Five9 Reviews

We have many different lines of business within our company, with different operating companies. And we have many contact centers in about 34 countries. Some of those contact centers are relatively small and may support one type of product offering. Our contact centers are country-specific as well.

We're using a number of Five9's applications. Obviously, that includes the core product, which is their virtual contact center application. That application provides voice contact center routing with reporting and recording. There are also workforce management and analytics tools. We also use their chatbot, artificial intelligence, and Virtual Agent tools.

The solution has certainly reduced our costs.

And it has enabled us to be very agile and react quickly to the business requests that may come in. For example, in the COVID environment, one of our contact centers was still on a legacy environment and, all of a sudden, the employees had to work from home but they didn't have a work-at-home model. We moved them to Five9 in seven days. So we can really move quickly.

We're using the WorkForce Optimization's interaction analytics, and that has helped the business to transform customer engagement. It helps to identify the "hot words" that are coming in, what people are actually calling in about. In addition, it does sentiment analysis that can be used to identify and train people who are struggling or using the wrong tone.

Before using the WFO and its analytics, our quality teams would listen to only 5 percent of contacts a week, per employee, which is a very small part of what an employee is doing. It could have been that a QA manager happened to evaluate five bad calls, but the other 150 calls that the person took that week were all great. Now, this tool does an automatic evaluation of 100 percent of their calls. It has certainly helped the QA teams in their training, and that, in turn, helps our clients.

That 100 percent evaluation has also helped agent productivity because QA can automatically look at who is using those words that we don't agents using, such as "mm-hmm" and "let me check" on a call. They're able to train those folks so it has certainly helped.

Another benefit is that the Intelligent Virtual Agent has enhanced our ability to route the call to the correct person or the correct team and increased what we call first-call resolution. That, in turn, frees those agents up for somebody else. I'm sure the optimized routing capabilities are helping us meet our SLAs with less staff.

Five9 ran a customized project for us that allowed us to do chat translation. We now have the ability to chat in about 60 languages. Chats get converted to English before they go to an analyst. The analyst can type a reply in English, and it goes back to that agent in their native tongue. That has certainly been a great benefit for our colleagues in different countries to help them feel comfortable chatting about HR questions in their native language, versus having to do it in English.

It has been a really great tool to bring into our toolbox. It gives us the same technology globally as opposed to having many different environments.

The ability to have our negotiated rates leveraged even by some of our small five/six-person centers has been helpful. A small, local center is not going to have the same buying power as we do by deploying a global environment. And the standardization helps our tech staff and business teams as well. Previously, we had six to eight different types of platforms and systems, and they would have to learn all of them. Now, they have the same tool globally and can do follow-the-sun models much more easily because it's all in one platform.

We are using the WorkFlow Automation feature, and it is delivering on what the business wanted, notifying staff if they're in a particular "state" longer than their supervisors feel they should be. It sends out reminders such as, "Remember to update your state from this to that." More importantly, it informs their managers and supervisors. It's a good tool. We use their dashboards from their WFA tool, which aren't the best, but they're okay. And we also use the WFA to make bulk-load changes to skills during our peak seasons.

We use the solution's WorkForce Optimization heavily, and we are very happy with that tool. There is a bit of a lag, longer than I would like, taking half an hour to an hour, before recordings are available in the tool. The business doesn't mind that, but I run a tech team and when we're doing certification and testing, it makes things a bit more challenging. We need to watch the clock until we can confirm that it's functioning as expected during certain tests. But that doesn't impact the business, because it's not looking at recordings that quickly.

And in terms of integrating with various CRM tools, like Salesforce, ServiceNow, and Dynamics, their adapters are pretty straightforward and they work very well. A lot of the work there is on the CRM side of our organization to decide what we are going to pull and populate using the adapters. That requires a lot of effort by the CRM teams, but not so much of my time with Five9 anymore, because those adapters are built-in, which is nice.

Their email channel has some challenges due to how our security team made us integrate with it. But Five9 is working on a new enhancement that should be coming soon and mitigate some of those challenges. 

There have also been some challenges in being able to keep the format of an original email. The solution acts as a proxy, but it's not bringing over the full format that the email came in with. That has not been an issue with any of our email digital channel integrations except for one of our lines of business. That particular line heavily uses that type of formatting. It still has its clients do things in ways where their clients highlight something with a particular color, and that just doesn't come through. So Five9's email channel isn't as good as some other vendors' email channels that I've seen. But there is an upgrade coming, and they have promised that those items on our wish list will be in a release coming out soon.

Their out-of-the-box reporting is great in some areas, but you need a supervisor's license to look at the real-time dashboard. Many of our businesses like to have our agents look at those real-time dashboards. We'd either have to pay for a supervisor license for every agent and configure it accordingly, or we would have to deploy a different tool based on Five9's WFA model, where they would go to a link and the data would be there.

In addition, there are some carrier-relation challenges in smaller countries when it comes to preserving caller ID, at times. These things would be a challenge for any vendor because it's more of an internet-based call in those countries, and the local telcos end up thinking, "That's not originating from our country, somebody is spoofing a number." It's a problem across the board. We encounter similar things with Zoom and other tools we've looked at.

