Five9 REVIEW

Call Center Software

9 user reviews
USER SATISFACTION 91%
OUR SCORE 8.5

What is Five9?

Five9 is a blended contact center that provides a mix of inbound and outbound capabilities that work together to create Active Blending. You can use the platform to maximize your agents’ productive time and respond proactively to your customers.

Five9’s Active Blending capabilities, for instance, adjust to your contact center traffic and always prioritize inbound customer service calls. The dynamic and predictive dialer technology automatically moves outbound agents to inbound queues, and when there are no inbound calls in queue, it shifts to outbound call processing. In such way, Five9 helps you to improve productivity, key performance indicators (KPIs), and customer satisfaction.

What is also good to know is that all Five9 components work in synergy and compliance, so that they’d eliminate the technology gap between inbound automatic call distributor (ACD) functionality and outbound dialers. At the same time, this fully configurable platform puts control in your hands, and adopts easily your specific business rules for any type of interaction.

The pricing is moderate and calculated by quote, meaning that each client receives an individual package that corresponds to his needs. There won’t be any maintenance fees and expensive integration projects, and users don’t have to worry about investing in expensive hardware.

Overview of Five9 Benefits

In a nutshell, Five9 is a single, compact contact center & service solution that can make your business more productive. It equips agents with next-generation and high-tech contact management features, and serves inbound and outbound sales, support & marketing teams looking to provide better customer service.

Multiple Call Centers

Five9’s leading role is to make sure you’re available at as many channels as your customers could use to reach out to you. This means that you will have access to inbound call centers (ACD, IVR, & CTI), Outbound call centers (TCPA, Predictive, Power, & Progressive Dialers), Omnichannel call centers (Social, Mobile, Email, & Chat), and Blended call centers (Integrated Outbound, Inbound, & Omnichannel).

Smart Dialer

Smart Dialer is the favorite Five9 feature of busy agents looking to shorten waiting times. What this feature does is to predict agents’ availability and to optimize customers’ requests, making sure everyone can find what they came for. No-answers will no longer be valid options!

On-screen caller info

Five9 introduces handy screen popups to provide agents with a prospect’s history data while they’re talking to him/her. The screen pops can data-dip into your CRM to pull up information for the agent. In such way, the system makes it easy to personalize communication and engage future customers, and eliminates the time usually spent on preliminary introductions.

Intelligent routing

Five9 is an intelligent and very independent system that will route the right call to the right agent with little to no interference. It relies on IVR selections, customer history, agent availability, and other criteria to connect agents and prospects, but also leaves an open option to reroute a call in case the agent is busy. Thanks to this feature, users will never have to wait for assistance.

Valuable CRM integrations

Five9 also specializes in placing customer data at your fingertips, and exporting it quickly and easily to your favorite database. To do so, Five9 ingrates automatically with leading CRM service providers, including Salesforce, Zendesk, NetSuite, and Oracle.

Voice quality

Five9 guarantees the best voice quality for crystal clear conversations, as it uses voice lines from premium providers. Customers won’t have to purchase any special hardware to make the system work for them – Five9 is entirely cloud-hosted, and serves customers equally well on any device they’re using.

Overview of Five9 Features

  • ACD (automatic call distributor)
  • Agent Scripting
  • Campaign and list management
  • Chat
  • Cloud APIs
  • CRM integrations
  • CTI and screen pop
  • Email customer care
  • IVR (interactive voice response)
  • Local or Toll-Free Number Options
  • Mobile customer care
  • Multichannel
  • More than 100 standard reports
  • Power dialer
  • Predictive dialer
  • Preview dialer
  • Progressive dialer
  • Quality Monitoring
  • Queue callback
  • Real-time reporting and dashboards
  • Skills-based routing
  • Social customer care
  • Speech recognition
  • TCPA Compliance
  • Text-to-speech
  • UC Integrations
  • Web callback
  • Workforce Management

Five9 Position In Our Categories

Position of Five9 in our main categories:

50

Five9 is one of the top 50 Customer Support Software products

50

Five9 is one of the top 50
Customer Support Software products


Five9 is also listed in the following subcategories:

Category:Position:Category:Position:
Call Center Software#3
Category:Position:
Call Center Software#3

Each organization has different wants and needs a software that can be customized for their size, type of staff members and buyers, and the particular industry they are in. For these reasons, no software can offer perfect features out-of-the-box. When you search a software product, first be sure what you require it for. Read some Five9 reviews and ask yourself do you need basic functionality or do you require advanced tools? Are there any industry-specific features that you are seeking? Obtain the answers to these queries to aid your search. There are lots of elements that you need to consider and these include your finances, specific business requirements, your company size, integration needs etc. Take your time, check out a few free trials, and finally select the platform that offers all that you need to boost your organization competence and productivity.

