Five9 Reviews

As a VCC admin, I primarily use Five9 for call center monitoring. There are many LOB queues that I monitor to check how many calls there are and details like base time, AHT, and a variety of reports such as call log reports, detailed AHT reports, or call summaries. 

We also create new users upon receiving requests via Five9. To do this, I open Five9, navigate through various tabs, find the appropriate icon to open VCC admin, log in, and manage employee records by selecting and terminating employees as needed. This is all part of using the workforce management profile.

The Intelligent Virtual Agent (IVA) feature helps to monitor the agents. We can see if an agent is getting stuck. For example, if an agent has not been logged out properly, we can log out that particular agent from a particular session because it hampers productivity. It helps us to be more productive.

Our call center agents use the Agent Assist feature. Our call center leaders are also using it to monitor agents' quality metrics.

We are also using Qlik Sense along with Five9. Five9 is for monitoring, and Qlik Sense is for service-level reports. Five9 provides us with real-time information, whereas solutions like Verint take a lot more time. Qlik Sense can have intermittent logging issues where it might not work properly, whereas Five9 works properly. Among these three, Five9 is the best. Five9 also gives more bifurcation options.

Five9 is good and intuitive. It helps to know how things are. I love it and use it every day. There are always new reports to generate. There are a lot of opportunities within Five9.

Additionally, the real-time agent monitoring and ability to skill agents based on calls in the queue are invaluable and much easier than previous solutions like the AWS application. Previously, using the AWS application involved cumbersome steps to manage users and agents, making Five9 a welcome change. Overall, Five9 has made my job easier compared to before, and I do not struggle with it.

Five9 has helped improve our call center’s speed to answer. Our leaders are using Five9 to monitor everything. It is not a time-consuming application.

We used Five9 in a call center for a bike delivery company.

We transitioned to a new call center but opted to keep using the Five9 software we were familiar with from our previous provider.

The workflow automation is incredible for aggregating information and providing visibility into data and performance. The workflow automation helped us a lot because we could use different skills to get various people.

Our programmer easily integrated the Five9 APIs into our custom dashboard, allowing for real-time data access. This was incredibly useful because we could create alerts based on Five9 data, something impossible with our previous tool. This provided us with immediate insights into issues, like high call volume, that would have gone unnoticed otherwise.

Five9's strength lies in its reporting, ease of tracking, and ability to cater to both large and small businesses. Despite our company's size, Five9 offered the features and functionality we'd expect from a system used by major call centers, making it feel like we were playing in the big leagues. Five9's impact was immediate. Its automated workflow handling eliminated our inefficient, linear system where tasks had to be passed sequentially from agent to agent. Five9's ability to split and parse tasks automatically not only improved performance but also reduced costs, even though our previous system cost less.

Five9 helped us reduce dropped calls, which was a major improvement. We used to have a 12-16 percent abandonment rate, and while other factors played a role, Five9's contribution was significant. Additionally, their "whisper" feature is a great training tool. It allows us to coach agents during live calls without the customer hearing, making it a valuable resource for onboarding new staff.

The improved supervisor tools allowed for more efficient agent tracking, which in turn boosted productivity. This eliminated downtime and ensured agents were focused on their tasks.

Five9 helped us improve our agents' ability to answer calls quickly.

The targeted problem-solving capabilities improved our CSS and benefitted the entire business. The high-quality data from Five9's porting function allowed us to pinpoint issues and develop solutions based on that data.

Five9 is a dialer, a Contact Center as a Service system. If you're a call center,  Five9 is an excellent tool because reps can log in, make and take calls, even in high volume, handle inbounds, and work efficiently versus doing Zoom calls that might not be as scalable. You use Five9, for example, if you're making three hundred calls a day or running customer support with many inbound calls at an airline.

In my company, Five9 solves several problems. It's a huge platform, but the common issue it solves is good connectivity. The tool also helps provide your customers with a good customer experience.

Sales is another use case of Five9 because you'd get more happy customers, drive more sales, have good deliverability, and, as mentioned previously, good connectivity.

Five9 helps establish that you are a real company, or in my example, a real airline, and not seem like a scam where there's no number when you call customers who bought tickets. It's essential to have a reliable form of communication, which Five9 can provide, so the tool benefits consumers with a good customer experience and the reps for scaling and handling a high volume of calls.

I've seen huge benefits from Five9, particularly the power dialer or outbound dialing feature, the screen pops, the good deliverability and connectivity, and customers being able to receive calls and answer them. All these are mission-critical for the business.

Five9 has also helped reduce the dropped calls in my call center. The solution has helped improve overall agent productivity, and the outbound dialing capability was a big help. Even the speed to answer was improved through Five9.

Integrations or connectivity to other systems and workforce optimization from the solution are more helpful than my organization expected, where not only the contact center benefits but other departments as well.

The omnichannel and IVA in Five9 also helped increase my organization's CSAT and NPS scores.

We use Five9 for our contact center for sales and service. We also have some integration with our CRM.

We implemented Five9 because we were trying to move from an existing on-premise contact center to a cloud-based one so that we didn't have to worry about maintaining the servers, OS upgrades, and patches. We needed a platform that was easier to use and maintain and had less lead time for implementing new features.

Five9 reduces IT resource requirements and gives the business the power to make changes within the platform. I'm the Telephony Manager, and two other people handle Five9 administration. We give the managers the ability to reset agents’ passwords. We would have had to do this in IT if it was another platform, but we give that ability to the business. The tool helps us reduce IT resource requirements and increase business participation and administration.

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

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

The solution has certainly reduced our costs.

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

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

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

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

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

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

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

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

We are a contact center for a construction remodeling company using Five9 for all outbound and inbound calling as well as the controls and handles our cadencing and lead flows. It helps us determine which customers are ready to be called and provides us with reminders about staying on top of all of our leads.

We're operating in multiple locations or area codes. Five9 enables us to call from local numbers, so we're calling people from a number that they recognize, and it can handle that automatically.

Five9 has reduced dropped calls by about 30 to 50 percent. It has improved agent productivity by allowing my team to do lots of things in other systems from within Five9. They don't need to dig into the back end of other platforms to make automations happen. 

The solution is essential to improving our contact center's relevance to the organization. It has improved our answer speed by making us more efficient. Their system pushes it to the next available team member, so we never wait for it to roll from one person to another. We've definitely reduced our speed to answer and speed to lead, with it prompting us to call someone when the data comes in.