"The most valuable features of this solution are its flexibility, scalability and most of all the stability."
"Five9's most critical feature is a common user interface that delivers consistent customer service across various channels."
"The tool enables easier management."
"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."
"The product’s IVR script editor is very easy and simple to use."
"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."
"I'm interested in all the features we're using and the reporting that's needed to get them up and running."
"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."
"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."
"Can integrate with a lot of gateways in voice."
"This solution needs to be made more cloud-centric."
"Five9 has an active-passive high-availability model. I would prefer active-active."
"The pricing could be improved. It is set in US dollars, so it doesn't account for the exchange rate with other regions."
"There are some minor issues with some of their filtering that I'd like them to handle on their back end. The only limitation I can think of is that I'm always looking backward and can't look forward. I can't see how many calls are scheduled for tomorrow based on our system."
"The SMS feature could use some improvement as far as the opt-out process goes."
"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."
"It would be ideal if they could combine the tools into one suite."
"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... Five9's email channel isn't as good as some other vendors' email channels that I've seen. But there is an upgrade coming..."
"The knowledge base of their support is not as strong as the IVR build."
"Customer support can sometimes be delayed."
Earn 20 points
