Five9

Pros

I like multiple inter-connected functions bundled together within the CCaaS Five9 platform including call center UI/UX, call routing, recording, logging and analytics

Cons

It is on the costly side and took some time to implement, the setup configuration guides could be a bit more intuitive

Pros

Five9 was hands-on during the setup. Their promises stated that Five9 had everything that we needed.

Cons

What we received is not what we were promised. Limited integration with Salesforce. Support quality is hit or miss.

Pros

1. Easy to integrate with any ticketing tool. It is added as a plugin and is easy to use and manage.
2. You can setup from station based on Gateway or any id that you configured.
3. Proper reporting of incoming and outbound calls.

Cons

1. Automatic logout from the machines if you are not there for even 5 minutes.
2. Voice quality is not that much clear and good.
3. Very slow and time taking to start in the day.

Pros

Easy to use interface. Was able to utilize it in a lot of companies I had worked for.

Cons

No cons per se. I did not notice any issues or bugs.

Pros

1. Very reliable software to use.
2. Very clear with the profile options to put as active and inactive.
3. No lag or issues came in between the discussions.
4. Voice mail by customers, messages are all just great features to deal.

Cons

1. Issues come with deployment and number of errors.
2, There is no notification or option to receive the call, it directly auto receives the call, and the customer starts saying hello.
3. Difficulty in understanding the call history records.

Pros

I liked the way it worked and when opened the functions it provided

Cons

Five9 was the most difficult program I have ever had to install on my desk top . And then when I closed for the night it took a mountain moved to open it up daily

Pros

1. Integeration is easy and convinient of Five9.
2. Customer support team is really helpful and provides timely resolutions.
3. Helps to grab real time records to see calls and chats.

Cons

1. Laggy in performance.
2. There is no information whenever a call recieved it is automatically started and ended.
3. Sometimes we saw gaps in records data as well.

Pros

So I like how simple the platform is overall. It’s not complicated at all, which is ideal for business applications.

Cons

Now, I believe it has a few issues that, if resolved, would be fantastic.

Just to mention one or two, you can be in a call and get kicked out for no reason. Also, even after months of use, when you try to access it, it says it needs to be downloaded again. It also freezes during calls, which makes it a little difficult to deal with.

Pros

Not much, they were great when they started but seem to have fallen behind

Cons

See above answer, too many bells and whistles that did not work properly

Pros

I like that's easy to use and integrated with a custom-built ERP, you can use webhooks, and integrated links to interact with the platform.

Cons

It's too basic, and the algorithm for the distribution of calls is very flawed. You don't have a smart, context-aware algorithm

Pros

It has sophisticated routing and queueing capabilities and it has real time monitoring features. The API of Five9 integrates the CRM into the businesses systems.

Cons

The systems with integrated API require a lot of maintenance, because of the newer versions.

Pros

It is very easy to use in comparison to other similar products.

Cons

There are too many packages to choose from in terms of what you get out of it. They should condense it.

Pros

Easy to transfer calls and check recordings.

Cons

Customer information record in five9 are not accurate

Pros

Voicecall plays a vital role in our job since this is where our operations revolve and how we resolve our customer's concern. I could definitely say that Five 9 is an effective softphone where calls are effectively monitored and delivered to us. There are also seldom reports of tool problem when it comes to this platform, it's performance is deliberate and helpful in making sure our workflow is smooth.

Cons

One enhancement that can certainly be helpful to users and management is if the tabs used are smaller and if the call history can be overviewed through hovering through the icons. Without having to leave your current call. This way you may check on other variables from five 9 even though the softphone is minimized.

Pros

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

Cons

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.

Pros

I liked having all the information avaliable to you right there for each client

Cons

At first before auto dialing was set up at had to call each lead individually

Pros

It's easy to use and accessible as long as internet is available. Supervisor views are customizable to fit preference and requirements. Agent applet/softphone app is very user-friendly. It is not intimidating because it looks simple yet professional.

Cons

Reporting is a pain. It does not show the numbers that will make sense in a BPO setting. Java based application for Supervisor is also excruciating especially if Java version in the PC is not compatible. Good thing agent applet has web-based option now.

