Five9 Reviews

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. 

Public Cloud

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 deploy Five9 for our customers who use it as a contact center solution.

The most valuable feature is the simplicity of making scripts within the contact center solution itself. Using the IVA (Intelligent Virtual Agent) has also helped with productivity and efficient routing through the system. It pre-fills variables from a form and routes to the correct agent, reducing handling times and increasing single-call resolution.

Five9 should improve its omnichannel feature, allowing partners to manage all tenants with a single account rather than needing multiple accounts for each customer. Additionally, the solution lacks versioning in scripting, making it crucial to manually back up scripts to prevent rollbacks from causing issues.

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

Accessing the accounts is very difficult, which is a major minus point for Five9 and needs to be addressed.

Customers using Five9 seem stable. However, during training and demos, resiliency tests failed, which was not ideal. This is a concern for stability.

Five9 is not truly a multi-tenant system. It operates on different domains, with each customer getting their own. We face scaling issues, especially when trying to scale up bigger contact centers.

I have only had introductory conversations with a few personnel. So far, I have not had much experience with customer support.

Positive

I have used Cisco WebEx previously. I prefer Five9 because it is more intuitive and easier to accomplish tasks, especially compared to the work-in-progress status of WebEx CC.

The initial deployment was difficult, primarily due to accessing accounts. However, once access is granted, maintaining and updating the system becomes seamless.

We followed trainings and webinars from Five9. Initially, we shadowed them during implementations, and later, they shadowed us.

I have evaluated several other solutions, but specifically, Cisco WebEx has been my most recent experience.

I recommend enhancing multi-tenancy features and implementing version control in scripting. I rate Five9 an eight out of ten overall.

Other

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 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.

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.

More than five years.

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.

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.