Five9 Reviews

Once you get it going, which isn't easy at all, it doesn't quit running.

It's horrible to implement, the support is awful, it also uses mechanics that are impossible to understand with minimal documentation.

Five9 support is fantastic, and the UI intuitive enough for the majority of our managers and directors to pick up relatively quickly. We use NICE Engage as well, and this platform is far superior.

Five9 has not been as widely adopted within our managers as WalkMe had been amongst our general users. The UI is easy to use, but could use some updating.

After implementing several other call center software programs that did not meet our requirements, Five9 offers such a rich feature/function set and meets all our needs. The sales, implementation and support experience has been superior compared to their competitors.

From and IT perspective, the help desk/customer support team's knowledge is lacking. Most of our inquiries are not able to be addressed by 1st level

The software itself is easy to use after some brief training time. It is very easy to receive inbound calls and there is a easy to recognize sound when a call is coming in and outbound calls are easy to make in the dialer. There are many ways to customize the user experience by adding different 'roles" for employees that are using the software. This way you can customize which employees receive what calls based on their department and what they are trained to handle.

The software crashes A LOT. As a user I have had the software crash multiple times while I was in a chat, on a phone call with a customer or in the middle of writing an email. I have had the software freeze during a chat and then log me out of the system.

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.

I like that it is cloud based, which allows me to be mobile with my call center. We live in Florida and have had to evacuate the office for a hurricane, but my teams were able to login from the safety of their evacuated places and continue to offer support.

I feel like the reports are sometimes confusing.

Five9 provides the best ease of use I have seen in call center software. I love the monitoring features and ability to pull reports on all of my representatives. Another pro of Five9 is the reliability, this program almost never crashes!! Even when we are performing with full capacity, it never lets us down.

As with any program there is always room for improvement. When pulling reports in the program, sometimes the numbers seem to be skewed. I wish it had an explanation on how it computes the metrics.

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

Overall support was always helpful and 100% there through learning curve. User friendly. Web based and easy call flow

The recycle of calls if no answer. Seem to come around to quick and causes customers to compain on too many calls

I can see what I'm calling it there is no information imputed by opening the phone number in Google.

I don't like that you can see how many calls you have taken but you can't see your talk time . I have to manually add it up.

The interface is intuitive both to support and end user. The organization capabilities and download file types help me accomplish my tasks with relative ease.

My only issue was with onboarding as we trained users on Five9 that were used to NICE. However, training has been relatively easy due to the intuitiveness of the solution.

This program is very easy to learn making training a snap. Online support and telephone tech support are fast and available.

Very sensitive to fluctuations in internet connectivity: all other programs will still be running but the five9 app will need to reconnect.

This software is being used by the whole company to monitor the sales and customer service agents. Call recording has been a masterpiece for our Quality associates.

I haven't used all of the features. So far, I haven't experienced any major issues with this software.

It is very functional and rarely gives me issues. It has clear audio when working correctly and allows me to have clear long, conversations.

It has had some bug issues. It sometimes makes me log in and out consistently to make calls. Also dialing through satellites gives perception that we sometimes dial from "walmart". When not working correctly you can also sound like a robot occasionally.

Five9 has a ton of functionality and serves any need you might have. Customer service always answers

Customer Service sometimes struggles to understand what you are asking. They are helpful and polite but sometimes a language barrier gets in the way

The ease of use and functionality is great for the business, specially we are an online security company.

for nearly 4 years of use, I haven't really encountered any cons about this software

I liked the versatility the most. Any feature we could come up with, they had already ready to go.

I with the GUI was a little better. It wasn't flashy, which isn't really important, but could be better.

We absolutely love how powerful the reports are, such as call volumes & statistics. this allows us to keep up with our agents at any time and it has lead to a massive, consistent increase in productivity.

Some reports may take some time to populate & export, but even with this minor delay, Five9 is one of our top choices in software. We absolutely love using it.

I found that five nine is a very simple dialing system and in the middle of dialing you're able to talk to your supervisor and co-workers easily through the chat email icon

Sometimes the dialer would freeze up on outgoing calls but this wasn't in a very common occurrence and overall I wouldn't really have any dislikes to note

One of the best feature of this software is that it allows you to download a plug-in to your browser, so that way one can multitask will effectively helping customers.

The software uses a lot of RAM. So you have to make sure you use at least 8 gigs.

Easy to use and reliable.

In the past, they had teething issues but for the last couple of years, all has been smooth.

allows you to integrate existing software to streamline productivity. I use Salesforce with CRM and it works great.

Just like other Five9 software it is the most expensive on the market. I would like to see the price go down.

the software is user friendly and does not need much technical knowledge to install and setup. The dialler even loads faster compared to other software that offers softphone option.

the only disadvantage is since the software works using the internet, the reliability of the connection depends on the internet speed.

Easy use, web base, great customer service

Monitor agents with audio and also screen

As an appointment setter specialist, Five9 always saves the day. It is the most reliable and cheapest VoIP service provider in the market, not to mention their dedicated customer service support available 24/7.

Sometimes, the extension crashes all of a sudden and after which you need to reconfigure the set-up.