Up and running quickly
Reviewed on July 01, 2013 by Edward Piazza, Assit. Branch Manager at Proficio Mortgage Ventures
Comments: John did a great job of getting us up and running quickly
Reviewed on June 22, 2012 by Brian Deeds, Call Center Supervisor at Mature Services
Pros: Great Customer Service and once you figure out how to use it, it is pretty simple
Cons: Difficutl to figure out at first as there are a lot of componnents
Overall: Good for big or small companies and very customizable
Reviewed on May 22, 2012 by Johnathan Clark, Sales and Marketing Specialist at Naturalawn of America
Pros: This is extremely easy to use. Building list, assigning roles and creating new users is a breeze! No more clunky in-house systems for us!
Cons: Had some issues with the DNC list- accounts were not added properly and resulted in a call back (Bad news!). Password expired while away on vacation and could not reset it (although I am the administrator)- this is just an inconvenience.
Overall: I would recommend this to anyone who has or does not have an auto-dialer system. I have not had a moment where this thing has been down and changes occur immediately if you need to change your dialing methods. If you are still manually dialing as we were, spend the extra money to use this, you'll more than see the ROI!
Reviewed on April 09, 2012 by Horacio Arroyo, Dir. of Civic Engagement & Community Education at CHIRLA
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
Reviewed on March 28, 2012 by Pam Larimer, Assistant to the President/CEO at Merced School Employees Federal Credit Union
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.
Reviewed on March 28, 2012 by Nick Stringfield, Call Center Manager at Alliance Reservations Network
Pros: Admin, Supervisor and Agent Applications are easy to function. The ability to customize scripts, dispositions, user settings and reporting allows the flexibility needed for a constantly improving call center operation.
Cons: IVR set up is very detailed and complex for our business model. Some of our custom settings were not implemented at first request however all of our requests have been responded to and your 24 hour support has been helpful.
Overall: We are satisfied with the call quality and user functionality Five9 system provides.
Reviewed on March 27, 2012 by Steve Queen, President at Publishers Service of Tampa
Pros: Dials fast. Does everything promised.
Cons: No desk top shortcut for the agents. This would be a big improvement.
Overall: Very happy with the overall value and performance.
Finally a system that truly works
Reviewed on March 22, 2012 by Cedric Williams, President at Creative Integration Inc
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
Reviewed on March 21, 2012 by Kellie Whitney, Manager, Support Servce at Rearden Commerce
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.
Director of Marketing
Reviewed on March 21, 2012 by RUSSELL CHRISTOPHER , DIRECTOR at GRAND LEISURE HOLIDAYS
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.
Reviewed on March 20, 2012 by James Lawyer, Operations Manager at CheckAdvanceUSA.Net
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.
Five 9 Implementation
Reviewed on March 19, 2012 by Miguel Villegas, Division Manager at L.J. Hausner Construction Co
Pros: So far we have nothing, but good things to say about Five 9 and the service our company has received from them. Anytime we have a technical question the problem is resolved within minutes of calling for support
Cons: Nothing so far
Overall: Keep doing what you're doing, it's working!!!
Increase in productivity
Reviewed on March 16, 2012 by Paul Brooks, VP of Operations at Weed Man Holly Springs
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.
Outbound AutoDialer Review
Reviewed on March 12, 2012 by Cameron Conboy, Product Manager at Personable General Insurance Agency, Inc.
Pros: The Five9 Outbound autodialer system meets all of our needs with its automated processes and ability to transfer calls to third parties.
Cons: Five9 does not have an SFTP solution available for information transfers.
Overall: The support staff at Five9 are highly knowledgeable and always available to assist. I recommend the Five9 product for anyone looking at outbound autodialer systems.
Reviewed on March 12, 2012 by raffy kopalian, ceo at 911 tax relief
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
Reviewed on March 12, 2012 by Michael Ross, Consultant at Groundswell Direct
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.
Great job, thanks for your service
Reviewed on March 09, 2012 by Fred Lontajo, Branch Manager at North American Capital inc
Pros: very much easy to use
Cons: None, thing
Overall: Great Product
Easy to Learn
Reviewed on March 09, 2012 by Faust Belarmino, Call Center Agent at Miracle Hydrate
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.
Perfect for our office!
Reviewed on March 08, 2012 by Lucy Makatura, Owner at Cleraing wiorx
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.
