response, we call in. Five9 is usually good about calling back once a ticket is opened. The team is usually on top of things. I don't have any complaints about support, which is great because I could complain about Cisco's support.

Positive

Previously, I used Cisco Unified Contact Center Enterprise on-premise.

The solution is cloud-based. We have a special SIP trunk enhancement that is not normally done with the standard offering. The initial deployment was straightforward. It wasn't necessarily simple, but it wasn't complex. The platform engineer who did the requirements gathering, design, and implementation did a great job.

It was fairly easy to relay information and have them understand and interpret the requirements for a technical solution. Whenever we needed to change anything, it was pretty easy to do, and they were easy to work with. About 20 people were involved in the initial deployment.

The only maintenance that we really have is the agent's cell phone. Sometimes it needs to be updated. Usually, that is automated from Five9. The platform can do automatic updates. We're moving away from the softphone model to the WebRTC model. It’s going to be essentially maintenance-free. The platform also does some maintenance, but we are not involved in it directly. There's really not much downtime. Even when Five9 does updates, it does the update on the backup data center. Then, it is tested, and changes are made to the primary. It just fails over. Agents might get a short message saying they might get logged out, but it’s rare.

How the contact center operates has been pretty valuable to the business because they're not waiting on anyone else. They're not waiting on us to do projects or put tickets. They handle minor changes, agents, and scaling. It helps from a resource and time perspective.

Our integration with Workflow Automation generates quite a bit of revenue. We couldn't have done it easily with the Cisco platform. The tool has helped us to implement features that would allow us to earn additional sales.

Five9 is not the most expensive option, but it's not cheap. We can get some pretty favorable pricing when negotiating with the account manager. If we get volume pricing, we get volume discounts. I understand that Five9 is a cloud-based solution provider, and they make their money on a monthly basis. I wish we didn't have to get charged per number per month. We've negotiated a better rate. They charge $10 per toll-free and $2 per DID. We have negotiated it to $2 per TFM and $1 per DID. I think it’s fair. I don't think that it’s too expensive. I don't think it’s really cheap, though.

Along with Five9, we evaluated solutions like Genesys and Cisco on the cloud.

Currently, we don't utilize the Five9 SMS or chat platform, but we are looking to move towards it. When we first got on Five9, their SMS and chat were less feature-rich than the other platforms we're using. Five9 has made a lot of progress in that area, and we're looking to move over to that. Five9 has added several features that I needed.

We use the WorkFlow Automation feature for integration with Invoca for reporting data back to the Invoca platform. Another use case that works very well and helps us generate money is automating text messages to customers based on what agents have dispositioned to a third-party chat client. We also use it for injecting records into a dialer on a schedule. It works very well.

The design and build-out of the initial implementation were key because we wanted something robust and configurable. We didn't have to change much. We set it up and forgot it. It works really well. It initially worked a little too well, and we had to turn it down. We've turned it back up, and we're using it again.

We use Verint for WFO. We use Five9 for basic audio recording. We don't have screen recordings. The agent data is sent over to Verint for WFO. We have Zendesk Adapter on one of our Five9 instances where the agents have Zendesk as the pane of glass and Five9 as a widget within that interface. We also have an integration with Salesforce. It's a smaller contingent of agents. We do API lookups on the back end, too.

We don't currently use it, but I have seen demos, and we're actually in the middle of doing a pilot group. It does look pretty good. It's seamless, and it's nice to get all that into one platform.

Five9 has helped us reduce the dropped calls in our call center. Since we've been on Five9, there's only been one major issue. No platform is perfect. Looking back at some of the issues we've had with the previous environment and vendor we used, the overall dropped calls have been reduced.

Five9 has helped increase agent productivity. It's hard to tell the degree to which it has. It's not currently in production, but based on how it works, agents' productivity will increase when we do the omnichannel because we can split interactions like chat, SMS, and email, mixing in with calls. Currently, it's just working as it was with a previous vendor. I believe it would go way up once we onboard other multi-channel features.

Five9 has helped improve our call center's speed of answering. Before moving to Five9, we would have service calls that would queue up. Customers would dial in and go to sales, and then the sales agents would transfer it to service. We have reduced that significantly due to the ease at which we can make changes in the IVR and the proficiency levels within the skills that we utilize.

Five9 is crucial in helping our contact center improve its relevance to our organization. It helps us to implement features in weeks. It previously would take us months or years to implement them. Speed to market is important for us to implement new features, especially since the traffic is going digital. The product helps us to mix it in with voices.

