Five9Reviews of five9.com

Five9 has really helped us to streamline and automate our team's activities. It has given us greater insight into the quality and consistency of our team's work. We're very happy with the system. There are occasional service issues, hence why I haven't rated it a 5, but I would recommend Five9 to other companies looking for a telephony system.

With Five9 it is easy to maintain and to helping the Reps in my area have good time making contact to there prospects easier.

Five9 is a complex system with lots of options for call centers. It was a great experience learning and implementing our system due to the people we worked with. The support they have is always willing to help and prompt with a response. The only problem I have is living on the East Cost creates time zone problems. It is hard for me to get help before noon since Five9 is hosted out of CA, and they are 3 hours behind us. If you can work with their knowledge base online on PDF, then you will never have this problem. To wrap everything up, I would recommend this system to small or large call centers looking for a good professional system as their telephone dialer.

five9 is very helpful. I have used them for years and wouldn't choose another service. Their staff is also very helpful.

Five9‘s software has been extremely adaptible, useful, agile, and efficient for our call center.

Five9 does what we need: Places calls into a queue for my Support Specialists to answer. It's easy to monitor those phone calls or listen to them later if needed. If you know anything about IVR's and ACD's, it's pretty standard. They're "in the cloud", which has been a positive experience. We purchased USB headsets and have been happy with the audio quality. The Cons: Five9 takes incoming calls in a round-robin fashion. When we had multiple phone options setup in the IVR, there were many times that a 3 min on-hold call would be picked up before a 20-min call. This is bad! In order to work-around this, we had to condense down to just one option in order to ensure we always took the oldest call first. We've been doing this for several years now and it's been fine. Salesforce integration was really bad several years ago. We gave up on it and haven't tried since then, so it may be a much better experience at this time. I don't know if the source of the problem was from the Five9 product itself or the Java platform it ran on. Apparently, Five9 can now be "Java-free", but they want to charge us to move to it, so we just gave up on the Salesforce integration altogether. Perhaps we'll revisit it someday... When listening to a voicemail, an incoming phone call will stop the voicemail and barge into the Specialists' field-of-view. In order to work around this, the agent must place themselves into a VM Only status. Again, a minor nuisance that is "by design", but inconvenient for our environment. Some features I've seen in other platforms that I will eventually check for in Five9 (I'm not sure if they offer it or not): --announce to callers your "position in the queue" and/or "estimated wait time". (not sure if Five9 offers this) --Wallboards built on HTML v5 in order to easily resize windows as needed. (not sure if Five9 offers this) --Users can have their place in line held and receive a call-back --built in gamification. (not sure if Five9 offers this) --with Salesforce integration: announce the caller's name based on Caller ID, ask if they're calling about a particular open case, and after confirmation, attempt to route to the owner of that case. (not sure if Five9 offers this) --with Salesforce integration: SSO (single sign on). (not sure if Five9 offers this)

Great Customer Service and problem solving from all the representatives.

Five9 is a great tool, not just for tele-marketing, but to accept Calls from existing Customers. We use Five9 for all our incoming customer calls. It allows us to easily direct the calls to the proper resource and tracks all our Call Data.