User Reviews
Virtual Call Center by Five9
USER REVIEWS - All reviews
Purchased Date: N/A
Dir. of Civic Engagement & Community Education, CHIRLA
April 09, 2012
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Pros
had a pretty good experience
Cons
maybe better customer and timely customer service. was a little expensive
Overall
good service even though a little pricey
Purchased Date: February 01, 2012
Assistant to the President/CEO, Merced School Employees Federal Credit Union
March 28, 2012
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Pros
Our company is using Five9 for autodialing. The monthly fee is affordable, there was no equipment to purchase, and we've received excellent customer service.
Cons
I have nothing negative to say about Five9.
Overall
I highly recommend Five9! Our loan collections department needed help in speeding up their calling process. Five9 helped us find a solution! From the sales staff, technical staff and implementation staff-all have been excellent. The staff at Five9 has been helpful, patient and they have great follow-up. We are very satisified with the price of the service too.
Purchased Date: February 01, 2012
President, Creative Integration Inc
March 22, 2012
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Pros
I am very impressed with how easy you guys have made five9 to use. Plus the support is always available and Conrad has been there whenever we need him.
I wish I would have known about Five9 earlier
Cons
Takes a few days to get setup and installed however its worth it.
Overall
Five 9 does everything we need and then some. We are still learning the system, and the more we learn the more impressed we become
Purchased Date: January 01, 2012
Manager, Support Servce, Rearden Commerce
March 21, 2012
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Pros
Easy to use, strong online knowledge base and helpful support staff. Cick and drag feature for IVR set up is nice. The feature to copy IVR setup in order to create a new one is very nice.
Cons
Have to work around if you want voice mail routed to email. Voice mail can be answered by group but then have to forward to personal voicemail if you want to save for reference.
Online training is not up to date with latest release, not to hard to figure out minor differences.
Overall
Easy to implement and would recommend for small to mid-size contact centers.
Purchased Date: March 01, 2012
DIRECTOR , GRAND LEISURE HOLIDAYS
March 21, 2012
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Pros
Easy to use and great customer services
Cons
no cons on this system
Overall
I would recommend five 9 VCC services to any business that plans on using VOIP to increase productivity.
Purchased Date: February 01, 2012
Operations Manager, CheckAdvanceUSA.Net
March 20, 2012
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Pros
the system is very friendly at a user/agent level.
we have seen a direct response in our productivity levels.
Cons
There are so many features available on the admin side that implementation can be overwhelming
Overall
Overall highly recommended.
Purchased Date: March 01, 2012
VP of Operations, Weed Man Holly Springs
March 16, 2012
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Pros
System is easy to use. Helps salespeople become more efficient. Increases dials and productivity.
Cons
Like anything it takes time to get used to using. As you use you learn and can make changes.
Overall
I would recommend Five9 to anyone who wants to increase their call rooms productivity. Takes the guess work out of managing people.
Purchased Date: January 01, 2012
ceo, 911 tax relief
March 12, 2012
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Pros
very easy to use and has great features
Cons
has to customized to fit company perfectly
Overall
i would recomend it to any call center
Purchased Date: February 01, 2012
Consultant, Groundswell Direct
March 12, 2012
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Pros
My trainer was very flexible with me and we broke up the session into a couple of smaller training sessions; rescheduling at my convenience.
She was very efficient and being able to see the screens via WebEx was very helpful. She also watched me move through a couple of screens after her instructions, making sure I had learned the process.
She answered all my questions except one, which she didn't have an immediate answer. She got back to me right away with the answer. I was impressed because a lot of trainers are frustrated if they don't have an immediate answer and give you bad information.
I'm impressed with my trainer.
Cons
I really don't have anything negative to say
Overall
I recommend that you ask for Louriza Flores to do your training.
The combination of using WebEx and the screens are very helpful and then having the trainer watch me move through some of the screens adds to the retention.
So far, so good.
Purchased Date: February 01, 2012
Call Center Agent, Miracle Hydrate
March 09, 2012
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Pros
Convenient icons, quick to understand, easy to learn
Cons
Just some bugs with Five9 hooking up to Lime Light with some things
Overall
Good thing to use for call centers.
Purchased Date: N/A
Owner , Cleraing wiorx
March 08, 2012
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Pros
Very easy to learn and use.
Cons
sometimes it's hard to get through to tech support and once you do get through its hard for them to understand what your issue is so it takes a little while to get to the fix.
Overall
I would recomended this system to other office like ours.
Purchased Date: March 01, 2012
administrator, goal educate
March 08, 2012
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Pros
so easy to work on
Cons
you shoud have a different language trainning
Overall
different languages trainning
Purchased Date: November 01, 2011
Sales Manager, BluFi Lending
March 05, 2012
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Pros
Allows us to contact out older data base in a uniformed fashion.
