Five9

Five9 is a great Cloud Contact Center!

Comments: We normally have an amazing time with Five9 but when their systems go down they are really bad at communication and support during that time and that is extremely frustrating.

Pros:

Five9 is a very powerful and reliable cloud contact center that helps us achieve all of our business objectives for our customers.

Cons:

Price and some parts of the system are still Java based. It has created issues regarding sending and receiving data because Five9 is stuck in the past with their API, which needs to change.

Too big to keep up

Comments: A stable relationship ended when other outbound dialer solutions specialized in that area became too much to pass over. We switched to Convoso and have been very happy.

Pros:

Five9s platform was very dependable. The support teams were top-notch.

Cons:

We primarily used Five9 for outbound call center. The bare functionality was there but it was not a product that was meant for this purpose. New challenges like spam mitigation and answering machine detection were severely lacking. So much so that our rep provided us outside services to help with Spam mitigation at a great cost and in such a way that was virtually impossible to admin from their interface.

Easy to use

Comments: I really enjoyed the simplicity of use. I think once the bugs are worked out it will be a fantastic software.

Pros:

The concept that you get the calls automatically and it keeps track of every call and time on the calls.

Cons:

even if I was receiving calls regularly the page would keep timing out and expiring. I had to keep logging out and unplugging my softphone and plugging it back in before logging back into five9 in order to keep receiving more calls.

Best Product I've ever used

Comments: I was one of the trainers on Five 9 for our company and the fact that it just keeps improving all the time, it's very user friendly, and the reporting is spot on and easy to download

Pros:

The Five9 University really helped all the users in my company, so when Five9 actually roled out, they were like true pros. I love how you can monitor calls, listen to call recordings & download them.

Cons:

Honestly nothing really. Compared to the old phone system we used previously; this is night & day.

Five9

Comments: The company uses Five9 as out telephone services. Can received calls and make calls Five9 lets you know about your internet strength.

Pros:

If the call drops I have the telephone number to call back. It also give the queue volume which lets you know how long the client is waiting.

Cons:

Five9 integrates with Zendesk, If zendesk doesn't work neither does Five9

Easy to use but Crashes Constantly

Comments: Overall there is more reliable call center software out there besides Five9. I would prefer to use software that was more difficult to use and would require more instruction than an easy to use software like Five9 that is less reliable with its glitching, freezing and shutting down.

Pros:

The software itself is easy to use after some brief training time. It is very easy to receive inbound calls and there is a easy to recognize sound when a call is coming in and outbound calls are easy to make in the dialer. There are many ways to customize the user experience by adding different 'roles" for employees that are using the software. This way you can customize which employees receive what calls based on their department and what they are trained to handle.

Cons:

The software crashes A LOT. As a user I have had the software crash multiple times while I was in a chat, on a phone call with a customer or in the middle of writing an email. I have had the software freeze during a chat and then log me out of the system.

Awesome

Comments: I’m my opinion the program is great easy to navigate and quickly learn its functions.

Pros:

The accessibility and the fact it’s a hands on easy navigational program .

Cons:

The fact it doesn’t have a phone line dial addition it’s a bit hard as we must use another app to be able to call and receive calls

For remote customer support employees

Comments: Reliable software for remote technical support work.

Pros:

Reliable software for remote technical support work. User friendly. I learned the principal functionalities in a couple of hours.

Cons:

If the routing set up is not properly done is possible to receive calls from certain countries with the instrument information on display belonging to a different user. It's annoying as the agent has to inquiry again to the customer over the phone. Maybe integrating an AI which recognizes the phone country code?

Five9 for Web Developers

Pros:

It has sophisticated routing and queueing capabilities and it has real time monitoring features. The API of Five9 integrates the CRM into the businesses systems.

Cons:

The systems with integrated API require a lot of maintenance, because of the newer versions.

A great dialer for call center environments

Pros:

Tracking calls in queue, recording and live listening to active calls.

Cons:

Does not track number of agents on calls very well, only shows active names, not a total # of agents.

Review for Five9

Pros:

It is very easy to use in comparison to other similar products.

Cons:

There are too many packages to choose from in terms of what you get out of it. They should condense it.

Five9 Feedback

Comments: Very smooth and no issue with monitoring calls

Pros:

Easy to transfer calls and check recordings.

Cons:

Customer information record in five9 are not accurate

FIVE 9 as an Innovative and Efficient tool for Outsourcing

Pros:

Voicecall plays a vital role in our job since this is where our operations revolve and how we resolve our customer's concern. I could definitely say that Five 9 is an effective softphone where calls are effectively monitored and delivered to us. There are also seldom reports of tool problem when it comes to this platform, it's performance is deliberate and helpful in making sure our workflow is smooth.

Cons:

One enhancement that can certainly be helpful to users and management is if the tabs used are smaller and if the call history can be overviewed through hovering through the icons. Without having to leave your current call. This way you may check on other variables from five 9 even though the softphone is minimized.

My Five9

Comments: Overall I really love using Five9, it's effective for the most part and navigation is pretty easy once you get used to the system, sometimes has it's glitches from time to time with login issues but would still recommend the software to anyone curious of purchasing.

Pros:

I loved that it was easy to navigate, integrating our phone system software into Five9 was also simple. Monitoring, logging and recording calls are an absolute need for me to perform my job well.

Cons:

There were some run-ins where the software was acting a bit crazy and not logging me in. I hated when I had to wait on support to reset my login, sometimes they took a bit longer than expected to respond to support tickets.