How Much Does Five9 Cost?

Five9 Pricing Plans:

Five9 offers flexible enterprise pricing options with annual or month-to-month contracts. Annual contracts provide reduced fees compared to month-to-month contracts. Actual prices are not available on Five9’s website. Contact the vendor directly for more pricing details.

User Satisfaction

We realize that when you make a decision to buy Call Center Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Five9 reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Five9. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

POSITIVE SOCIAL MENTIONS

4

NEGATIVE SOCIAL MENTIONS

3

Video

Technical details

Devices Supported
  • Windows
  • iPhone/iPad
  • Mac
  • Web-based
Language Support
  • USA
  • UK
  • Canada
  • International
Pricing Model
  • Quote-based
Customer Types
  • Small Business
  • Large Enterprises
  • Medium Business
Deployment
  • Cloud Hosted

What Support Does This Vendor Offer?

  • EMAIL
  • PHONE NO.
  • LIVE SUPPORT
  • TRAINING

Five9 User Reviews


Leona 2 months ago
Verified
user



Terrence 6 months ago
Verified
user


What are Five9 pricing details?

Five9 Pricing Plans:

Five9 offers flexible enterprise pricing options with annual or month-to-month contracts. Annual contracts provide reduced fees compared to month-to-month contracts. Actual prices are not available on Five9’s website. Contact the vendor directly for more pricing details.

What integrations are available for Five9?

Five9 offers robust pre-built integrations with leading CRM solutions. Some of these integrations include:

  • Five9 Cloud Contact Center CTI for Salesforce
  • Five9 On-Demand Call Center Software for NetSuite
  • Microsoft Dynamics CRM Online
  • Oracle Service Cloud
  • SugarCRM
  • Zendesk
  • Zoho CRM

User reviews


User reviews in total: 9

3
5
1
0
0

Average Rating:

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The most favorable review

Ryan

4 months ago


Pros:
It is everything we want in a call software. Five9 can do everything we want a dialer to do. I just can't put into words how very pleased we are with Five9 and its rich set of features. Our call center operations are now streamlined.

Cons:
Call quality gets affected when our internet slows down to 50mps. If it drops further to 40mps, instances of dropped calls rise.

The least favorable review

Terrence

6 months ago


Pros:
Five9 definitely is a very good dialing software. I also love the many ways I could control how the system dials the data. On top of that, the administration panel is fairly simple and navigation is not a problem.

Cons:
The reporting functionality is quite complicated and requires a great deal of time to really learn this feature. I had a hard time creating custom reports, which is way easier if I did it on Excel.

Published 1 month ago
Verified
user
Five9 is so flexible that we can easily adapt to the ever changing needs of our clients. It also integrates with our existing CRM system and has no problems retrieving...



What do you think about this review? Great Poor
Published 2 months ago
Verified
user
It is very user-friendly helpdesk software which is clearly indicated by its simple user interface. The...



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Published 3 months ago
Verified
user
I love how extensive their one-on-one training with us when we on-boarded with Five9. The accoynt rep assigned to us was really helpful and walked us through to every...



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Published 4 months ago
Verified
user
It is everything we want in a call software. Five9 can do everything we want a dialer to do. I just can't put into words how very pleased we are with Five9 and its rich...



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Published 6 months ago
Verified
user
Five9 definitely is a very good dialing software. I also love the many ways I could control how the system dials the data. On top of that, the administration panel is...



What do you think about this review? Great Poor
Published 6 months ago
Verified
user
The system enables me to have a very good visual on how my agents perform and what they do to better manage their time. Also, the call recording feature is an excellent...



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Published 7 months ago
Verified
user
Getting Five9 started is a walk in the park. The initial setup did not present any difficulty and we were able to get things going quickly. Also, I love how we can...



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Published 7 months ago
Verified
user
The integration with ZenDesk is solid and it is the one thing that really matters to us. We are committed to implementing Zendesk for reports, email management, as well...



What do you think about this review? Great Poor
Published 7 months ago
Verified
user
Set up and implemenation is a breeze and I love how very friendly the system is once we rolled it out. We have a small call center environment and Five9 fits like a...



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