Five9 Reviews

We run a small call center for our clinics, all of our patient calls are routed to our call center. Five9 is our call center software and we love it. Five9 is so easy to use, our team learned the system in under an hour. The reports available in the system have helped us track our progress. The statistic reports have been instrumental in our goal planing process.

When we need customer service we often have to leave voice mails and wait for a call back. I would really help if we could get a live person right away when needed.

Five9 allows remote agents and call centers alike to track their inbound calls, outbound calls, auto dial out, record those calls for quality and regulatory purposes, live monitoring, live coaching, etc. It truly makes all telesales operations possible AND support operations run smoothly.

When pulling a call recording in Five9, I do wish there was a way to adjust the speed of the recording and jump to timestamps in a more efficient way.

Speeds up outbound dialing exponentially and when we first got it it worked seamlessly. Ease of use and has a good amount of reporting tools and features that make doing statistics a breeze.

We have been having session expires and forced logouts non stop everyday and it has added a lot of stress to me as a business owner, the tech team at five 9 have made us do so much work doing screen captures and saving all kinds of logs and recording sessions that i feel like im doing their job for them, We have even been accused of "lying" and "making up these problems" which makes no sense as it has hampered the success of my business. if they could just fix these technical issues we would have no complaints but its has been a nightmare doing so.

This software it good. I am able to speak with the customers all over the world using this.

None so far. I've never had any issues with this software

the quality of the call was always good, never crackley

they layout was difficult to navigate sometimes

I love the reporting capabilities that five9 provides. There's so much data. From handle time, ACW, Hold time, Idle time, whether or not an agent disconnects first, etc. The reporting gives you a deeper insight which allows you to coach metrics that will increase the productivity on your team.

Connection issues cause frequent system issues. Dropped calls and missing call recordings are common issues.

Having clear-cut, easy to use features for putting calls on hold, transferring to other parties, and establishing conference calls is a very impressive feat considering how many competitors products function. There are rarely issues with the software itself.

There are times when the core service will go down and the notifications to let you know that you are not connected need to be more visible. I have seen it before where the only indicator that your softphone is not active is a very small red X in the bottom right corner of the Five9 user interface.

Everything in one place, easy to use and build

Report building is overwhelming for those who lack knowledge.

The centralized management of incoming and outgoing calls is a real plus that FIVE9 offers to its community beyond sending SMS.

There are some bugs to perform some actions.

User-friendly platformEasy to log in and get used to it.Great connection and stable call flow.Easy to keep track of time worked.

It sometimes went down or blocked our accounts when login in and failed 2 times.We had to submit tickets to get our accounts unlocked which was incredibly fast.

There are a lot of things we like about Five9. The service and customer support is very good. They are timely and everyone we have worked with is very knowledgeable. The system itself is very user-friendly. Since you are so involved in setting the system up you quickly become familiar with how to work with it and how things actually work.

Initially I had concerns about the pricing with Five9's product compared to several other companies. I actually hired 3 different companies and ended the relationships with 2 before even getting them implemented. The customer service and setup of their systems was a nightmare. One took over 2 months to even get setup and after that several things we were promised didn't work. The 3rd company we used for about 6 months and had issue after issue and promise after promise not met. I came back to Five9 as it is worth the investment for my company.

I've been using Five9 for quite a while for managing all my interactions with clients via different means. Things are easier with centralized reporting. The best aspect of Five9 is that it is cloud-based, so you have no confusion with your documentation. The platform's setup is quite simple, you don't have to be some IT-wizard of Oz to get into it. But even if you can't, you can contact Five9's technical support – their managers can solve basically anything.

I can hardly find something to complain about Five9. Even if I had some complaints with them not being up to the minute, I would have been too late with posting it, as the platform is updating constantly. The only thing that I can complain about is the notification, as they pop up in the middle of the screen, but that's more of slight irritation, rather than some major flaw to be pointed out.

This is the software I use to do my job daily. I've used it for over 3 years now and it is exceptional. It hasn't lead me wrong at all and even at times I have a slight issue, the tech support is superb and very helpful, patient and kind. I wouldn't be able to do my job and keep my job if this wasn't such a great software program.