Reviewed on March 08, 2012 by lariza recinos, administrator at goal educate
Pros: so easy to work on
Cons: you shoud have a different language trainning
Overall: different languages trainning
Reviewed on March 07, 2012 by Daniel Gootner, Owner at America's Choice Health Group
Pros: Great contact rate with clients and knowledgable trainers
Cons: None! So far I'm very happy with it
Overall: I would recomend five9
Better then dialing by hand
Reviewed on March 05, 2012 by Mark Dumais, Sales Manager at BluFi Lending
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
Just starting out
Reviewed on March 05, 2012 by Mike Parker, Database Manager at Paraquad, Inc.
Pros: Very easy to set up a campaign.
Cons: Tabs do not follow logically
Overall: Great. I would definitely recommend for any non-profit.
Reviewed on March 05, 2012 by Kasey Kittinger, Fronter at Western Insurance
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.
Customer Support Has Been Amazing!
Reviewed on February 29, 2012 by Ken Moss, Principal at Power Sales University
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.
Our story with Five9
Reviewed on February 29, 2012 by Charles Butler, Web Development Manager at University Bound
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.
system & implementation
Reviewed on February 29, 2012 by ray vahab, Treasurer at Identity Shieldsw Corp.
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
Reviewed on February 27, 2012 by Jonathan Lane, Director of Operations at AC Smart Heating & Cooling
Pros: I like it a TON!!!
Cons: I wish I'd implemented it sooner..
Overall: Louriza is the BEST!!!
Weedman Toledo Five9
Reviewed on February 27, 2012 by Justin Kazmirski, Senior Tech at Weedman Toledo
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.
Reviewed on February 23, 2012 by Humberto Martinez, Technical Support at New Century Solutions
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.
Great Call Center Solution
Reviewed on February 23, 2012 by Alp Yuksel, IT Specialist at Victory Casino Cruises
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!
Reviewed on February 22, 2012 by Matthew Langley, Manager at Creative Integrations, Inc.
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.
Reviewed on February 21, 2012 by Toffer Baker, Business Development Specialist at Luxe Water Solutions
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.
Reviewed on February 21, 2012 by Henry Elgrissy, CEO at CounterMind
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
Very Good Dialer, Great Implementation
Reviewed on February 21, 2012 by L Huttunen, Operations Manager at New Century Solutions
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.
Reviewed on February 15, 2012 by Steven Doan, System Administrator at Tax Defense Network
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.
Reviewed on February 13, 2012 by Forrestt Howard, PRES at APEX MARKETING
Pros: Very Robust in features, does not go down.
Cons: Adminstration of the system is difficult.
Overall: I would recommend the system.
Reviewed on February 13, 2012 by latoya obi, owner at optimal health for life
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!
Reviewed on February 10, 2012 by JC Matthews, CEO at SBS Financial
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!
Laura my CSR
Reviewed on February 10, 2012 by Toffer Baker, Water Filtration Specialist at Luxe Water Solutions
Pros: Well spoken, knew everything I needed and quickly implemented them. She was wonderful
Cons: I haven't had any trouble yet...
Overall: Always will recommend your company and staff.
Reviewed on February 10, 2012 by Derek Donohue, Owner at Luxe Water Solutions
Pros: It took a little bit to figure it all out because you can do so many things with it but we had it up and running in no time!!
Cons: None - It works like a charm
Overall: Buy it and dont think twice about it!!
Definitely the provider to go with
Reviewed on February 10, 2012 by Dale Johnson, Chief Operating Officer at B2 Internet Marketing
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.
Job Well Done
Reviewed on February 10, 2012 by shelby smith, president at Imagine Windows & More
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
Reviewed on February 09, 2012 by LaToya Obi, owner at Optimal Health for Life
Pros: Conrad, was great in helping the startup of system. very knowledgeable and creative in finding ways to improve the system to fit my company's goals.
Cons: I don't have any cons about system or service provided.
Overall: I advised any and all companies to use this system it is by far the best for your money and companies goals!
Reviewed on February 08, 2012 by robert nocera, owner at northeast advertsing
Pros: excellent program and rep
Cons: none so far
Overall: no recommendations
Reviewed on February 06, 2012 by Jason kravitz, Director of Sales at Mortgage Capital
Pros: excellent and helpfull
Cons: Thier was a lot of information to go through
Overall: Very easy to work with
Reviewed on February 06, 2012 by Ahmed Nasr, CEO at Weed Man
Pros: System works as stated
Cons: Lots of areas to setup before you can use system. 1st assigned support person to help us was confusing.
Overall: Fair. Conrad is great! He responds to my questions and needs. I am still not sure which reports to look at to make sure we are on track and that the system is working.
Reviewed on February 03, 2012 by Melinda Brillinger, Director at Reliable Heating and Air Inc
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.
