Five9 Reviews & Product Details - Page 2

At first the support received to implement Five9 at out contact center, they were really helpful. The training material is presented in a clear and objective way. Review collected by and hosted on G2.com.

There are a few details that don't work the way I want for my organization, but I was informed I could contact my account manager to make the changes exclusively for our domains, so no complaints. Review collected by and hosted on G2.com.

It is cloud based and can work with it from anywhere in the world even on your mobile phone. User friendly and can intergrate with most of the applications like Zendesk. I use it everyday as an agent and administrator to customer support with great customer service and easy to implement. Review collected by and hosted on G2.com.

The expensive solutions for example for feature request for customised reports. Review collected by and hosted on G2.com.

The UI of the dialer is very nice and has many features. The backend where one configures the dial lists and campaigns also has great features that allow for granular control over the call centers dialing. From an admin point of view it has been easy to use and the users find it easy to work with as well. We were able to implement it within a couple of weeks, the implementation team was top notch. Review collected by and hosted on G2.com.

There have been a couple instances out of our control where the five9 packager we have installed with Salesforce had issues resulting in needing to pause our dialing until support was able to address Review collected by and hosted on G2.com.

Five9 has a superb and very user-friendly interface. Implementation is straight to the point as well as administering it. There are a lot of features that our workforce can rely on.

Some of our deployments are integrated into Verint and the ease of integration is seamless.

Monitoring is also straightforward as our workforce team got used to the platform more frequently. Review collected by and hosted on G2.com.

Somehow I feel a lot of red tape does exist in customer support. However, I could tell this would be in general for most providers, I just wish they could streamline this part of their services. Review collected by and hosted on G2.com.

The way it's integrated with Litify/Salesforce and so all activity is logged Review collected by and hosted on G2.com.

the digital queue for viewing emails and texts doesn't a good user interface Review collected by and hosted on G2.com.

What I like best about Five9 is its flexibility and ease of integration with APIs, which allows seamless customization of IVRs and workflows to meet specific business needs. The platform's scalability and omnichannel capabilities make it highly effective for managing large volumes of customer interactions across multiple channels.

The most helpful aspect of Five9 is its ability to centralize and streamline contact center operations, offering real-time reporting, advanced automation, and a user-friendly interface. This helps improve agent productivity, customer experience, and overall operational efficiency. Review collected by and hosted on G2.com.

some of the more advanced features can have a learning curve, requiring time and training to fully utilize them. Additionally, setting up complex workflows or integrations might take longer than expected for less experienced users. Review collected by and hosted on G2.com.

Five9 has many features that can help both the user and customer have a better experience with over 5 years of utilizing this tool i have mastered the reporting and how to properly use the tool to my benefit. Review collected by and hosted on G2.com.

Five9 has a recording that can be use realtime or recorded it would be best if they will release an option where it can have a transcription of the conversation too. Review collected by and hosted on G2.com.

On top of a good solid core product for multichannel contacts (VCC/SCC) , Five9 excels in it's ability and ease, in integrating to other CRMs, backend systems and new techs e.g. Studio, Diagloue flow (and other AI products). Integral to this is the fantastic support and availabilty offered by the support teams (TAMs, SMEs, hypercare and Project teams) to achieve and maintain these integrations. Review collected by and hosted on G2.com.

Whilst the core product is a good solid product, it could use with a bit more of a refresh, with core functionality.

Examples include:

1. Standard reporting suite is dated and five9's weakest link e.g. data coming from multiple data tables which cant be combined into one report.

2. ADP hasn't really changed in 5 years - appearence, missing QoL items such as being able to see (per skill) agent availability e.g. 3 Ready, 8 Not ready so agents can pro actively help manage queues. Review collected by and hosted on G2.com.

Five9 works well for outbound cold calling and allows us a lot of freedom to set it up in the way that works best for us. Review collected by and hosted on G2.com.

When there are issues, tech support asks for a lot of information that is very difficult and time consuming to collect and when we do, it still doesn't seem like it helps them to diagnose/resolve the issue completely. Review collected by and hosted on G2.com.

The fast-paced learning curve plus the integration capabilities it can bring to your business with complete solutions that work greatly with one another Review collected by and hosted on G2.com.

Lack of control for CNAM (numeracle) and telecom settings (such as call route and sip trunks) Review collected by and hosted on G2.com.