Only thing i can say I dislike about it would be not being able to enlarge font during chat usage, but it's such a minor thing that I don't even notice and someday it will probably be changed as well.

The reporting features impress me daily. There is a wealth of information coming through your call center each day. If you're not capturing it properly or tracking it, you losing revenue and productivity. Five9 helps you grow your business by not just collecting the data, but understanding it. You'll be able to identify time waste and increase the quality of caller experience

If you're not going to do anything with the data, don't collect it. The reporting features are awesome, so if you're not into that, this may not be right for you. It's also more expensive that other entry-level systems. I wish Five9 would offer phone #s and extensions.

I love the reporting capabilities in Five9. After working with Cisco for the past 3 months, I've realized how much easier and customizable the reporting tools are in Five9.

The functionality could be a little bit better. Being able to toggle between calls when you put a client on hold is a MUST and I'm shocked it's taken this long for Five9 to address this issue. And as much as I love the reporting capabilities, sometimes interpreting the data is not the easiest and customer service does not provide you with any help. An example would be running two separate reports on the same data, but acquiring different results. Data often does not match when it should.

Its easy to use. Easy call transfers. Soft phone compatible. Built in voicemail. Contacts folder is easy to use.

Always down. Constant network issues. Voice quality has gone down. Customer service is a bit of a joke.

We have multiple options for selection and Five9 makes it easy to triage the calls & record the incoming calls in a professional and timely fashion. We are able to access a recording minutes after it is recorded. We can also run monthly metric reports.

Outbound calls are not recorded. System does not integrate with our current intake database (salesforce).

I have used this at 3 separate companies and there isn't a complicated learning curve and their help section is very detailed with extensive training modules that you can reference easily.

The one thing that I'm not thrilled with is the `Supervisor area. It's cumbersome to try and sort the view and it would be nice if there was a find feature so I can locate an agent without resorting everything by name and then re-clicking a dozen times to put everything back.

Once you get past the learning curve I love how easy it actually is to use. It is pretty seamless into my day.

I do not like how easy it can get lost in the multiple tabs of my web browser that I have to use each night. You also have to make sure you are careful in changing your call status and that it sticks.

I enjoy the able to communicate with the staff while taking calls. The agent can instant message about questions without moving from their desk.

The software doesn't allow you to change/save information from a telephone number that reached the call center several times. The agents can't change the telephone number or caller name, so this information is enter in the comment section.

The level of customization possible with the reporting is astonishingly good. Programming an IVR - any type - is fantastic. The web interface for the agents is way better than the java version, so much more intuitive.

The worksheet function only allows one question per sheet/page. This makes it a little inefficient for the agent if they have to ask a lot of questions

As a contact center, we rely on Five9 to connect us with our customers. We appreciate the up-time, call quality and the overall flexibility of the system.

When the occasional outage occurs (not very often), it would be nice to have answers more quickly. I'm not sure there is much Five9 could really do about this. Since they support customers remotely and they have a large base, it's never going to be perfect. Generally they do a very solid job, sometimes it's just slower than you'd like it to be.
The only other thing I'd note, is that we frequently have to pose our own solutions to our business needs. Five9 can generally support some sort of a solution for any business need we have, however sometimes we have to be creative and come up with our own solutions within their tools.

Five9 is an excellent leader in the CCaaS industry as regarded as one of the most complete solution providers. My clients like the scalability and ability to add agents immediately as needed

It requires a separate WFE solution from Nice or Verint but that is usually a separate decision anyway

The cost of this product is very inviting. The reporting is very extensive and takes some getting used to, but it's also very thorough. I was always able to find the reports I needed. Anyone can log into Five9 from anywhere b/c it's cloud based.

The phone quality was a bit lacking. There was a 2-3 second delay between patient answering and connecting to the agent. We lost quite a few prospects b/c of this. The program was VERY picky about the types of Java that were installed. You had to pay very close attention to this or it would not work.

For the most part Five9 works pretty well. What I like most about Five9 is that its integrated with SalesForce so we only have to put our notes in 1 time.

Occasionally your servers go down so we are down so If that happens we end up being dead in the water, fortunately that doesn't happen alot