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.

Hello Adriana, It's fantastic to hear that Five9 has helped you increase your sales and patient retention. Thanks for taking the time to write this review. Let us know if we can ever be of service.

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.

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.

User interface is easy to use, the software takes the pain out of dialing, also you do get a high response rate since it’s always dialing.

I absolutely hate the fact that I have no idea what business or who I should asking for, until after the call is answered. Sometimes if you have any hardware or connection issues it could be 45 seconds after they answer before you have any idea what the business name is. as an outbound sales agent who cold calls to build a pipeline, in my opinion you have two approaches to cold calling 1) shotgunning...

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Hello, Thank you for your review. I have forwarded your feedback to your account manager who will reach out to you to help review the best practices for list management with Five9.

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

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.

Easy to transfer calls and check recordings.

Customer information record in five9 are not accurate

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

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.

Nice integration with salesforce. Being able to leave notes right after a call is helpful. I like the call disposition functionality.

It's clunky. The phone lines just flat out wouldn't work sometimes.

Hello Jesse, It's great to hear our direct integration with Salesforce is helping your team be more efficient. Thanks for sharing your feedback. Please don't hesitate to reach out to your account manager with any questions you may have.

Five9 has a good system of organizing calls, including missed calls, voicemail, reminders, etc. I am able to track my calls and average handling time right on the main screen which helps with meeting my goals.

There have been a lot of log-in issues for me (typically an error saying the plugin needed to be installed or an endless loading symbol). There have also been random occurrences of my mic/audio cutting out, requiring a browser cache/cookies clear and restart to fix.

Better than most phone software we have used in the past. Integrates well with salesforce.

Reporting feature could be easier to use, the learning curve is a bit steep. Acts kinda like Salesforce reporting but not as flexible.

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.

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.

Hi Dough, thank you very much for posting this excellent review. We strive to be a true partner to our customers, and our customer support team is one of the things that sets us apart from other vendors. Please let us know if we can ever be of service.

Five9 will help you monitor calls and track your call volume. If you're a call center, this system will help you receive calls more efficiently, track the outcome of calls, and improve your call center's performance. It has excellent reporting features and it's customizable to meet your company's specific needs.

You need to know a little about the system before you can go in and change settings. It's not as intuitive as some of the other basic systems, but then, it's not a basic phone system. Five9 does not offer voicemail extensions. That's not what it's designed for. I do wish that we could get our phone extensions from them.

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.

Hello Wendee, Thank you for sharing your amazing feedback with us. We're happy to hear that you love our software and our customer support. Please let us know if we can ever be of service.

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

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

Five 9 is easy to us. You can customize it however you want. Adding additional phone numbers or agents is a snap. The account managers we have been assigned have been great. The people they assign to you durning deployment were extremely knowledgeable.

Call statistic data only saved for 60 days. Should have a way to save all data locally or keep it on their server for at least 2 years. Makes trending difficult. You can export reports but if you didn't know you need something and then the 60 days have elapsed you are out of luck. There should also be a way to use the administrator functions on the web via a java applet. It would help out being able to make emergency changes on a cell phone.

David, Thank you for posting your great review. Providing "great customer experiences every time" is our vision, and we're excited to hear that your customer experience has been excellent. We're here to help, so please don't hesitate to reach out to your account manager should you ever need anything.

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.

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.

Hi Diana, Thank you for your great review. We're excited to hear that Five9 is working so well for Venmo. Please don't hesitate to reach out to your account manager if you ever have any questions about our features or functionality.

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.

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.

Hi Aleesha, thank you for taking the time post this excellent review. We’re very glad to hear that Five9 is working so well for you. Please don’t hesitate to reach out if you ever have any questions.

Not only does the Five9 platform have great VOIP features, it also has a great set of manager tools to monitor and audit calls. The call center can run smoothly with its wide variety of utilities.

The manager application is still a java app. Its 2019, everything should be web-based.

Hi Matt, Thank you for taking the time to leave this great review. It's great to hear that Five9 has helped scale your contact center and that our supervisor features are helping you track your performance. Please don't hesitate to reach out if you ever have any questions.

It is great that I can sign in fairly easily when first accessing the application, it loads quickly but that is about where the praises end.

The software is clunky, it is hard to find what you need when using it, even someone like me who has used it for a while now. The transferring feature almost never works, and connecting to microphones and headsets is almost beyond impossible when first logging in. I need to mess with the settings for a good five minutes before I am able to do anything.

Easy to use, customer support and tech support is incredible!

Reporting isn't very easy to figure out, without having to get Five9 support.

I like how easy it is to utilize, and the ability to quickly start using the service once it has been installed on a desktop.

Very rarely will have outages where the whole system is not functional and you can not receive or take calls for a long duration. (has only happened four times in the six years I have been utilizing)

Its an automatical dialer that will get your sales people hooked up to calls. I have nothing else positive to share, ehich is sad.

Most sales people could make many more dials working manually. The five9 team made alot of promises and didnt deliver on them. The salesperson seemed knowledgeable and high level but frankly was just very good at rebuttals and telling the customer what they wanted to hear. When it got time to purchase and use the software there were a number of items that just werent true or left out: Easy training Easy...

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Hello Elisabeth, this is not the experience we want our customers to have. I have confirmed that your case was escalated and reviewed internally, and I also forwarded your review to your account manager.

Easy to use. Easy to contact support. Very reliable. The app is lightweight, even old computer would work.

Installation on new computers - It sometimes creates conflict if you have the latest Java. But after installation everything will just run smoothly.

Hi Aaron, Thank you for taking the time post this amazing review. We pride ourselves with our excellent customer support and are glad to hear Five9 is helping you take care of your inbound calls. Please let us know if you ever need anything.