Customer Support is key throughout relationship
Reviewed on February 03, 2012 by Mary Metzger, operator at MobileHelp Elite
Overall: I would like access to my manager beyond the 60 days. As relationships go. With great customer service I will grow and have less time to spend with support. I will also need more of your products and services which increases your income as well. Give a little to get alot!
Reviewed on February 03, 2012 by Rey Trevino, Inestment Relations at Breitling Oil and Gas
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.
GREAT IMPLEMENTATION REP
Reviewed on February 01, 2012 by John Romano, Owner at The ELM Group
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!
comfort and ease
Reviewed on January 31, 2012 by Benjamin Lukowich, Director of Sales at Hi Effiency Homes
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
Thanks To All AT FIVE9
Reviewed on January 31, 2012 by mark turner, manager at global diamond
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.
Cons: Didnt do this sooner
Reviewed on January 30, 2012 by Cesar Garcia, President at Soaring Contact Centers
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.
Reviewed on January 27, 2012 by santiago gallegos, President/CEO at first choice transfers
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.
Great Support Personnel
Reviewed on January 27, 2012 by Melinda (Mindy) Brillinger, Director at Reliable Heating and AIr Inc
Pros: The training team who walks you through their software is excellent. Patient, very thorough and detailed.
Cons: None as of yet..
Overall: Highly recomended
Conrad G was an All Star!
Reviewed on January 26, 2012 by Dan Rich, General Manager at Weed Man
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.
Reviewed on January 25, 2012 by Kara Lee, Director of Professional Services at Bridge Metrics
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.
Reviewed on January 20, 2012 by Parker Hallam, COO at Breitling Oil and Gas
Pros: Very nice and helpful
Cons: there is a lot to learn
Overall: Make sure we have good cust service
So Far So Great
Reviewed on January 20, 2012 by Erick Polanco, Reginal Sales Rep at Masterbase USA
Pros: The implementation and the fact that even if I was dealing with different people everyone understood my needs.
Cons: none even in the early morning
Overall: this is the cadillac of Virtual Dialer solutions there are very few thing the havent thought of...
Reviewed on January 16, 2012 by Kenneth Bieber, President at Weed Man Buffalo East
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.
Reviewed on December 29, 2011 by Natassja Dehzad, Administrative Assistant at JL2
Pros: Conrad was our implementation manager. He helped set up our account and answered every question we have had. He was always fast, efficient and friendly :) Five9 is a wonderful system when you have an amazing tech person to talk to for any issue.
Cons: The implementation process has to be longer- 2 months is not enough time!
Overall: Conrad is fantastic to work with, he has made our transition to Five9 dialers so easy and wonderful. Thank you Conrad!!!
Ma. Louriza Flores
Reviewed on December 06, 2011 by Michelle Johnson, manager at Aqua king
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.
Ms. Louriza Flores
Reviewed on November 22, 2011 by Lori Haney, Supervisor at Renewal by Andersen
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.
Product and Support Review
Reviewed on November 16, 2011 by Felecia Floyd , Office Manager at Digital Chocolate
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.
Reviewed on November 14, 2011 by Alex Pal, General Manager at GetHired, Inc
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.
Easy to deal with
Reviewed on November 11, 2011 by John Hernandez, marketing manager at pinnacle tax advisors
Pros: When the system is running smooth it handles all our needs. Since using 5/9 our call center has increased production and size ten-fold. Our sales #s are through the roof
Cons: When changing features on our own we managed to create a couple of problems that we needed to get help from 5/9 customer support to fix. They did
Overall: If you don't use 5/9 then you are wasting time and energy. When you get the system in motion it's like a calling freighttrain
Five9 goes beyond my expectations
Reviewed on November 10, 2011 by Alan Cline, President/CEO at 1-800-PLUMBING INC
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!
Over all performance
Reviewed on November 10, 2011 by Ebish Najar, BPO Manager at SASNET Communications Inc.
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.
Reviewed on November 08, 2011 by Michael Smith, Sales Manager at XOOM Energy
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
Building a call center
Reviewed on October 25, 2011 by Mike Wetmore, Managing Director at Medintro
Pros: Conrad Gaudiz on the implementation team is as responsive and dedicated an employee as I've seen anywhere. He's the only reason my business has made any progress with the buildout of our call center. The guy deserves a raise, fast, before he moves on to a job that doesn't require the patience of a priest to deal with technologically challenged customers like myself.
Cons: So many features, it's impossible to learn them all. Not necessarily intuitive to setup. Difficult to do anything without assistance.
Overall: The software is outstanding and the support offered is even better. It's complicated, but not impossible with the help of the Five9 staff.
