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.

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 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.

Public Cloud

We are a wireless service company, so we use Five9 for inbound ACD for our IVR system and manual outbound calls to our customers. We have also set up automation in the IVR so that customers can self-service.

WFA is a great feature. We have very few issues with it. Five9 uses Workflow Automation in the background to set up the run for the APIs, which has been working very well for us.

We use WFO for QA purposes. We can query recordings based on dispositions or other criteria, and we can query by agent.

WFO is a better and more efficient way for us to conduct quality assurance on our agents. This allows us to drill down on specific issues we're seeing, which helps us to coach our agents more strategically. This ultimately improves the customer experience.

I like the integration because we're currently using a Salesforce integration, and the integration from Five9 is good.

With Agent Assist, we are able to cut our after-call time from 15 seconds to eight seconds.

With Five9's skill-based routing, we can improve our ASA simply by setting the skills of our agents correctly. I can use them for multiple queues, voice, chat, and email, not just for dedicated voice agents or dedicated agents to one skill. I can also prioritize languages and different skills as needed.

We track our CSAT mostly from what customers tell us, and it's mostly about resolution, not hold times. We're actually doing well in this area. As for complaints, we don't really get that many. I hardly get any about hold times or IVR issues.

Five9 has helped us reduce costs because it allows us to use skill-based routing and scale our agents, which means we can run leaner operations and don't need to have dedicated agents for every skill.

Agent Assist and AI Insight are the two best features because they remind new and existing agents about tips and generate detailed case summaries, saving them the time and effort of making small modifications before posting.

The Salesforce Plus Adapter that they developed is a very light version of the original Five9 adapter. I would like to see more of the functions from the original Five9 adapter included in the Salesforce Plus adapter, as they do not automatically update when Five9 releases new features. I would also like to see more functionalities related to the integration.

Five9's primary strength is its omnichannel capabilities, but it hasn't improved since we started using Salesforce. We use our omnichannel solution for chat and email, and I like that I can customize my settings for specific agents, queues, and stored agents. However, I would like it to be more robust. For example, the post-call survey feature is just a template with one question, and there aren't many customization options. I would like to be able to customize my own post-chat survey or have more abilities to customize the existing one.

I have been using Five9 for six years.

I am extremely satisfied with the stability of Five9.

Five9 is highly scalable as far as adding additional licenses. I work with my account manager, and we are able to get this done quickly, usually within a couple of days if I really need the license right away.

I have had a very good experience with technical support. They are very responsive and efficiently provide me with the information I need.

Positive

Our entire IVR system was very outdated and on-premises. It was a homegrown system, and we had many issues with it, including bugs that prevented us from warm transferring and routing problems. Our development team could not fix these problems internally, so we decided to switch to Five9 with IVR routing which has been great.

The initial setup was straightforward from a general build perspective. The only thing that required a deep dive was the integration between our billing system and the Five9 APIs, which was necessary for customer automation. This required a little more testing than usual, as the APIs needed to check balances between the two systems. However, the general deployment of VCC itself, for routing voice, chat, and omnichannel communications, was very straightforward.

We had a total of five people who worked on the deployment. It was our own corporate management team for care to ensure that we covered all the functionalities that we needed.

Five9 assigned an implementation team that helped us with deployment in-house.

I prefer Five9's licensing model. For our voice users at least, Five9 uses concurrent seeding, which means that it only charges based on the number of license users who are actually logged in simultaneously. This is much more cost-effective for my call center, as I run three different shifts. I don't have to have a license for every single user, unlike other products like Salesforce, where we had to purchase a license for every user.

After comparing NICE inContact CXone, Conversal, and a few other leading solutions, we found that Five9 is the best fit for our needs.

I would rate Five9 as eight out of ten. Five9 is night and day compared to Salesforce.

Five9 has been working great, especially BCC. They're actually launching AI insights, which is great. It's AI-powered general AI reporting, with IVR integration. They're currently using it to generate CSaaS scores, which align very well with our own CSaaS scores, based on AIG and customer feedback from our post-call survey. I set up the post-call survey myself, and the averages are very accurate. So, overall, I'm very happy with Five9.

Maintenance is minimal and only required if I need to make routing changes.

Five9 is a great vendor for businesses of all sizes at all stages. They are very accommodating and have excellent implementation teams. The implementation timeline can vary depending on the complexity of the system, but it is generally straightforward. I would recommend Five9 to anyone interested in a cloud-based system.

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

I'm the head of the workforce for a company that sells online education. We use Five9 with our sales and service teams for contacting people during both outbound and inbound campaigns.

We have a lead form on our website. After a lead registers through that form, it goes to our CRM, and then it is connected with Five9. We can call them and make our sales pitch to try to sell more products.

We are now implementing a callback process with Five9. If people don't want to wait in the queue, they can say, "Call me later. Let me keep my position in the queue, and just call me when the agent is available." That is definitely something that improves the UX for our customers, and on our side, when it comes to handling calls, it has improved productivity.