Cons
Hanging up on person because some one else picked up first
Overall
Good system
Purchased Date: March 01, 2012
Database Manager, Paraquad, Inc.
March 05, 2012
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Pros
Very easy to set up a campaign.
Cons
Tabs do not follow logically
Overall
Great. I would definitely recommend for any non-profit.
Purchased Date: N/A
Fronter, Western Insurance
March 05, 2012
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Pros
Once you understand how it works you can make it work for almost any company. The customer service is wonderful and Conrado is a great teacher
Cons
If you have never used a product like this is may be have hard to understand at first
Overall
I have told many people about this site and how great it is to have good customer service and help with questions no matter how weird they are.
Purchased Date: August 01, 2011
Principal, Power Sales University
February 29, 2012
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Pros
We are a software-as-a-service company and value the customer support we have received from the Five9 team on any issue we have had. On the product implementation team, Sel Diesta has done an amazing job creating the perfect system for our needs. Sel has been pivotal to defining how to best market our clients with his innovative approach. Hands down the best service I have received from the customer support department.
Cons
Takes time to really learn all the nuances and capabilities of the system.
Overall
Best call center on the market and we have looked at them all!! Most versitle and functional product we have come across.
Purchased Date: N/A
Web Development Manager, University Bound
February 29, 2012
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Pros
The fact this Call Center lives in the cloud has dramatically cut costs, and affected how we do business. We've already made a fairly heavy push into the cloud, and having Five9 as part of that personal cloud is a true boon.
Cons
None to report thus far
Overall
If you're looking for a call center solution thats easy to pick up, easy to implement, and works everywhere - Five9 is for you.
Purchased Date: January 01, 2012
Treasurer, Identity Shieldsw Corp.
February 29, 2012
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Pros
we are very pleased with the product and support we receive from Five9.com
Cons
there is no negative
Overall
we recommend without the doubt
Purchased Date: February 01, 2012
Director of Operations, AC Smart Heating & Cooling
February 27, 2012
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Pros
I like it a TON!!!
Cons
I wish I'd implemented it sooner..
Overall
Louriza is the BEST!!!
Purchased Date: January 01, 2012
Senior Tech, Weedman Toledo
February 27, 2012
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Pros
Easy to use, train, and implement for new users/companies.
Customer service is prompt, precise, and reliable.
Cons
Custom reports could be easier to manage/configure depending on needs.
Overall
This is our second year with Five9, and I am very pleased with the results it has given our company thus far.
Purchased Date: N/A
Technical Support, New Century Solutions
February 23, 2012
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Pros
Lots of features, great technical support and product implementation support.
Cons
None. Product implementation program helped resolve most issues.
Overall
Great feature rich software, very knowledgeable and helpful technical support. I would recommend this software to any business that relies on VoIP on a daily basis.
Purchased Date: February 01, 2012
IT Specialist, Victory Casino Cruises
February 23, 2012
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Pros
It is easy to use and it has all the needed features to make the administrator, supervisor and agents happy.
Great Customer service (by Conrad)
Cons
I haven't found one yet.
Overall
It's probably the best software in the market!
Purchased Date: January 01, 2012
Manager, Creative Integrations, Inc.
February 22, 2012
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Pros
It is VERY versatile! It will be with us for the long haul and adapt to our changing needs.
Cons
Trainers were not experts with the system. We felt the trainers that we had didn't know as much as they should about the system. Someone that is supposed to be the most knowledgeable Five9 person was quickly dismissed.
Overall
It is a great product that can fill the needs we have. The biggest thing it is missing is some sort of notification to Agents (not supervisors) when the ACD status changes.
Purchased Date: February 01, 2012
Business Development Specialist, Luxe Water Solutions
February 21, 2012
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Pros
Wonderful to work with. She makes everything so much easier to understand
Cons
I don't think I have come across any problems.
Overall
I would and have recommended five9 to other companies.
Purchased Date: November 01, 2011
CEO, CounterMind
February 21, 2012
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Pros
system is pretty easy to maneuver
Cons
when agent gets a call the script jumps up and blocks the caller information info screen and theres several windows you need to close to get to that point it should be to my choice to what screen i want to jump once getting a call - it would be best for us to have the prospect info right infront of us when a call comes in so we can approach them in their first name
Overall
Nothing major to put here at this point
Purchased Date: November 01, 2011
Operations Manager, New Century Solutions
February 21, 2012
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Pros
Feature rich. We came up with additional requirements during implementation and they were handled with relative ease.
Cons
It does take a commitment to utilize all the capabilities. This may not be so much a con as a recognition of the capabilities of the system.
Overall
A great system.
