Five9 Reviews

We are using it primarily in our contact center for our agents to handle calls.

Evolve IP, our previous carrier, was fairly unreliable in service, so it was often difficult to understand what was causing the dropped calls. Was it the user, the internet provider, or the caller? Five9 has given us more visibility into that.

In terms of agent productivity, Five9 has made it easier for us to control the levers. For example, if we need to turn down the faucet in one area, it allows us to do that fairly easily. It has made some of our coaching and quality management pieces significantly easier. Our agents are able to get their feedback quicker, more in real time, so they're able to implement that feedback.

And it has definitely helped improve the relevance of our contact center to our organization. The ability to create and manage data variables allowed us to fully launch a customer satisfaction survey ourselves. That's something that we can provide to our wider organization and to our partners to show the real-time impact of the work that we're doing. The data availability makes the data a little easier to track, and that means we can consistently tie interactions on the phone to data and our CRM. That makes it easier for us to track outcomes and makes our work more relevant to the wider organization.

And it has also helped us reduce costs. One of the largest areas where that is the case is our quality management. That was a fairly large time-drain and a very expensive part of the organization. Five9 has helped us reduce costs related to that by 20 to 30 percent.

The admin platform is easy to use and navigate. That has been incredibly useful for us because it has given us the ability to self-provision in a lot of situations.

The ability to create and track data elements has also been a valuable addition.

Five9 offers Verint as a package for their workforce and quality platforms. The Verint quality platform has been very valuable to our quality team and its ability to monitor calls. We do all the workforce optimization through Verint.

We have integrated Five9 into our homegrown CRM using connectors, and that has worked effectively for us. We're able to pass a few pieces of Five9-specific data into our CRM and use it to look up client records that we present to the client, based on a phone call.

And the solution's omnichannel ability to offer a customized experience on the customers' channel of choice is definitely one of the reasons that we went with Five9. We do not do much omnichannel work. We do some text outreach, but we don't engage with our clients via text. We do some generic "press one, press two," but nothing significant, and we use a different platform to do that. But within our contact center, we have chat and email functionality as part of our roadmap, and we really wanted to bring in a platform that had the ability to maintain communication through those methods.

We have run into some issues around Five9's sound quality.

We have had a few issues that I don't think have been explicitly a problem in Five9, but that have presented themselves since we brought on Five9. They have not included dropped calls; it's more that there has been no audio when a call comes in. That likely has to do with some of our headsets, but it's something we are still in the process of investigating.

Another issue that we run up against is people having difficulty with their passwords. When they try to reset their passwords, there is messaging in Five9 that says, "You have to reach out to your administrator," but in fact, they don't. When they see that window, they actually just need to log back in and create a new password. The messaging in a few places is a little unclear, which leads to confusion, which then leads to more work on our end.

We signed a contract with Five9 in February 2022, and that included a six-month ramp-up. We deployed the software in our contact center in July 2022.

The stability is good overall. It does give us significantly more visibility into issues, but it can still, at times, be hard to nail them down. The fact that it is a cloud solution has been very helpful, but there are certain issues around features that Chrome has deployed that we have to figure out. When we bring them to Five9's attention, they are usually able to help us navigate them. It seems that sometimes they already know about an issue, so it would be helpful if they more proactively engaged with us when they hear of those kinds of things. That way, they could guide us through it, rather than waiting for us to bring it to them.

They're very responsive. Their directions regarding how they want you to engage with them are very clear. They encourage you to include your account in the subject line. Any troubleshooting that I've had to do with them has been very straightforward and productive.

Our previous vendor, Evolve IP, had pretty unreliable service. There were consistent outages, and we were very dependent on them for most things, including user accounts, updates we would need to make in our IVR systems, and messaging changes we would need to make. All of that had to be communicated to them via email or their support desk, and that communication process was poor. Often, things would come back incorrectly provisioned.

We communicated those issues to them several times and they made adjustments, but those adjustments were not sufficient. They also had pretty high turnover, so our support staff changed pretty regularly, and that was also frustrating. Those were two factors that caused us to go to market.

And prior to Evolve IP, we used Aheeva.

We were looking for reliable software that we could manage ourselves, with consistent uptime, strong redundancy processes, and something that had years of experience in the market and had everything we needed out of the box. We didn't want a solution where they would say, "Oh, that's something we might be able to do; that's on our roadmap." We wanted a solution that would meet all of our main requirements right out of the box.

The initial setup was straightforward.

We went with a staggered rollout model. We started the ramp-up in February, and our first live deployment was at the beginning of June, when we moved a small number of agents over to it. We did a total of three agent rollovers. We moved that small queue at the beginning of June, we moved a larger group of agents, about 60 or 70, in the last week of June, and we moved the final group in the second or third week of July.