We started engaging with Five9 in 2018 and our first go-live deployment was in January of 2019.

They had some network challenges a couple of years ago but they brought in new leadership that implemented a change control process with more peer reviews of updates. They could do a better job certifying and rigorously testing all their code. I know they do that for large releases but it should even be done for patches. But that's the same with other vendors. Sometimes we find bugs after upgrades, and sometimes they're minor. But overall, they're at four-nines, which is comparable to other platforms we worked with.

The scalability is great. The idea that you can add and reduce licenses on a monthly basis makes it scalable.

We use their hypercare service so we get responses almost immediately and get action on our environments. Our experience with those guys has been very good across just about all of their product lines. Some issues do take longer to resolve than we might like, especially when it's a larger type of issue impacting multiple clients. Ideally, in the contact center space, you really want zero issues. But they're very responsive, and we can escalate and get leadership involved in those few instances when it's needed, without issue.

Positive

We used a number of solutions including a Cisco on-premises solution called UCCE, as well as NewVoiceMedia cloud service, and Avaya Contact Center on-premises infrastructure. We had NICE as the call-recording platform and IEX for workforce management. We had to work with multiple vendors just to provide a similar level of service for voice channels. We also used 4Com for a smaller cloud-based environment and we had an environment with Genesys 2, which was a hybrid cloud environment. We no longer use any of them.

We needed to be able to extend contact center routing for one line of business around the globe. We had people that needed the service first in the US contact center, then in Latin America, EMEA, and Malaysia. Our on-premises environment didn't support that model because of latency and related issues that it would run into. We also just couldn't extend our infrastructure that far.

Five9 had a good global presence with global PoPs (points of presence) reducing audio latency. In a region like Australia or Tokyo, we have the audio stream from those PoPs over to our locations. Those PoPs were good for where our footprint was. Another factor was that the price point was very good. And the interface was intuitive and straightforward compared to Cisco's complex platform, which was made up of four different platforms. You had to know how to code in all four and it was very arduous. Five9's flexibility and willingness to work with us, along with direct communication with senior leadership, made a difference. They provided good support response time on support issues, and they were a leader on industry review sites, which added to their appeal. Five9 seemed to be a good fit for us.

The solution is software as a service or, in this case, contact center as a service. There is nothing on-premises in terms of infrastructure. The only thing on-premises is that we'll take the reporting data and put it aside for historical purposes.

We had a couple of challenges when deploying it because our first integration was pretty complex. But we identified those challenges when we went through our system and user acceptance testing and addressed them ahead of time.

In terms of maintenance, as the tech team, we manage and look at all of their change controls when they're making changes. We have to move our centers out of "harm's way" when they're making some of those changes because we're 24/7 and all around the globe. We do certification testing in our dev environment as much as possible before rolling out changes to production domains. We do testing after the fact as well. We're a little stricter than most. When we talk to our Five9 technical account manager, he says their other customers never look at these things. If they have a problem, they open a case. But we like to test everything.

We did it working with Five9's professional services team. On our side, my tech team along with some business resources were involved.

It's hard to say how many people from our organization were involved because we have 110 contact centers. In some cases, there was one person from Five9 and in other cases, there were multiple Five9 people. When needed, they would bring in their various subject matter experts on projects at different points in time.

In general, there's a project manager and one of those technical resources across the disciplines who are assigned. For our largest center, which was really complex, there were three dedicated SMEs and a PM.

Their license structure, out of the box, is better than that of other providers and their pricing is much less than other vendors we've looked at. We continue to kick the tires on a couple of different solutions to make sure we're still getting the best value. It's part of our due diligence to look at other things. They are very willing to negotiate with us to reduce usage rates for long-distance or inbound phone numbers. In some cases, their rates might be higher than what we're paying locally, but they will usually match it or beat it.

Their one-time charges for core products and static deployments are really reasonable. You get into higher price points for bots and IVA types of infrastructure. Those are one-offs and depend on the complexity and customization you end up needing on them. We've had them sharpen pencils at times so we can progress with those efforts, and they're willing to do that. We have a really great account team.

Five9's product is very comparable to other products. It has the expected functionality, like core routing and queuing and voice channel routing. But what we found useful was that it has a utility type of pricing model. That meant we could add digital channel routing, email, chat, and SMS, to a contact center with a small staff, at a minimal cost.

In our previous worlds, with on-premises solutions, we'd have to spend a bit of money to enable those feature sets. As a result, the first line of business that wanted a feature ended up absorbing an exorbitant price, and then, once we had it in our environment, other teams could leverage it. We're happy with all of Five9's features, but the cost model was the big benefit for us. We no longer have to make that big investment for the features.

The flexibility of the licensing structure is very beneficial as well because we have very busy time periods, while, in other time periods we reduce our staff by 75 percent in one of our larger centers. Previously, with our on-premises solution, we had to buy and size for the peak. Now, we just use what we need at the time and then reduce it. The following year, we can ratchet it back up again.