Telesales, auto dialer, live monitoring, the list is endless!

Comments: My overall experience with Five9 has been positive. I have used other applications for these same business operations and experienced consistent service interruptions and crashing. But, Five9 has not had those same issues in my experience and allows our operations to run smoothly for telesales agents, customer service, and leadership alike.

Pros:

Five9 allows remote agents and call centers alike to track their inbound calls, outbound calls, auto dial out, record those calls for quality and regulatory purposes, live monitoring, live coaching, etc. It truly makes all telesales operations possible AND support operations run smoothly.

Cons:

When pulling a call recording in Five9, I do wish there was a way to adjust the speed of the recording and jump to timestamps in a more efficient way.

5-9 And Outbound Cold Calling

Pros:

User interface is easy to use, the software takes the pain out of dialing, also you do get a high response rate since it’s always dialing.

Cons:

I absolutely hate the fact that I have no idea what business or who I should asking for, until after the call is answered. Sometimes if you have any hardware or connection issues it could be 45 seconds after they answer before you have any idea what the business name is. as an outbound sales agent who cold calls to build a pipeline, in my opinion you have two approaches to cold calling 1) shotgunning - otherwise known as just makinng as many calls as possible and based on law of averages you may get 1-2 prospects. If this is your business mod l then five9 is the perfect fit for your business. 2) Sniper approach - taking an intellectual approach to each call, where you know how long they’ve been in business, products/services, competitors, and other industry knowledge establishing yourself as a well informed expert. I typically use this approach and five9 has not been a good fit. IF YOU WANT TO HAVE NEXT LEVEL CONVERSATIONS WITH C-LEVEL DM’s you need to know this information before whoever answers the call. Uploaded a list of over 5,000 prospects and for some reason over the course of calling 8+ hrs a day 5 days a week For 3 months and anaverage of 150-200 - I’ve only hit 6% utilization of the list. The software seems to get call certain numbers repeatedly.

Pretty pleased overall!

Pros:

Reliable software for handling our incoming calls, like the fact that I can define campaigns and see where each call is coming from, like the reporting features for the most part (see one drawback below in "cons"). Connection is pretty good most of the time if using a hard-wired headset. Good customer service, very responsive and good at following up.

Cons:

Don't like the fact that since we've installed Skuid we cannot get Five9 to sync records with Salesforce, which has created numerous issues with duplicate records. Was working with you all to get this situated, but the attempted fix created a massive crash in the middle of our business day and I haven't been able to revisit for fear of doing that again. Maybe we can plan to work on it with you after hours... Also don't like the fact that the reporting reports "ready state" whether in "ready voice" or "ready VM" or "ready voice and VM." Would like to have a separate reporting for "ready VM," which is a state we would not like to pay our agents for b/c it does not result in live answers, and "ready voice" or "ready voice + VM," which are states we do want to pay our agents for b/c the calls are answered live when those are the choices (unless all agents busy, of course).

Five9 Review

Pros:

This software it good. I am able to speak with the customers all over the world using this.

Cons:

None so far. I've never had any issues with this software

User friendly, organized, reliable

Comments: Easy to use, with common sense it can be used easily. So many features to choose from and explore.

Pros:

Everything in one place, easy to use and build

Cons:

Report building is overwhelming for those who lack knowledge.

My five9 experience

Comments: Five9 made my work ao much easier because it works so fast with my commands and reached made my calling easier as well

Pros:

I use five9 everyday in my work as a customer service representative. I call customer all the time and five9 is very efficient soft phone I use because it works so fast and I did not experience technical problems ever since I used it

Cons:

None that I can thin of in this software

Good dialer for a small or new contact center!

Comments: Pretty good with ups and downs, it's just a good product to start your small contact center.

Pros:

Easy to use and implement, agents and people, in general, understand how to use it pretty fast due to a simple interface.

Cons:

Has some limitations and needs to improve in reporting and analytics.

A great communication tool and easy to use

Pros:

I work at a call center and using Five9 has been a great experience as per we don't have to dial, it helps us saving time and generating more calls. It has an excellent reporting features that meet company's requirements.

Cons:

The Five9 is very complex so people who are not used to work with this kind of program will have to be trained...but once you get familiar with it won't complain at all; it's worth it!

Not So Great, Pass if You Can

Comments: It has not been a great one, but unfortunately my company requires its use. I am not satisfied with the overall functionality of the application and am highly disappointed in the call transferring capabilities.

Pros:

It is great that I can sign in fairly easily when first accessing the application, it loads quickly but that is about where the praises end.

Cons:

The software is clunky, it is hard to find what you need when using it, even someone like me who has used it for a while now. The transferring feature almost never works, and connecting to microphones and headsets is almost beyond impossible when first logging in. I need to mess with the settings for a good five minutes before I am able to do anything.

Softphone User

Pros:

User-friendly. The user-interface is very clean and utilitarian.

Cons:

Options for customizing the user-interface is non-existent. Ver. 10.0.1 is only almost 2 inches wide and even if you enlarge the window, it stays the same width. Closing one of the associated windows of the crm program would also close down the five9's window. Although not really work impacting, it would really be helpful if there were options for the actual display of the UI

When working, very good

Comments: Good when its working as it should.

Pros:

Easy to use, easy to transfer, simple way to make mass dials.

Cons:

This tool has stopped working a few times and others the quality of sound has been off. Like robot voice sounding. When its working it works well, but big dog falls hard. Usually have to restart the computer and SFDC when it malfunctions. In some cases it asks you to re-download software that is already on your computer.