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Five9 REVIEW

Help Desk 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 adjust to your contact center traffic and always prioritize inbound customer service calls. Dynamic 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. You can use Five9 to improve productivity, key performance indicators (KPIs), and customer satisfaction.

Overview of Five9 Benefits

Five9’s Active Blending feature allows you to easily configure business rules to add and schedule to the outbound queue automatic follow-ups on any interaction. You can maximize agent time when there are no calls in queue to:

  • Proactively follow up on abandoned calls
  • Find out how customers like their recent product purchase
  • Flag negative customer surveys for personalized attention
  • Let customers know when an order has shipped or an issue is resolved

All the components work together on the Five9 platform as a single system, eliminating the technology gap between inbound automatic call distributor (ACD) functionality and outbound dialers.

The Five9 Virtual Contact Center (VCC) Platform offers the following benefits:

  • No maintenance costs
  • No expensive, never-ending integration projects
  • No technology lifecycle syndrome
  • No time-consuming administration
  • No hardware investment

The vendor takes care of your contact center infrastructure, so you can focus on working towards the success of your company.

Overview of Five9 Features

  • ACD (automatic call distributor)
  • Campaign and list management
  • Cloud APIs
  • CRM integrations
  • CTI and screen pop
  • IVR (interactive voice response)
  • Mobile customer care
  • Multichannel
  • More than 100 standard reports
  • Power dialer
  • Predictive dialer
  • Preview dialer
  • Progressive dialer
  • Queue callback
  • Real-time reporting and dashboards
  • Skills-based routing
  • Social customer care
  • Speech recognition
  • Text-to-speech
  • Web callback

Five9 Position In Our Categories

Position of Five9 in our main categories:

50

Five9 is one of the top 50 Help Desk Software products

50

Five9 is one of the top 50
Help Desk Software products


If you are interested in Five9 it could also be a good idea to examine other subcategories of Best Help Desk Software listed in our database of B2B software reviews.Industry-Specific Help Desk Software, Service Desk Software

Since each company has particular business needs, it is prudent for them to abstain from seeking a one-size-fits-all perfect software application. Needless to say, it would be useless to try to find such a system even among widely used software solutions. The clever thing to do would be to catalog the various vital factors that need consideration such as main features, budget, skill levels of workers, company size etc. Then, you should do your research thoroughly. Read some Five9 reviews and look into each of the other apps in your shortlist in detail. Such comprehensive homework can ensure you reject ill-fitting systems and select the system that presents all the features you need for business success.

How Much Does Five9 Cost?

Five9 Pricing Plans:

Five9 offers flexible 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 Help Desk 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
  • Canada
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


Melanie 2 weeks ago
Verified
user



Leona 2 weeks ago
Verified
user



Terrence 3 weeks ago
Verified
user



Otis 3 weeks ago
Verified
user


What are Five9 pricing details?

Five9 Pricing Plans:

Five9 offers flexible 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

Otis B.

3 weeks ago


Pros:
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 tool for training new and experienced agents.

Cons:
I am not a fan of their custom reports. Making them isn't very friendly to say the least. I had to go through a trial and error process to finally have the custom report templates we need.

The least favorable review

Terrence M.

3 weeks 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 2 weeks 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 2 weeks ago
Verified
user
It is very user-friendly helpdesk software which is clearly indicated by its simple user interface. The...



What do you think about this review? Great Poor
Published 3 weeks 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 3 weeks 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...



What do you think about this review? Great Poor
Published 3 weeks 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...



What do you think about this review? Great Poor
Published 1 month 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...



What do you think about this review? Great Poor
Published 2 months 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
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 2 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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