We use the Intelligent Virtual Agent, and it works really well. There's a bit of effort involved to tune it and get it up and running correctly, which would be the case with probably any other provider. But you do really need to spend the time designing what you want and tuning it so that it delivers the different dialects. Since we are a global company, we have people calling in from all over the world. It's always a bit of a challenge to get it to learn those different dialects. When people are speaking in English, as an example, we have IVAs that the Irish use and that the English use, and other places in Central Europe call in using English, and they have their own accents as well.

You have to do your due diligence and identify what your metrics are going to be and ensure those are met with the solution's out-of-the-box reporting tools. If not, understand the requirements for customized reporting or dashboards, because reporting is a key piece. We went through an RFP. We found they were secure and scrutinized privacy risks closely. Five9 passed all our security checks, but each company has its own rules. Network and latency are important to check, but we really liked their PoPs. If you're looking at alternatives, compare Five9 to what other vendors are offering.

We use Five9 for customer service with calls, chats, and emails.

We're using agent assist on our phones to some degree to help save time by answering the common questions our customers may have.

We use the workflow automation for quality assurance purposes.

Five9's omnichannel ability to offer a more customized experience on the customer's channel of choice is beneficial. We've been using it, and we've liked it so far. We're getting what we're looking for, which is a single platform that integrates the three platforms we were previously using.

It has helped us reduce the number of dropped calls in our call center. They provide feedback on what works and doesn't work in our environment.

Five9 has helped increase our speed in answering calls and has helped us become more connected to our customer service.

I'm a big fan of statistics, so that's where I'm focused. Specifically, I'm interested in all the features we're using and the reporting that's needed to get them up and running. We've had to do a lot of editing to the existing report, and there's a lot of custom design involved.

Integration with third-party solutions can be difficult and has room for improvement.

I have been using Five9 for two years. 

I would rate the stability of Five9 as six out of ten.

I would rate the scalability of Five9 as five out of ten.

The technical support is consistent.

Neutral

We previously used Cisco but Five9 accommodates our current platform better.

The initial deployment started off complex.

We had the help of a consultant for the implementation.

I would give Five9 seven out of ten.

We needed Five9 as a company, so we were trying to figure out how to set it up and what our company could use it for. We also had to read through all the web tips to understand what we needed to change in order to use the system properly. There were a lot of things we had to fix from the start, both on our IT side and on Five9's side.

An individual had to learn how to use the Intelligent Virtual Agent before they could use the system effectively. Even though they helped us and taught us everything they could, we still needed to learn some information on our own in order to fully understand the system. For example, I needed to learn how to generate reports, so I had to read up on that on my own. This is the soft part of the system, which is good.

Maintenance is required.

We use the solution as a contact point for our clients.

The product provided insights for us to scale during some organizational changes. It gave us the flexibility to get into the cloud. It was a big impact that led to big savings. It also opened opportunities to change other things by moving them into the cloud.

The tool enables easier management. It provides ease of use and uptime. The solution is available in the cloud.

Five9 Omnichannel’s UI could be improved. It should be modernized. It's Java. There are some dependencies. Technically, it works. The user experience must be improved, though. It is probably just a little more traditional.

The programming interface that builds the workflows could be improved. The UI for our agents could be improved.

I have been using the solution for a year.

I rate the tool's stability a ten out of ten.

I rate the tool's scalability a ten out of ten.

The support could be better. Relationship management is good. The technical side is not always good.

Neutral

Previously, we used Cisco Finesse. We started using Five9 to get rid of the old legacy system of Cisco and to move into the cloud.

The initial deployment was pretty straightforward. At first, it did not go well, so we made some account management changes. When we redeployed it, it was okay. It was not a software issue. After we got the right people, the software was programmed correctly.

We deployed the tool in-house with the help of Five9. It was a big move. A lot of people were required for the deployment process from our side. The solution requires minimal maintenance for workflows.

We have seen a return on investment in the product.

The pricing is flexible and reasonable.

We evaluated Webex Calling and NICE CXone.

We want to use the Intelligent Virtual Agent feature. We are building use cases for it. We use Workforce Optimization for remote work. We were centralized before. It allows people to take advantage of not being in the same building at the same time.

Workforce Optimization has had a positive impact on agent and customer experiences. We were able to gain better insights into the number of calls and get a better grasp on where calls were going and how they were being handled. We've saved thousands of dollars.

We are working on some pretty intricate integrations right now. The tool provides flexibility. OpenAPI is very open. One of the reasons why we chose Five9 was its ability to integrate with CRMs like Dynamics and Salesforce.

Five9 Omnichannel’s ability to offer a customized experience on the customer's channel of choice is good. The UI could use some updating, but usability is always there. Five9 has helped increase agent productivity. Five9 has helped improve our call center’s speed of answering.

People looking to buy Five9 should get it if they want to integrate it with something. It's built to be integrated with platforms.

Overall, I rate the solution an eight out of ten.

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.

Positive

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 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 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 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.