Five9 Reviews

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 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.

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.

We use the product for our call center for all of the customer-facing communications, chats, emails, and phones.

We were trying to get a one-stop shop so that employees did not have to log in to several different types of software to answer back to the customer depending on how they reached out to us.

It's given the customer a better experience. Our agents are more confident. They're more capable of handling everything that needs to be in one platform. They are able to train faster because there are not different kinds of software involved. And it's we've seen a big difference and a big you know, big change swing in the right direction as far as training time, like I said, confidence and just people's ability to better service customers since we kind of took it all into a one-stop shop.

We saw the improvement within the first year. I'd say probably six to nine months is when we really saw it all kind of firing on all cylinders and coming together.

The integration overall is the best thing. Having everything in one spot is great. Being able to have them take chats and emails at the same time and have them take more than a couple of chats depending on their tenure and really being able to customize things in that capacity is great.

The intelligent virtual agent feature is interesting. We have been dabbling with that. We have not implemented it with our staff as a whole. However, we have been dabbling with it and may implement that.

The AI technology is very good. We are using the summarization tool, which allows the agent to have a summary of the call created for them via AI and then just cut and paste it into notes. That's been a huge help, and that's been a very big time saver.

The workflow automation feature has been very beneficial. It's allowed us to route everything in a way that we wanted to - ensuring that the customer gets in front of the appropriate person to start as opposed to having to be transferred around, etcetera.

This feature is good for aggregating information and providing visibility into data and performance. We're very happy with it. We've had no problems. 

The solution's ability to integrate with various CRM tools. However, the only thing we use is a home-brewed order management system, and it's done very well at integrating with ours. The open API allows us to have it communicate as we need it to.

The omnichannel ability offers a customized experience on the customer's channel of choice. It's great. We use it for phones, emails, and chats. We did a little SMS, initially, and it really gives the flexibility and the ability for us to not have to. Even with SMS, we started using it and found that it wasn't that big of a pull for our customers. They weren't super interested in it, so we didn't have to go out and find another standalone feature. We were able to do it in-house and do the testing and realized that it really wasn't something for us, so we were able to kind of tweak it accordingly and pull it back down.

It helped you reduce dropped calls in your call center. We've seen a huge drop in that. That's based on better management of the call flow. About 20% fewer calls are dropped. We're really able to kind of keep a pulse on it and stay on top of it on a daily basis to make sure that any tweaks that are needed or done on the fly and that the customer is not inconvenienced.

It helped to increase agent productivity. They are able to log in to one platform. They're quicker. They're more agile, and they're able to handle more as a result.

It helped improve your call center speed to answer. In utilizing the reports, tools, and dashboards in front of us, we've absolutely sped up. For example, abandoned calls have gone down. The speed to answer has dropped considerably. And the SLAs are great. KPIs have gotten a lot better.

They are great in terms of reacting when something happens. When features come out, they immediately let you try them out for free. They ask for your feedback on them. They actually take your feedback into consideration. There have been several times when we will play with a new tool and make suggestions on it, and they actually make changes as a result of that feedback. 

All of the KPIs have gotten better aligned with our expectations. 

It helped reduce costs in our organization. We've saved on staffing and we've saved on software by 10% to 15%.

The reporting could be a bit better. Real-time reporting lags a bit. Overall, it could use a little bit of fine-tuning.

I've used the solution for several years. 

We rarely have any stability issues. If we do have any, it is resolved quickly and looked at to see how they can avoid future problems. I'd rate the stability nine out of ten.

We have about 150 to 200 users on a daily basis and up to 2,000 during holidays. We have it set up in multiple locations around the world. 

The solution can scale without issue. 

Technical support is very responsive and accommodating. They don't stop until they get to the bottom of the issue. 

Positive

We've used Fuse and Oracle in the past. We were growing. Fuse was a smaller framework and we needed something larger. Oracle was comprehensive, bulky, and difficult to teach. We needed a phone system to handle the size that we were growing to and also something that was more omnichannel. 

I was not directly involved with the initial setup.

We have a team dedicated to maintaining the solution. 

The deployment was handled in-house. 

We have noted an ROI. The cost savings and training times saved have led to our ROI.

The pricing is very reasonable. It provides very good value. We are cost-conscious. They take our feedback into consideration and make sure we get what we need so that we feel comfortable with what we are paying for. 

We looked at several options, including Nice, Gladly, and Genesis among others. The size of the company and the willingness to work with us was why we went with Five9. It did come down to cost and the fact that the feature set was comparable to others. 

While it is a big purchase, it should be entered into without hesitation. I'd recommend it to others. It's proven to be a solid and reliable product. It's a great company that does a great job.

I would rate the solution nine out of ten. 

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. 

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.