Purchased Date: December 01, 2011
System Administrator, Tax Defense Network
February 15, 2012
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Pros
Five9 setup screen is similar to Windows Server Active Directory which made it easy for me to understand.
Cons
Only the administrator can listen to the voicemails which makes it hard for me to go through them all.
Overall
Five 9 does exactly what it is suppose too. Makes calls and connects to our users.
Purchased Date: October 01, 2011
owner, optimal health for life
February 13, 2012
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Pros
Conrad was Great in getting my system up and running
Cons
i currently don't have any
Overall
I would say this is by far the best system on the market today!
Purchased Date: February 01, 2012
CEO, SBS Financial
February 10, 2012
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Pros
Great Customer Service, Very Knowledgeable of product to help me implement what I need for my system. A Great listener and all around nice person to work with.
Cons
No cons on my end.
Overall
Keep up the Great Work!
Purchased Date: December 01, 2011
Chief Operating Officer, B2 Internet Marketing
February 10, 2012
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Pros
It's just uncanny how five9 exactly met all of our needs no matter how big or small they were through every step of the way. From planning, to setting up, to implementation, to making sure that everything is going smoothly.
Cons
Didn't encounter any problems so far
Overall
I would highly recommend five9's services and product.
Purchased Date: January 01, 2012
president, Imagine Windows & More
February 10, 2012
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Pros
the only reason you got this account is because your sales people answer there phones this is the first step to being true professionals in your business and then Mike Dunbar and his team are the best i have seen and with my 25 years experience has made me a very happy customer thx guys
Cons
i cant find one yet
Overall
yes i am not going to recommend any one in my industry because with Five9 I have the edge lol thx guys
Purchased Date: February 01, 2012
Director of Sales, Mortgage Capital
February 06, 2012
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Pros
excellent and helpfull
Cons
Thier was a lot of information to go through
Overall
Very easy to work with
Purchased Date: January 01, 2012
Director, Reliable Heating and Air Inc
February 03, 2012
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Pros
The system is easy to use. Simple to implement. My implementation Manager has been excellent. Very thorough and provides great instruction. The program itself is easy to use and very user friendly.
Cons
I wish the system could be launched from a desktop icon instead of logging onto the web each day.
Overall
I would recommend this to any colleagues that are in need of a similar program.
Purchased Date: January 01, 2012
Inestment Relations, Breitling Oil and Gas
February 03, 2012
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Pros
The pros are there a lot of ways to keep track of all the leads you have contact with. You can also create reports to fit what you the client need to keep track of all the people you talk to. The technical support team really helps you learn this system.
Cons
There is a lot to learn in what feels like a short period of time.
Overall
It is a great dialer service with many features that have great benefits for a comany.
Purchased Date: January 01, 2012
Owner, The ELM Group
February 01, 2012
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Pros
LOURIZA FLORES WAS AWESOME AND VERY PATIENT UN HANDLING ALL OF MY NEEDS AND WORKING WITH MY PUSHY PERSONALITY! I HIGHLY RECOMMEND HER!!!!!!!!!!!!!!!
Cons
I HAVE NO CONS!
Overall
BEST CRM CALL CENTER AND REP I HAVE HAD IN MY SEARCH!
Purchased Date: January 01, 2012
Director of Sales, Hi Effiency Homes
January 31, 2012
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Pros
The customer relations are reliable and efficent,i need alot of hand holding and have recieved that so far.
Cons
alot to learn at a pace that on my end is rushed,nothing negative as of yet
Overall
I am at the beggining of my buisness journey with five 9,i predict a good relationship
Purchased Date: January 01, 2012
manager, global diamond
January 31, 2012
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Pros
just finished with my implimentation manager Laura Flores and i must say that it went extremely well. not only was she available and willing to help with all my needs but she also went above and beyond to help me load my lists. Fast, Smooth and Friendly would reeccomend to all.
Thanks again,
Mark
Cons
Didnt do this sooner
Overall
A++++++++++
Purchased Date: January 01, 2012
President, Soaring Contact Centers
January 30, 2012
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Pros
Easy to deploy for both small and large scale platforms.
Cons
Applications would benefit from the intergreation of a workforce and call forecasting module.
Overall
Five 9 is a great partner in delivering both flexibility and ease of use in a call center software application.
Thank You
Five9
Purchased Date: N/A
President/CEO, first choice transfers
January 27, 2012
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Pros
We have experience a number of trainings but I need to comment on the excellence of your presenter. Louriza Flores knew the product, explained so our principals understood the functunality. She was patient, professional and provided the confidence we needed to insure we had made a good decision. She is an asset to your company. Congratulations on a great hire.
Cons
the minimual cons we experienced in the beginning were cleared up the moment they were discussed
Overall
we recommend five/9 to our business partners. We are looking forward to the integration process with sales force.
