Five9 Reviews & Product Details

Five9 is an all in one contact center as a service (CCaaS) platform. They have everything you could possibly need all in one location from one account. They offer different features based on specific needs and the best part of five9 is that it can be completely customized for your businesses specific needs Review collected by and hosted on G2.com.

The customer support team could use some improvements. It doesn't always seem like the team is on the same page or has the required knowledge to actually be able to throughly assist with support issues. Also, the setup of five9 takes a good amount of five9 knowledge to be able to implement properly. I had to learn for over 2 years all things five9 before I was confident in building out the system for the company I was employed with. Review collected by and hosted on G2.com.

Account Managers are helpful and strive to work with your organization to find products that fit your needs

Technical Account Managers are fantastic and can help new Admins design or redesign contact flows

Lots of customizable options, lots of products to choose from to suit your business needs

Lots of improvements to various products over time, transparent release notes and communication about early releases or delays

AI options and custom solutions are available. Five9 team is willing to scope projects to try to find solutions that may be out of the ordinary set up

A lot of Five9 is fairly intuitive and easy to use for beginners. Agents can pick up tasks without extensive training to hit the ground running.

Online training (university) and documentation is available, as is the helpdesk with a searchable knowledgbase with questions from other users

Outbound dialer has many options and is easy to setup and monitor Review collected by and hosted on G2.com.

Some of the basic contact center tools/functionality offered by other vendors is considered an add-on and there are additional fees

Some of the products (Virtual Observer) have archaic interfaces and leave room for desired feature requests

Some basic features of Agent Dashboard are not available (bulk delete, sorting by column/variable details, threading although that is being worked on now)

Some routing for more complex business use-cases requires workarounds which can be cumbersome to maintain (transferring chat profiles from one to another is not possible wit standard SCC/VCC settings, but a workaround is available with VIVR setup)

Standard canned reporting can be tricky for chat analysis Review collected by and hosted on G2.com.

I love how easy it is to setup IVRs in five9 compared to some other solutitions. Manganging users is also very simple for IT admins like me. I like the interface as well as you can normally find what you are looking for quickly without having to poke around much. Review collected by and hosted on G2.com.

I do not like all the diffrent dashabords and tools we have to use. I would like for everything to be in one place rather than having a desktop tool to manage users. This should be included in the supervisor dashboard. I also dislike the SMS features, it is slow to send most of the time and my agents end up waiting around for replys for longer than they need to. Review collected by and hosted on G2.com.

Dear Roe Roa and Benedict Villarosa,

I hope this message finds you well. I am writing to express my heartfelt gratitude for the incredible support and care you both provided during the implementation of the Five9 phone system. From the very start of the project to its successful completion, your expertise, responsiveness, and dedication made all the difference in the ease of integration.

Building the IVR with you was a highly collaborative experience. Despite the many nuances we encountered, your attention to detail and commitment to finding solutions ensured we achieved a system that was both robust and user-friendly. You consistently went above and beyond to address every challenge with professionalism and creativity.

Moreover, your guidance and hands-on approach in implementing the chat, SMS, and email components were equally outstanding. Your ability to anticipate potential hurdles and provide clear, timely resolutions was invaluable. You both demonstrated not only technical expertise but also a genuine commitment to our success every step of the way.

Your level of customer support, care, responsiveness, and expertise have set a high bar for any future implementations. I cannot thank you enough for making this process so smooth and for being such dependable partners throughout the journey.

Please know that your efforts have not gone unnoticed, and I truly appreciate the dedication and professionalism you both brought to this project.

With gratitude and appreciation,

Sincerely,

Matt Lewittes

Customer Service Manager

(Primary Technical Contact / Trainer)

TruMedsRX Review collected by and hosted on G2.com.

Nothing major, a few system limitations that will hopefully course correct in the future. Review collected by and hosted on G2.com.