In my role, the admin tools are most valuable, such as using the UI to configure all the campaigns and all the settings that we use. Also, the monitoring panels it has are very good. Our supervisors and sales managers build dashboards in the solution so that we can understand how our operation is performing throughout the day. That is very useful.

We have implemented workflows, and the Five9 WorkFlow Automation feature works very well. We're very happy with the tool. Five9 offers a very reliable solution, and that's why we are aiming to implement the new technologies in which AI is involved.

We use Five9 with Salesforce, and it works very well. It's seamless. We practically never have problems with that integration. The information comes and goes without a problem. The Salesforce integration helps agents a lot. It's easy to use, so they get familiar with it very quickly. Because of the way it integrates, it's like looking at one platform; it's all on one screen. They can see the call information and the information about the lead. It's very easy to read and very user-friendly.

On the side of the workforce that I am on, we are constantly working on improving our costs. We have to understand how long our calls are taking, and we are able to do all that analysis because of how Five9 presents all the information in the dashboard and how quickly we can analyze it. It's very useful to have a practical way to see the information and understand it.

Also, making changes is not that hard. For example, maybe we don't want to make that many calls; we want to make fewer. That's easy to do. It's a tool that allows you to make decisions and implement them very quickly.

Maybe they could do better on how we access all the data if we want the data to work outside of Five9. Sometimes, that's not the easiest process. It's not bad, but if there's an area for improvement, that could be one.

I have used Five9 at different companies, but in total, I have used it for around seven years.

I've worked with different solutions and different calling tools, and Five9 is definitely the most reliable. It's not perfect; sometimes there are issues where the system is down. That happens, and we understand that. But in general, it's a very reliable platform. The business has been working with this solution for years. You need a platform that you can trust and whose quality is good.

They have servers in different locations. Sometimes, one of them is down, and it's a very delicate issue when that happens because the business is running and every second counts. But it's not something that lasts too long, and that's because they have those different locations for their servers. You can change the server you're using and be up again. Downtime does happen and it even impacts the business, but at least it's not something that last too long.

Our company is growing, and we are planning to grow more next year. If we're going to be hiring more agents, we are not thinking at all about having to train them. We have no problem with that. Five9 is not one of the things that we are worried about.

But the implementation of new technologies usually takes time to understand and learn. It's a complex tool, and when you add things, you have to learn and understand how things work together. It's not easy, in that sense, to scale when you keep adding features. But when scaling in the sense of having more people use it, such as sales agents, it's not hard at all.

We have about 500 agents, most of whom are sales reps. We also have service operations, and because we are an education platform, we have teachers using Five9 as well. We operate in Colombia and Mexico, where our end-users are located, but we have supervisors and managers in Argentina and the US, in addition to Columbia and Mexico.

Their customer support is very good, but—and maybe this is not a big "but"—when an issue is very technical, it's not that clear to me what happened. Maybe it's not for me to understand it, but I have always thought that if I could understand what the issue was, maybe I could do something to prevent it. That part could be improved.

Five9 has been a partner from the very beginning. We will likely continue to use it moving forward. It is definitely a key player for our business.

Positive

The cost is not at the lower end of the market, but it's worth it.

The calling fees may not be the lowest, but it's a reliable platform with very good quality, and that translates into fewer calls and contacts and calls that may take fewer minutes. So those are benefits of paying those fees per minute. The IVR (interactive voice response) works well. It's something that definitely improves the operation and costs overall.

I've used different solutions, including Twilio and CloudTalk.

The main advantage of Five9 is its reliability. It is a stable platform. With these other platforms, the systems would go down a lot, and a lot of calls were interrupted.

Also, the costs of the other platforms were not transparent. I had the feeling they were not charging what they told me they would for the calls I was making.

The advantages of Five9 are everywhere, including the reporting tools and how the dashboards show you the information. Five9 definitely scores better in all of these aspects in comparison.

The drawback is that things that work better, of course, cost more. But the platform is reliable, and overall, Five9 is a better platform. But it's expensive when compared to these other platforms.

Take the time to configure it, to be sure about the configuration, and test it a lot because there's a lot that you get out of the tool when everything is working well and all the campaigns are well-configured. Take the time to really understand and configure the tool as your operation needs it. That will make it work better for you, and you will get better results. You have to understand how your operation works, and it takes time. Be patient, understand it, and configure the tool according to your needs, and it's going to work.

We are trying to use the Intelligent Virtual Agent feature. We are an American company, but our core business is in the Spanish-speaking market. Our whole operation works in Spanish. We are trying to be the first company to implement this tool in Spanish. We've been discussing this with Five9, and if it goes well, we may be the first company to try it out as a test. We really want to test this feature because we saw it at the summit, and we think it looks very good. It is the same case with the Agent Assist feature.

I've seen the presentations that my peers have done in terms of how we've been performing with customer satisfaction ratings and how our customers are feeling about our service. I can't recall a complaint about the quality of our calls or that we take too long to answer inbound calls. That could be a problem, but it isn't. It has been helpful.

Overall, when you work on their platform, it's very nice. We currently have what we need.

Public Cloud

Amazon Web Services (AWS)

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.

Public Cloud

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.

Public Cloud

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