Purchased Date: January 01, 2012
General Manager, Weed Man
January 26, 2012
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Pros
Conrad was very helpful in maximizing my call center contact rate! He is always very quick to repsond for trouble shooting and making suggestions for tweeking the dialer to maximize results.
Cons
Main implementation hours are based on Pacific time zone.
Overall
I advise using the Five9 Call Center for a soluiton to your outbound call center needs to grow your business.
Purchased Date: January 01, 2012
Director of Professional Services, Bridge Metrics
January 25, 2012
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Pros
Was great to see the account set up for what our company needs and updated in real time.
Cons
None that I experienced so far
Overall
Ma. Louriza Flores had done a great job and been a huge help. I look forward to our continued training.
Purchased Date: N/A
President, Weed Man Buffalo East
January 16, 2012
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Pros
I like the flexibility and thoroughness of both the product and the customer support.
Cons
Alot to learn due to the amount of possibilities available with the product.
Overall
I would definately recommend this product.
Purchased Date: October 01, 2011
manager, Aqua king
December 06, 2011
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Pros
excellent customer services ! Louriza is always friendly and professional. She takes the time to walk me through problems and answer all my questions! Enjoy working with this company in part due to my service rep! thank you
Cons
Many more features then I need to use for my needs. at times can be too much information.
Overall
Very good experience thus far. Customer support always ready to help if the need arises.
Purchased Date: N/A
Supervisor, Renewal by Andersen
November 22, 2011
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Pros
Startup quickly and easily accessible to Ms. Louriza Flores
Cons
Not easily explained on features or changes
Overall
Easy implemenation and great follow up.
Purchased Date: N/A
Office Manager, Digital Chocolate
November 16, 2011
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Pros
System meets the basic needs our company is looking for. Customer Support is excellent and does everything that we need and tried to help as much as he can. Conrado is very helpful and explains the system as many times as I need him to.
Cons
Does not do everything that we need, but suits us for now.
Overall
Very happy with the product we wish it could do more for us.
Purchased Date: November 01, 2011
General Manager, GetHired, Inc
November 14, 2011
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Pros
The customer service on learning this product is well. A representative named Louriza Flores was great with answering any questions we had. She was always willing to go the extra mile to help us out and making sure we know the product inside and out.
Cons
No con's yet so far.
Overall
I recommend this service to any call center. It is great and easy to use.
Purchased Date: September 01, 2011
President/CEO, 1-800-PLUMBING INC
November 10, 2011
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Pros
I had been working with another IVR company for about 5 years and the support I received from them was almost non-existent.
I recently switched to Five9 and the implementation was a breeze. The assistance I received went far beyond my expectations. I was pleasantly surprised that my application was pretty much constructed by Five9 and I did not have to do the implementation myself.
Also, they are very good at following up and checking how things are going. I have only been with them for a couple months now and we just went live less than 30 days ago, however I have a sense that this is going to work out great and I know that I will get great support whenever I need it.
Kudos to Five9 for your attention to customer service!!!
Jayson Fajardo does an Excellent job!!! Thanks
Cons
None so far... I had to put something here so it would accept the review....
Overall
I would recommend this company as they place a high priority on customer service. They seem to subscribe to the philosophy of under promise and over deliver which is right in line with how I run my business!
Purchased Date: N/A
BPO Manager, SASNET Communications Inc.
November 10, 2011
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Pros
The VCC is a very user friendly system on both admin and agent interface. it has many functions and integrations that meets a call center's needs.
Cons
customer support is very great however, customer support audio is very low most of the time.
Overall
VCC is a great tool. in my 6 years of handling a BPO,VCC has all the functions a call center needs. there might be some few minor fine tuning and add-ons needed but that only depends on the type of campaign being run by a BPO and is not often. however, there are some go around to meet this needs but one should have sufficient knowledge on VCC and a decent knowledge of web based scripting.
Purchased Date: October 01, 2011
Sales Manager, XOOM Energy
November 08, 2011
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Pros
Extrememy easy to install. No overhead. Just month to month fees. The best thing about Five9 is the Implementation Manager. They are your one point of contact for pretty much everything. They train you, help you with any issues, perform the set up with you. etc.
Great features. I like the Agent model because there is a lot of information available to them.
The training material is also great. There are videos and manuals and also training sessions you can join. This is all in addition to the individual training you will receive.
Cons
None, easy to install, and get started
Overall
Definitelt would recommend to anyone
Purchased Date: N/A
General Manager, Next Level Solutions, Inc.
October 17, 2011
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Pros
Ease implementation with Five9 have a great support team that makes a very smooth implementation.
Cons
The script tab needs a lot of improvement specifically, when we try to implement a complex campaign.