It's great that it allows me to work from home and take care of our cancer treatment customers remotely. I can also call customers using the same system, if need be. I use the system from 7:00 am to 12:00 pm every Tuesday. Review collected by and hosted on G2.com.

Well, as an example, whenever Windows updates are applied to my laptop, it sometimes upsets the settings of Five9 on my laptop, and I have to call Five9 support to get this resolved. When I call about this, Five9 already seems to know about it. It would be great if Five9 could send out a notice about any known issues to all users as soon as possible to keep downtime using the system to a minimum. Review collected by and hosted on G2.com.

As an administrator for numerous phone systems and contact center platforms, it has been my experience that Five9 is among the best. Perhaps most importantly onboarding for users and admins was handled very well and their knowledge base is expansive and covers all one needs to know about Five9 products. Implementation was thoroughly planned and flawlessly implemented. Next the platform itself is stable, reliable, and offers customization that exceeds expectations. Lastly I can't emphasize how helpful, and responsive our technical account manager is. Review collected by and hosted on G2.com.

In my experience, I have nothing negative to say about Five9. Review collected by and hosted on G2.com.

Five9 is used daily by our customer care team, who is the first to speak with new customers. It is easy to compile reports and is user friendly enough that it is easily picked up by new hires. Integrates easily with other phone systems (we use Ultatel integrated with Microsoft Teams). Customer support is fairly easily reached and is able to help more than a lot of other tech supports. Review collected by and hosted on G2.com.

Administrator functions are handled by a Virtual Contact Center which requires Java to run. The campaigns, skills, etc can all be confusing to maintain and make changes to from an administrator standpoint. Review collected by and hosted on G2.com.

I like how they have developed the List Sync plus where it syncs all the records into Five9 dialer whenever there is any update on the record's field in Salesforce. Review collected by and hosted on G2.com.

I don't like the user interface of the reporting. The VCC console is not good at compatability on Macbooks. Also, the syncing from LSP into Five9 dialer is only 90 and it takes so long to sync a campaign if there are around 100K reocrds. Review collected by and hosted on G2.com.

Incredibly scalable for diverse teams as its cloud native infrastructure allows scaling globally without significant downtime.

It has robust integrations with other platforms. The array of 3rd party software available, either through automation or through professional services, has allowed us to optimize our workforces productivity without needing to grow our headccount needlessly.

They're pro AI and investing time and money into what appears to be a great application of this new technology.

And their account management team is always responsive and willing to help. Review collected by and hosted on G2.com.

While functional, the UI feels a little outdated making it less intuitive for agents and admins when compared to other platforms.

The reporting function (while excellent for obtaining data) is not intuitive and requires training and experience to manage and report effectively. There are too many out of the box reports, there's only 3-4 required to manage your teams, otherwise it's death by data overload. Review collected by and hosted on G2.com.

Having worked with various customer interaction management solutions like NICE and LiveVox, I can confidently say that Five9 stands out as the best experience I've ever had. The setup process for our team was streamlined and intuitive, which made the transition smooth and hassle-free. What truly sets Five9 apart, however, is the incredibly fast response times. Whether it's customer support or the operational responsiveness of the software itself, Five9 delivers performance that is consistently quick and reliable.

The platform's ability to integrate seamlessly with our existing systems enhanced our workflow and eliminated the typical learning curve associated with new software. This seamless integration, coupled with robust real-time analytics, has empowered our team to make data-driven decisions swiftly, boosting our operational efficiency.

Hands down, Five9 has not only met but exceeded our expectations. The ease of use, combined with outstanding features like intelligent routing and multichannel support, ensures that we are equipped to offer exceptional service to our customers. Five9 has definitely raised the bar for what we expect from a customer interaction platform. If you're considering a reliable and efficient solution, Five9 should be at the top of your list.

I ought their stock a few years ago =) Review collected by and hosted on G2.com.

nothing i wish i could find something bad about it. Review collected by and hosted on G2.com.