Pros

smooth interface, works great in firefox, edge and chrome

Cons

would like to see a mobile app for five9

Pros

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.

Cons

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.

Pros

What I like most about five9 is its reliability. I don't have to worry about its software glitching or failing on me. I love how easy it is and it allows you to set call backs.

Cons

I can't think about any con's with using this software. I have zero complaints. I reccomend using this software to anyone.

Pros

Easy of use and deployment with cloud contact center platform. Specialized in dialer and outbound functionality

Cons

Advance technology on analytics and AI related needs to be included

Pros

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.

Cons

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.

Pros

What I like most is that integration to speak to customer and third party seller on a given interaction.

Cons

I feel like your software is missing a performance report.
We notice there was an issue with audio on majority of our interactions.

Pros

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.

Cons

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.

Pros

works as a dialer should. easy visibility to what the Agent is currently doing or has done throughout the day. easily customizable (Supervisor screen). Tons of reports available without having to customize. Able to customize the Agents screens with fields available. Very little downtime or issues & have the ability to activate GR fairly quickly. always are aware of any maintenance & downtime expected (a couple of weeks notice normally)

Cons

sometimes following up on open tickets take longer than it should. Accessing an Engineer is not always easy. Limited to customize some screens. If there are issues, difficult to find out as not very forthcoming of information

Pros

It easy to get an survey or feedback to the customer and also to monitoring the all contacts and posted a notes to the conversation

Cons

There's a some of bug there's having a lagging and sometimes late a response to the customer

Pros

Easy to use and with a great reporting system to keep track of KPIs and time management, and best leads tools for call cal ca; calling og prograded.

Cons

WORKING IN A CALL SENTER FOR SEVERAL YEARS.

Pros

The Five9 University really helped all the users in my company, so when Five9 actually roled out, they were like true pros. I love how you can monitor calls, listen to call recordings & download them.

Cons

Honestly nothing really. Compared to the old phone system we used previously; this is night & day.

Pros

The accessibility and the fact it’s a hands on easy navigational program .

Cons

The fact it doesn’t have a phone line dial addition it’s a bit hard as we must use another app to be able to call and receive calls

Pros

If the call drops I have the telephone number to call back. It also give the queue volume which lets you know how long the client is waiting.

Cons

Five9 integrates with Zendesk, If zendesk doesn't work neither does Five9

Pros

Reliable software for remote technical support work. User friendly. I learned the principal functionalities in a couple of hours.

Cons

If the routing set up is not properly done is possible to receive calls from certain countries with the instrument information on display belonging to a different user. It's annoying as the agent has to inquiry again to the customer over the phone. Maybe integrating an AI which recognizes the phone country code?

Pros

Tracking calls in queue, recording and live listening to active calls.

Cons

Does not track number of agents on calls very well, only shows active names, not a total # of agents.

Pros

chat AI feature is very awesome and easy to use! overall great product

Cons

no cons at this time, Five9 works great for what we need.

Pros

Easy to integrate with Salesforce Call center.

Cons

N/A. It functions as needed. Pricing is fair

Pros

Five9 is a very powerful and reliable cloud contact center that helps us achieve all of our business objectives for our customers.

Cons

Price and some parts of the system are still Java based. It has created issues regarding sending and receiving data because Five9 is stuck in the past with their API, which needs to change.

Pros

I like it a lot because it's easy to use with good, fast and efficient support. It has lots of advantages in terms of functionality and also in terms of price.

Cons

I like it but customization is difficult and takes time

Pros

Easy of management, reliability, good performance, Voice IVR capabilities and rich voice features

Cons

Looks like a multichannel platform handling digital channels in isolated modules

Alternatives Considered

Reasons for Switching to Five9

Pros

Simplest UI with well defined tabsDisplayed everything important on screen, call time and everything elseManager/supervisor panel had a detailed information and helped in managing work flow

Cons

If there was a little bit of network trouble, the call dropped or there was no voice from the other end. Had to restart the station at times.

Pros

Five9s platform was very dependable. The support teams were top-notch.