Overall
It is a great Plug-N-Play software!
Purchased Date: August 01, 2011
President, Omni Credit Source
September 08, 2011
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Pros
We are extremely satisfied with the system
Cons
It is efficient and would improve or business
Overall
we would recommend this system
Purchased Date: July 01, 2011
Project Manager, awesomness reminders
August 02, 2011
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Pros
the dialer is a good tool...
but the thing that makes it GREAT is the customer service that they give...specially to our implementation manager Donn Cannon...always goes an extra mile on doing his job...i have been bugging him almost every hour and she delivers w/ a smile...I WILL RECOMMEND THE DIALER TO OUR CLIENTS THAT NEEDS DIALERS...and am doing that because of what Donn has delivered...with guys like him in your team i bet you wont have any issues! and to the tech support i talked to a big THANKS! you guys were great too...i forgot the names but KUDOS to you guys, you know who you are because there were cases made for me right? LOL...Am a busy dude but making time to do this is an HONOR...Great Job guyz!! keep it up!!
Cons
the dialer would need your full attention...but w/ the people they have it'll be a breeze!
Overall
KUDOS to all of you...
Purchased Date: June 01, 2011
Operations, SETV
August 01, 2011
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Pros
The best thing about Five9 is the Implementation Manager. They are your one point of contact for pretty much everything. They train you, help you with any issues, etc.
Great features. I like the Agent model because there is a lot of information available to them.
The training material is also great. There are videos and manuals and also training sessions you can join. This is all in addition to the individual training you will receive. Getting my certification was really easy.
Cons
Interface is big and a bit clunky, and not the best UI. No real blocking ability feature.
Overall
I would recommend Five9.
Purchased Date: April 01, 2011
Marketing Manager, Quez Media Marketing
June 21, 2011
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Pros
I don't know what I would've done without the help of my implementation manager, John. He helped me navigate through the system so that I knew all of the aspects that Five9 had to offer and was able to take advantage of everything that related to my campaigns. He helped me with a complex set up and fulfilled every off-the-wall request I had. We were up and running with our new system very quickly and he went above and beyond what I expected.
Cons
I am on the east coast so there was a little bit of a time difference since the implementation managers are based in CA.
Overall
Overall, I am thrilled with the Five9 system. I love the ease of use and all of the options that come with it. I am so impressed with the Implementation Manager that was assigned to us. I can't believe the amount of customization this system offers. I would recommend Five9 to anyone looking for a virtual call center.
Purchased Date: December 01, 2010
Director, DTA Solutions LLC
March 25, 2011
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Pros
The system is easy to use from agent to admin. The ability to make changes in an environment that is click and point is great! The ability to add agents quickly is a large plus as well as having the access to log in and monitor the system and agents regaurdless of my location. The supervisor view and monitoring is great. Reports are easy to navigate and run.
Cons
At first the implimintation process was a little frustrating but as soon as this was brought to managments attention, the issues were addressed and corrected. They really went above and beyond to correct the concerns.
Overall
I would recommend this product to anyone who was looking for a lift in productivity, or even looking for a new dialer system. There is no need to put out the money for an in-house dialer system with the big boys anymore. The hosted solution is the way to go!
Purchased Date: N/A
President, Epic Element
March 22, 2011
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Pros
Alvin Sumagui, the implementation manager has been an excellent resource for the Epic Element team. I have used the dialer in the old 7.3 version and I am very impressed with the new version, 8.0. I specifically enjoy the new report generating process which is much more user friendly than in the old version.
Cons
In creating reports, it is not always easy to figure out the different parameters to be used. This sometimes leads to a lot of confusion and frustration, and in me ending up calling either Alvin or just regular customer support which results in a lot of time expenditure for us. Also some of the features in the supervisor application do not function as expected, e.g. Campaign Statistics do not update when refreshed.
Overall
Although problems with the Five9 dialer have been encountered, Alvin's excellent professionalism and technical support assistance has enabled us to overcome them and learn from them. We feel we can count on the 24/7 Customer Support your company provides, and almost every time we called in with a problem or a technical difficulty, the support we received was for the most part excellent.
Purchased Date: November 01, 2010
Partner, Teletransfers
December 22, 2010
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Pros
*Many useful features for a call center
*Set up staff is great and detailed on helping you get your system up and running, and being there after your going too.
*Relatively easy to use, easy to set up campaigns, agents, etc
Cons
Not the cheapest out there, but better quality than others though.
Getting some extras takes a while, like adding extra numbers to your account
Overall
Being a new user of call center software, we got up and running fast, able to get new campaigns going, inbound and outbound with dialer too. Very pleased with those in the set up department, they are very knowledgeable and resourceful.