NLS implementation review
Reviewed on October 17, 2011 by Guillermo Becerril, General Manager at Next Level Solutions, Inc.
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!
Review for Conrad
Reviewed on September 29, 2011 by Stephanie Morey, Pre-Construction at Renewable Energy SD
Pros: Great people. Very easy to use software. It doesnt over-load you with a bunch of things that you don't need.
Ask for Conrad & Resty...they are my favorites.
Endless cababilities for analyzing call data.
Cons: No Printing/emailing cababilities for contact records.
Cannot set and save custom contact list viewing options in Admin Center.
Cannot change fields once they are created.
Overall: Once the cons are fixed with the next version, I would recomment the product to anyone.
Reviewed on September 08, 2011 by Joe Welch, President at Omni Credit Source
Pros: We are extremely satisfied with the system
Cons: It is efficient and would improve or business
Overall: we would recommend this system
I have had great customer support
Reviewed on August 25, 2011 by Darren Lezdey, President at GP Energy Solutions
Pros: What we all lack in understanding software FIVE9 makes up for in tutorials and support. Thanks Conrad...you saved my business...twice.
Cons: 14-24 hours of dedicated time to learn the system on your own to conduct business. But, once you get it then you are good moving forward.
Overall: Great, if you need to start up a business at a loew cost.
Reviewed on August 25, 2011 by Thomas Harper, Director of Opperations at National Marketing Services
Pros: Best remote dialer I have ever used
Cons: It's web based so when Five9 has issues there is nothing that I can do
Overall: If you do not want to buy a dialer and have a tech on staff to keep it up and running this is by far your best option.
Kudos and a raise if possible for Mr. Donn Cannon (my implementation manager)
Reviewed on August 02, 2011 by Mars Doyo, Project Manager at awesomness reminders
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...
Great Deal, Full Featured
Reviewed on August 01, 2011 by Laura Hanks, Operations at SETV
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.
Implementation Managers make the transition to a new system seamless
Reviewed on June 21, 2011 by Marisa Dalessandro, Marketing Manager at Quez Media Marketing
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.
Five 9 works wonderful for online mortgage company increases contact rates by 50%
Reviewed on March 29, 2011 by Brett Potts, SVP Marketing at iLoan
Pros: Robust feature rich SAAS dialer solution that works exactly as described.
Cons: Minor issues in speed to deploy and required customizations with our existing CRM provider.
Overall: Would recommend to anyone looking for an outsourced dialer solution.
Great system, easy to use, great customer support
Reviewed on March 25, 2011 by Amy DelaCerna, Director at DTA Solutions LLC
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!
Reviewed on March 22, 2011 by Alice Chichisan, President at Epic Element
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.
Five9 has surpassed all of our expectations
Reviewed on February 08, 2011 by Daniel Taylor, Lead Developer at Face North Media, Inc.
Pros: Five9's virtual call center platform easily integrated into our custom software platform. Using Five9's well documented API we were able to enhance our reporting and data analysis engines with real-time call center data. Their IVR creation technology is simple and easy to manage.
Bottom line, Five9 just works and works well
Cons: May be a little difficult to understand the API without having a developer on staff.
Overall: If your business has the need for a virtual call center, Five9 is by far the best solution that we have found.
Reviewed on January 28, 2011 by Reuben Berlin, Loan Officer at American Bank - Oregon Branch
Pros: Customizable dialer and Campaigns
Fast connection to incoming leads
Reports track calls and performance
Cons: Lead lists are difficult to customize
Intregration not straight forward
Overall: Good system for contacting incoming leads
May take some work to customize and optimize for your business
Reviewed on January 27, 2011 by Taher Afghani, VP at HealthPlansofUSA
Pros: cost effective - easy to use - helps with contact rate
Cons: hangs up on many of our clients- hard to customize to my changing needs - reports are a little confusing and there are many of them - but the hanging up on our clients when using predecitve dialer is our biggest issue right now that needs to be resloved.
Overall: i recommend it to inside sales call centers
Very Good System- Great Set Up Support
Reviewed on December 22, 2010 by Greg Voss, Partner at Teletransfers
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.
Definitely turned the turbo jets on for our new launch
Reviewed on December 22, 2010 by Dennis Waton, Director of Sales and Marketing at Family Assurance
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.
Reviewed on December 02, 2010 by Joe Lichty, Annual Fund Coordinator at NET Ministries
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.
Reviewed on December 01, 2010 by Dan Simerlink, Director of Strategic Accounts at Focus Solutions
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.
Some tools are build the right way!
Reviewed on September 29, 2010 by Ben Krav, IT at GMBDirect
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.