I do not keep track of CSAT. It is tracked, but I don't know what the numbers are. The monthly operational costs haven't been reduced. We have a little bit of a different case because we are utilizing private SIP trunks from AT&T coming into the platform. We save money because we use our AT&T contract to negotiate numbers and telephony usage charges.

The solution helps us to save money on projects. We need a lot less money to implement new features. Regular moves and changes are handled internally as opposed to using either a vendor or making sure we have resources that have the technical expertise to do that. It's a lot simpler to make changes.

The support is great. I can't think of a single person from Five9 that hasn't been great to work with. They know what they're doing. If somebody doesn't know something, they will get somebody who does. They're usually very responsive.

People looking to buy the solution must do a demo. If they like the way it looks, everything else is easy. Whether porting numbers, configuring agents, creating IVR scripts, or integrations, Five9 pretty much does it all. If the pricing is right, then we can use it.

I love the platform. I was a Cisco person for a long time. When we first moved on to Five9, there were some things that maybe Five9 couldn't do as well as Cisco. However, that intersection point has been crossed. I believe Five9 could do pretty much anything. They're scalable enough. They can handle complex requirements or very simple ones.

Overall, I rate the product a ten out of ten.

We are a major hospital system. Five9 is being utilized in our contact center, physician practices, and ambulatory and clinical settings.

By implementing Five9 we were trying to solve, first-call resolution, and call reporting, increase patient satisfaction, and streamline our work workflow processes.

The intelligent virtual agent feature has the potential to significantly impact our patient base. I cannot say for sure until it is in production, but it has a lot of potential.

We are satisfied with the visibility of the data we receive from the workflow automation feature.

Five9 integrates well with various CRM tools. The process is streamlined.

Since implementing Five9, we have seen reduced agent handle time, increased call volume, and more patient growth. We have also been able to quickly scale and deploy Five9 across different markets. These are some of the advantages I have seen of using Five9. The benefits were clear after 12 months of use.

Five9 has helped reduce the number of dropped calls.

It has increased our agent productivity.

Our agent's speed to answer and average handle time has decreased since we started using Five9's Agent Desktop Plus. This is because agents can now pop up screens, access patient information more quickly, copy and paste, and search for things more quickly. Additionally, our integration with Salesforce allows us to display information directly to agents, so they don't have to search for it.

Five9 has completely transformed our ability to service our patients.

Our post-call survey data show that patients are marginally more satisfied with our new phone system than with our previous system, specifically in terms of the speed and accuracy of answering calls.

Queue callback, agent skill-based routing, call reporting, and the flexibility to log in from anywhere are some of the most valuable features for our organization. These features create flexibility for our organization and allow for increased patient satisfaction.

Five9 costs are layered, with agent licenses, supervisor costs, workforce management costs, and quality management costs. The extra add-ons required to enable some of these features are additional costs, not overall cost savings. I would like to see the cost of required third-party integrations decrease over time.

I would very much like to see more healthcare-oriented integration within Five9. It is probably one of the biggest drivers for me. The biggest one for me is native integration with Epic EHR.

Five9's stability needs to be improved.

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

We have found that the platform is not as stable as we would like. We have had six major outages this year, which raises concerns about the overall stability of the platform. It is one of our biggest concerns. I would rate the stability a seven out of ten.

I would rate the scalability of Five9 a nine out of ten.

Regular tech support is passable. If I had to rate them, I would give them a six out of ten. They are a bit slow to answer some of our questions and provide solutions. We have a technical account manager who is outstanding. I would give her a ten out of ten. She can answer all of my questions much better and more thoroughly than typical tech support.

Positive

We previously used a Cisco phone system but switched to Five9 for its enhanced capabilities, enhanced reporting, and advanced features such as workforce management, quality management, and queue callback, which Cisco could not provide at the time.

The only disadvantage of Five9 compared to Cisco is that it does not offer physical hard phones. Our employees in our offices really enjoyed having desk phones.

The initial setup was complicated logistically from our end.

The deployment took 18 months to complete.

We implemented our strategy by focusing on specific markets in different states. We started in Florida, where we focused on a particular market. Then, we expanded to other states from there.

We required around 12 people for the deployment.

The implementation was completed in-house along with the Five9 professional services.

I would give Five9 a seven out of ten.

The maintenance is completed by Five9.

For those considering using Five9, I recommend carefully examining their use cases, assessing how the agent population will ultimately receive the Five9 system, and ensuring that they have adequate staff members to support the system.

I would recommend Five9 if they can fix their stability issues.