Purchased Date: October 01, 2010
Director of Sales and Marketing, Family Assurance
December 22, 2010
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Pros
Couldn't be happier. One of the best companies we have worked with in our 65 years in business. Even though the implementation was complicated at times, Five 9 and my personal training and implementation parner Nancy were there to hold my hand all the way.
Cons
No real cons. Sometimes you have to bend a little as you learn and cusomize to your operation, but considering the complexity of our system, and the features I'm using that I never imagined existed, I have no complaints
Overall
If you want to play like the big boys, but the expense of equipment and personel (not to mention staying on the cutting edge of the available IT) is way over your head, this is an elegant and affordable solution.
Purchased Date: November 01, 2010
Annual Fund Coordinator, NET Ministries
December 02, 2010
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Pros
After a difficult start with another implementation staff, Sel has exceeded my expectations. He is prompt in returning my calls and excellent with the product. We have some unique needs with our calling. He understands those and tweeks our system daily. I am very grateful to be working with him.
Cons
It took longer than promised to get implemented and started. Once Sel took over though it's been excellent. The product is working great for our remote callers. They really enjoy making calls at this point.
Overall
I enthusiastically recommend Five9 as a fundraising alternative to other calling centers.
Purchased Date: November 01, 2010
Director of Strategic Accounts, Focus Solutions
December 01, 2010
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Pros
We had a tight deadline for implementation, and the Five9 team made sure that we were up and running on time and within budget.
Cons
The implementation spreadsheet is a little overwhelming, but it is set up to "measure twice, cut once."
Overall
Great software and great people. Merv & Nick went out of their way to make sure that we were successful.
Purchased Date: September 01, 2010
IT, GMBDirect
September 29, 2010
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Pros
Excellent system, easy to use and configure, excellent training, great customer service. The people are friendly, they take their time to make sure you understand what to do. The training is excellent and they want you know the system before you start dialing. Five9 really knows what they are doing.
Cons
Not the cheapest solution, but worth it. Certification is tough so be sure to know your Five9.
Overall
Definitely. If you are setting up a call center, this is the most advanced system out there.
Purchased Date: N/A
Sr Staff Analyst, Solano
September 27, 2010
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Pros
Customer support is excellent.
Cons
I gave ease of implementation 3 stars as customer service had to help a lot in getting the first campaign off the ground.
Overall
Great customer service and great product.
Purchased Date: September 01, 2010
GM SALEST, Omni Financial
September 23, 2010
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Pros
Love the abilities the system seems to offer.
John has been great.
Love the ability to call multiple lists etc...
Cons
Wish I had more control on List Data - how it is being dialed, didn't realize when I made lists alphabetical, it would also dial like that. Wish could take lists and prioritize them with each other. Wish we had the ability to receive calls as well on DID #'s. Going to work on that next.
Overall
Overall the system is great would recommend it without hesitation to anyone who is running a call center :) GREAT SOFTWARE
Purchased Date: N/A
Supervisor, Deffenbaugh Industries, Inc
September 23, 2010
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Pros
I am pleasantly surprised with the ease in getting the system connected and up and running from the start. I expected to encounter more techincal hurdles on both sides than we encountered - they were practically none. The training before implementation was very good and our representative Nancy Pancho was extremely helpful tailoring her training and setup to our specific needs and wants. We were not treated as "one size fits all" type of customer and that was much appreciated. I also appreciate the level of support I am able to get from Nancy and my other contacts at Five9. Communication and accountability have been very positive up to this point.
Cons
No real cons at this point other than I felt like there is an assumption on Five9's part that everyone has a certain level of technical understanding as to how a dialer (or your dialer works) and thus the sales process and following training started at that level. Luckily I (we) had a good understanding prior.
Overall
Overall the ease with implementation of the Five9 dialer as well as the excellent support during the first 60 days has exceeded our expectations.
Purchased Date: May 01, 2009
Board President, Childrens Musical Theaterworks Fresno
July 26, 2010
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Pros
Easy to set up with low cost of entry. Full featured yet easy for agents and administrators to use. Great support, great support, great support. Great communication in reagrds to enhancements and upgrades. Great self service support and training. New agents can be trained in less than 1/2 hour using online traing tools. Most IVR programing questions can also be found online, with examples. completely changes the game on how one should implement a call center.
Cons
No ability to flex up and down seat licenses in a cost effective manner. We run a call center for ticket sales. we will get a big contract to sell tickets for a concert series or season we may need 10-15 seats one month and 4 the next...it gets expensive to add and reduce seats.
Overall
Excellent, not a bad thing to say about the technology or the humans that support the application. The initial sales process was also handled very effectively.