Cons

We primarily used Five9 for outbound call center. The bare functionality was there but it was not a product that was meant for this purpose. New challenges like spam mitigation and answering machine detection were severely lacking. So much so that our rep provided us outside services to help with Spam mitigation at a great cost and in such a way that was virtually impossible to admin from their interface.

Pros

The ability to tell when calls are coming in and going out is critical to a call center. I've worked at call centers before in the insurance enrollment world in both English and Spanish. Call data tracking matters to keep tons of data secure, while giving accountability to a company should the caller divulge data like their social security number or home address. These are strictly confidential and the call program working right is a major factor.

Whether someone is using a script or has general guidelines, the most important aspect is the call itself coming through and not dropping, Five9 is able to record audio crystal clear for later playback.

Cons

If your internet is going in and out the program does take a while to boot up. It also doesn't have any in-built noise reduction or increasing features, so the caller audio may change call to call and cause a need for rapid audio changes depending on the call.

Pros

I like the non stop call base, I really like the record button. I also like how we can transfer to the vote line with ease. No more having to hold and dial, it automatically does it for you ! Love that feature! The fact that my boss can hope on anytime if need be, or listen inn on performances is also key for our company! Great features. Great price, Great organization for our team.

Cons

At times it would run slow, and we would run into tech issues with dial up system some times.

Pros

I like the most how it disconnects from the complication of having a business line. There are special call center phones with setups and programs that make taking calls difficult. Five9, however, is simple. We use a pair of headphones and the software and you're set to take calls at any time! The quality of the phone communication is great and we've had a consistent, reliable beam of phone service since we started using Five9 about 1.5 years ago. The software itself is incredibly simple and easy to learn as well as being fast and efficient. It's the little things, like being able to run weekly reports on calls, and seeing if another person is waiting in queue to talk to you, that matter.

Cons

There are two things I like the least: customer service and not being able to block incoming call numbers easily. On average, I have to call Five9 Customer Service once every 2-3 months about a question. The customer support employee on the other end of the line does their best, but usually they are not helpful about the specific issue. They have helped me with a 5 star-rating in some issues, but sometimes it's a 2-star interaction when they don't know what to do. It's kind of a "turn it off and turn it back on again" approach. I've had a few times where they simply don't know how to resolve the issue. They keep checking back on you, calling and sending emails several times after the issue. This is a nice sentiment, but often results in annoyance when the issue has already been settled or someone found out something on their own. The other thing I like the least and the reason I gave it 4 stars for features and functionality is that there is only one way to block incoming numbers. Many unknown numbers call our office every day and hang up immediately. We think this is an automated service or sales call which has glitched and called us. To block a number, you have to go into the manager's portal and reroute the calls. It's a complicated process.

Pros

Easy to use as a standalone, web-based inbound and outbound calling tool, good reporting capability and monitoring

Cons

Records are only retained for 60 days and this encompass both reports as well as recording databases. Even downloaded record data is erased remotely!

Pros

I loved that it was easy to navigate, integrating our phone system software into Five9 was also simple. Monitoring, logging and recording calls are an absolute need for me to perform my job well.

Cons

There were some run-ins where the software was acting a bit crazy and not logging me in. I hated when I had to wait on support to reset my login, sometimes they took a bit longer than expected to respond to support tickets.

Pros

The seamless connection between clients and the representatives off site (both in office and from home)

Cons

There are some features, such as end of call dispositioning, which require 2 separate clicks to complete. This often makes for lost time, missed 2nd click, resulting in the call not being correctly dispositioned.

Pros

Flexibility to expand and downsize the capacity

Cons

Lack of Coverage and Support in certain region and countries outside US.

Alternatives Considered

Reasons for Choosing Five9

Switched From

Reasons for Switching to Five9

Pros

The concept that you get the calls automatically and it keeps track of every call and time on the calls.

Cons

even if I was receiving calls regularly the page would keep timing out and expiring. I had to keep logging out and unplugging my softphone and plugging it back in before logging back into five9 in order to keep receiving more calls.

Pros

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.

Cons

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

Pros

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.

Cons

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.

Pros

The ease of online dialing and being connected to your phone, monitoring calls, seeing what calls for which products are holding,

Cons

It could be some extra features I guess or maybe just made it more a little user friendly