New to autodialing
Reviewed on September 27, 2010 by Theresa Rhoads, Sr Staff Analyst at Solano
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.
Very Nice System
Reviewed on September 23, 2010 by Eric Netherton, GM SALEST at Omni Financial
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
Deffenbaugh Preliminary Review
Reviewed on September 23, 2010 by Steve Tomac, Supervisor at Deffenbaugh Industries, Inc
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.
Reviewed on July 27, 2010 by Anthony Segura, President at Sure Resource
Pros: System works very well and is easy to use.
Cons: Customer feels that the product is to expensive and they cannot justify the cost anymore.
Overall: Lower the cost!! I am going to lose this one.
Functional, Full Featured...Remarkable!
Reviewed on July 26, 2010 by Joseph Wettstead, Board President at Childrens Musical Theaterworks Fresno
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.
Reviewed on July 26, 2010 by jason adams, owner at oasis marketing solutions
Pros: Easy to set up, easy to use, easy to train agents on use of system. Don't have to dedicate a license to one user.
Tech support very helpful, friendly and able to work through any issue or question that we've had.
Cons: Caller ID interface should be able to display a company name and number.
Worksheet logic, need to have more "if and or statement" capabilities.
CSV files should populate data from worksheets in a more readable format vs. (True / False statements)
Tech support is very helpful and easy to get a hold of. Several times the call has been disconnected with tech support and they would have to call back.
Overall: Great product, highly recommend to other companies looking for this type of solution.
Virtual Call Center
Reviewed on April 21, 2010 by Ryan Kincer, VP at Call Center International
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
Carolina Call Center's Review
Reviewed on March 31, 2010 by Shannon West, Agent at Carolina Call Center
Pros: The software is very easy to learn and use.
Cons: Sometimes the server will go down and I will lose a call.
Overall: One of the things that is great about Five9 is any time there is a problem, they are very helpful in fixing the situation right away. Our escalations manager Steve Stone is wonderful to work with and so helpful with the few problems our company has had with using the software. Steve is very knowledgeable and has the ability to walk us through a problem with ease.
Reviewed on March 22, 2010 by Leif Seymour, Global Customer Care North America Operations Mgr. at AMD
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
CEO and CTO
Reviewed on March 22, 2010 by Leonard Linton, CEO at 1NW Contact
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
Reviewed on March 19, 2010 by ANKUR VOHRA, Project Manager at BOSLEY INC.
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.
State of the art hosted dialer solution!
Reviewed on March 19, 2010 by Mike Berte, Executive Vice President at Hunter Financial Group, LLC
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!
five9 services has shown to be extremely important and helpful for our business to run with ease.
Reviewed on March 18, 2010 by Amy Reed, Operations Manager at Adpak Inc
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.
I would recomend Five9 to anyone! and have several times!
Reviewed on March 17, 2010 by Mike Stafford, Director of Operations at Vialinx S.A
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.
Reviewed on March 11, 2010 by Nadine Wiltshire, Call Centre Manager at Kingsdale Shareholder Services Inc
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.
Reviewed on March 10, 2010 by Angela Kidner, Call Center manager at BirdDog Media
Pros: Five 9 has a lot of great features and most of the time when you ask "can I do this" the answer is yes. The support team during installation is very helpful and knowledgeable.
Cons: Our agents work remotely and we've had a lot of issues with connection and audio problems. The support team often immediately dismisses it as internet connectivity problems without digging into the problem further.
Overall: I would recommend Five 9 as a useful and feature-rich call center tool.
five 9 review
Reviewed on March 10, 2010 by Stephanie Malone, President at Zero Balance Debt Management
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.
Reviewed on March 10, 2010 by Denise Adams, Recruitment & Research Associate at Truenorth Executive Search
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.
One year later and still going strong...
Reviewed on March 10, 2010 by Stephanie Mansueto, System Administrator at GHS Debt Solutions
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.
Reviewed on March 10, 2010 by Dan Depina, Manager at Offshoring
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.
Call Center Manager
Reviewed on March 08, 2010 by Robert DiCesare, Call Center Manager at Call4You
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!
Reviewed on March 08, 2010 by Chris Gaughan, Director, Customer Support at SendMe Mobile
Pros: Cost, ease of use
Cons: Reports are not easy to get necessary information
Overall: Excellent low cost solution
Excellent customer service
Reviewed on February 26, 2010 by Kalyan K., Marketing Assistant at BCM Direct LP
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.
Virtual Call Center
Reviewed on February 24, 2010 by Sharif Shaalan, Salesforce.com Administrator at Comodo
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