Purchased Date: January 01, 2010
VP, Call Center International
April 21, 2010
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Pros
No upfront costs, easy to implement, and easily scalable. No client software required which is a huge benefit to deployment and great for keeping costs low. Great online and automated reporting. Good high level customer service and care. Predictive Dialer dramatically increases productivity.
Cons
Slightly higher long distance rates. Slow Tier 1 support sometimes and delayed escalation.
Overall
Great for organizations looking for a turnkey, out-of-the-box contact center software and overall technology solution. http://www.five9.com
Purchased Date: N/A
Director, Advertising, Daily News L.P.
March 30, 2010
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Pros
I thought the support I received from Akber was excellent. He understood our needs and helped me through the installation process.
Cons
We have had issues with the CTI and Salesforce adapter not working the way they should. We also had an issues with the Skipped calls not being logged correctly.
Overall
I would recommned Akber and I am still undecided on the application in general. It has good features, but the probelms I have had with the adapters and the skipped call features has been an issue
Purchased Date: July 01, 2009
Global Customer Care North America Operations Mgr., AMD
March 22, 2010
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Pros
Easy implementation and great support. Problems are short-lived and few and far between
Cons
The standard reporting could be a bit more extensive
Overall
Great product and great post-sales support
Purchased Date: August 01, 2009
CEO, 1NW Contact
March 22, 2010
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Pros
1NW Contact embraced the work at home agent model over the bricks and mortar model. We have many years of experience with processes and infrastructure requirements of contact management. The Five9 Hosted Platform gives us the functionality of our prior in-house "dialer", the array of servers, phone systems, and DS3's with far less internal support issues and staffing requirements, greater ease of use with vastly more flexibility and at a lower variable cost.
We just completed the setup of a relationship where we are selling a product for one of our clients and we needed to be able to "insert" sale transactions electronically into the customer's system. The Five9 support team acted as an extension of our own team in validating the sense of urgency, the trouble shooting and the project management with our customer's engineering team. This was not a trivial project, but John and his team were focused and committed to a successful timely implementation and they achieved one!
Cons
There are a few features we would like to see implemented relative to agent setup and campaign structuring but these are minimal compared to the benefit we obtain.
Overall
Five stars for Five9
Purchased Date: December 01, 2008
Project Manager, BOSLEY INC.
March 19, 2010
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Pros
Feature rich predictive, power, auto dialer with PSTN and VOIP support
User friendly, intuitive interface, ease of operation, least user training required
Accessibility for local and remote admin and users
Intricate level of control on campaign, profiles and setting
Cons
IVR TTS voices could be a little smoother, sound less mechanical and choppy
Support for cellular Text SMS would be a nice
Answering Machine Detection algorithm could be more robust
Will be awesome to have mobile access to lite-admin version
Overall
A year and a half ago when we first started demo-ing Five9 systems, the product had a lot of missing features and parts and seemed far from anything that would have met our demands. But a year later, after hundreds of con-calls, meetings, table top exercise, we have a system that will not only meet but exceed most call centers demands. This nothing but bears testimony to the fact how the CTO and his team were willing to work on our demands and in best possible turnaround have put this product on a fast-track lane. Today, we are thrilled to use the Five9 systems for its features, efficiency and most of all knowing the dev team thats backing the product. Cheers to CTO Jim Dvorking, Dave Van Everen, Akber Abbas, Steve Stone, Sam Shkrabov, Sergiy Krupnov and their entire Pleasanton team.
Purchased Date: August 01, 2009
Executive Vice President, Hunter Financial Group, LLC
March 19, 2010
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Pros
Easy to integrate with our Lead Management System and existing sales platform. We originally contracted with Five9 for outbound dialing campaigns only. After using the hosted solution in all 3 of our locations, we decided to take the application one step further and we now use Five9 for our complete telephony solution in our Indianapolis office. It has proven to be cost effective and easy to implement. Training new users is very simple. Although it's still early, we have seen significant increases in consumer contact and ultimately expect our conversion rates from to increase 2-3 fold.
Cons
Not really a "con", but for us to accomplish all of our initiatives, we will need to add more internal IT support. Five9's technology is robust and we have options now that we never had before. That said, we need to have at least one internal person at our organization who can assist us in optimizing all of Five9's power.
Overall
Overall, we are very pleased with the application. Considering the fact that we are dealing with a hosted solution that can integrate with all of our technologies very easily, we feel we made an excellent decision to partner with Five9. The support from Akber Abbas, our main contact, has been fantastic! He not only knew Five9's capabilities, he took the time to learn our processes, our goals, and guided us on how to use Five9 to it's fullest. Now it's up to us to follow utilize their system!
Purchased Date: January 01, 2010
Operations Manager , Adpak Inc
March 18, 2010
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Pros
Excellent training. Easy to follow step by step instructions for running the five9 dialer. Quick and informative response by the technicle staff.