We've seen ROI in particular with our quality team. Our workforce management has also been a little bit easier, and we've seen some return on investment there.

The ability to more easily build out our IVRs and change messaging ourselves, as well as the ability to build our own users, add users, and ensure that our users have the right permissions, has also been part of our ROI.

And one of the big factors is that Five9 can play recordings on a call. One of the big tasks our agents had to do was read legal rights and responsibility statements that were generally somewhere between two and five minutes long. We've been able to turn those into recordings that they can play, which improves their accuracy, and the consistency in how they're red, and these are things that are important to our partners. And it gives our agents time to do some of the wrap-up work that they used to do once a call was over. They're able to do that while those rights and responsibilities are playing.

The pricing seems reasonable. I had anticipated that whatever solution we went with would be more expensive. I was actually pleasantly surprised that the features that we had in Evolve IP, one-to-one, did not cost significantly more in Five9. It was fairly comparable. Most of the extra costs were due to the additional features that we elected to bring on, such as the quality and workforce licenses.

We did a year-and-a-half-long discovery, where we explored 10 different platforms. We worked with a company called Bridgepoint, which is a technology broker, to facilitate those conversations. We had narrowed it down to two platforms: Five9 and TalkDesk. When we checked into Five9's references, their references tended to be better, and so we went with Five9.

Speed-to-answer is more complicated to assess for us because of the nature of the work that we do. We work in the government benefits space, and our volume can fluctuate based on the benefit season. We brought on Five9 around the time that we were launching some winter benefits around heating and utilities, which ended up dramatically increasing our referral volume, which, in turn, dramatically lowered our average speed of answer. But that's not uncommon. We see that regardless of the platform, and we have to manage that through how we put our outreach lines out there versus our referral lines. How we skill people is another factor. I can't say that Five9 dramatically impacted our ASA, but that is partially because our average speed of answer fluctuates based on the season.

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.

We use Five9 as our customer service interaction platform. It is our cloud-hosted contact center for voice, chat, and email. We wanted to move our contact infrastructure into the cloud and create a unified interface for our agents to interact with customers. We have around 500 daily users, including me, my employees, partners, and contractors. 

Moving to the cloud enabled us to expand our physical footprint so our agents could operate in far more physical locations. It has unified our training cycle in terms of preparing agents to solve customer problems across multiple channels.

When we moved to Five9, we got much more information about what the contact center is doing to help our customers. That has helped create a positive feedback loop that continues to improve our operations and marketing.

It's hard to say whether Five9 has reduced dropped calls, but it probably has. It made our agents more productive by facilitating unified training. More agents are operating on the same system, improving our average answer speed. 

The impact on customer satisfaction is also difficult to gauge because we've undergone so many changes since implementing Five9. It prevented customer satisfaction from decreasing, but I don't know if it necessarily made it better. It enabled us to add more agents and scale up, which should improve customer satisfaction. 

I don't think Five9 reduced costs. On the other hand, they probably haven't increased, either. However, I feel like Five9 made us more efficient. We're doing more with less. With an on-premise setup, we need to budget capital expenditures for equipment every three years. That's different from budgeting the monthly cost of a cloud-based solution. 

Five9's most critical feature is a common user interface that delivers consistent customer service across various channels. We used Five9's intelligent virtual agent on a small scale. I've been using it for about six months, and I expect we'll use it more in the future. We have a custom CRM tool, and integrating it with Five9 was pretty straightforward for someone of reasonable technical literacy.

Five9 has an active-passive high-availability model. I would prefer active-active. 

We have been using Five9 for about six years. 

Five9 is highly stable. 

Five9 is highly scalable. 

I rate Five9's support a seven out of ten. They're responsive and reasonably knowledgeable. Five9's support isn't great, but they're not bad either. 

Neutral

Before Five9, I used a product called ThinkingPhones, which eventually became Fuze. A company called 8x8 acquired Fuze, so the product no longer exists. We switched to Five9 because it could scale with us, and the other product could not. 

Setting up Five9 was reasonably straightforward. It is a complex tool to fit into a complicated business model, but it wasn't outrageous. It's much easier than integrating an ERP. Three people from our company were involved, plus two from Five9. One of them was a trainer who helped us learn about the product. After deployment, it requires some normal upkeep, and you need to adjust it as the business changes. One person is enough to handle maintenance. 

Five9 provided implementation services.

We looked at several solutions, including InContact, which changed its name to NICE. Twilio and Amazon Connect were other options we evaluated. We chose Five9 because of its scalability and the unified agent experience across channels. 

I rate Five9 an eight out of ten. There's always room for improvement. Before implementing Five9, you should look at the problem you want to solve and how it fits. Five9 is an excellent choice if you want to grow while maintaining stability. 

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.

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.