Cons
I truly feel very pleased with five9 services and have no complaints to mention.
Overall
I would without a doubt recommend five9 services to any businesses that I come across looking to use a dialer service.
Purchased Date: September 01, 2009
Director of Operations, Vialinx S.A
March 17, 2010
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Pros
Ease of Implementation - We are an outsourced call center that work for a wide variety of clients. One of the things I love most about Five9 is how fast and easy it is to get a new campaign off the ground. We can have licenses added, create and configure a new campaign with custom IVR and other settings in 24 hours!
Customer Support - I have been very impressed with Five9's customer support. Often times we have clients with very specific and unexpected needs. The support staff at Five9 takes the time to meet with our clients, determine exactly what we need the system to do and finds or often creates a solution to accommodate exactly what our client is looking for.
Feature Richness - It has just about every bell and whistle you could ask for. In my experience anything they don't already have they are willing to make for you.
Cons
Its not free!
Overall
In my 10 years of call center experience I have used a hand full of other hosted solutions. I have used hosted solutions from: Aheeva, Contactual, TouchStar, and a few others. In my opinion Five9 is in a class of its own. Five9 has proven far superior in every way.
Purchased Date: N/A
Call Centre Manager, Kingsdale Shareholder Services Inc
March 11, 2010
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Pros
We have been pleased with the upgrades that Five9 have implemented in the last few years.
Cons
Types of reports could provide additional information.
Overall
It is great system for what our company uses it for.
Purchased Date: N/A
President, Zero Balance Debt Management
March 10, 2010
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Pros
The support I have recieved from Robert Abot has been tremendous. We could have not made the necessary changes to increase our productivity and make this system function according to our needs without his help.
He has played a vital role in every step of the way.
Cons
We would like the integration with leads360 to be more seemless. The different dialers and timers have really made this a complicated integration. The system is very cumbersome to the sales reps..the have to take actions in two different systems (five 9 and leads 360).
Overall
We have made much progress in the integration. I would really like to see five9 driven by the actions in leads 360, not the other way around. The reps must have two different browsers open and documenting leads accurately is extremely difficult.
Purchased Date: N/A
Recruitment & Research Associate, Truenorth Executive Search
March 10, 2010
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Pros
Virtual training tool is excellent. Very easy to use the application quick and simple tutorials. Allows for the script to be upload taking undue pressure off the agent, allowing for one screen used.
Cons
Uploading list was harder than it looked, bit confusing. Did not allow for incoming calls to be answered by the agent (dont know if my settings did not allow for that). Persons could tell you were calling from a softphone, given the quality in some areas.
Overall
Overall Recommendation- Very useful application, good value for money.
Purchased Date: March 01, 2009
System Administrator, GHS Debt Solutions
March 10, 2010
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Pros
Five9 has brought an incredible amount of ease and flexibility to our Customer Care department. Five9 offers us full control over all of our campaigns with easy to use software and fantastic support. We are now working more efficiently thanks to the reporting Five9 offers. Since taking on Five9 as our main dialing software our Customer Care department has tripled in reps. Five9 has been there to aid in this growth with quick answers to all of our questions and fantastic hands on training.
There has not been a campaign we wanted to run that Five9 was not capable of handling. We currently have inbound, outbound, & automatic dialing campaigns running simultaneously. Five9 also worked very close with us during the merger of Leads 360 and our dialer.
Cons
While I think the reporting is acceptable, I feel it lacks something.
Overall
Five9 is a fantastic system that I would definitely recommend to anyone looking for a virtual calling system.
Purchased Date: May 01, 2005
Manager, Offshoring
March 10, 2010
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Pros
Very easy and quick to setup
Cons
reports need work, they need to be made more user friendly, special features like seeing calls that are parked or placed on hold...no way to currently see them.
Overall
Highly Recommended.
Purchased Date: December 01, 2009
Call Center Manager, Call4You
March 08, 2010
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Pros
I am very happy with your service!
Cons
None at this time!
Overall
It is better than others that I have used in the past!
Purchased Date: N/A
Marketing Assistant, BCM Direct LP
February 26, 2010
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Pros
The agents really work with you to make sure you get what you want. Also very competitive and reasonable pricing.
Cons
I have had no problems with five9.
Overall
Try it out, see if you like it for yourself.
Purchased Date: October 01, 2009
Salesforce.com Administrator, Comodo
February 24, 2010
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Pros
The Five9 call center software has increased productivity for our organization. Very easy to use, good reporting, and great support. Our implementation manager was there during and after the implementation phase. The predictive dialer was up and running in no time.
Cons
Reporting is great but can be a little better, more to come in the next release from what I hear.
Overall
I highly recommend this product for any call center environment, very easy to use and great support. www.five9.com
