Who Uses This Software?

Five9 is a leading provider of cloud contact center software, serving thousands of customers and helping organizations of every size transition from premise-based software to the cloud.


Average Ratings

195 Reviews
  • 4 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4.5 / 5
    Customer Service

Product Details

  • Free Trial
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • Five9
  • www.five9.com
  • Founded 2001
  • United States

About Five9

Five9 makes your agents more productive- up to 300% more productive. Five9 Call Center Software enables agents to make more calls and be more effective on the phone. Smart Dialers give agents more time with live prospects. Intelligent Routing gets calls to the right agent. On Screen Caller Info puts customer information at their fingertips. And everything is automatically logged to your CRM. Contact Five9 for more info or ballpark pricing.


Five9 Features

  • Collaboration
  • Contact Management
  • Content Management
  • Document Management
  • Goals / Quota Management
  • Lead Management
  • Meeting Management
  • Performance Management
  • Presentation Management
  • Proposal Management
  • Territory Management
  • Training Management

Five9 Reviews Recently Reviewed!

Successful and easy platform

Nov 15, 2017
3/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: This is great for smaller call centers. Very user friendly and easy to navigate. The thing I love about five9 is the information you can gather on your call floor. There are tons of stats and pie charts that depict the type of calls your taking and how long things are taking. It's a great place to start because it can inspire you in ways that you might need to grow as a company.

Cons: I don't know that this would be the best option for a large call center, though it could be! This software is very dated though. It could really use an update.

Overall: Being able to look at data and listen to calls.

Vendor Response

by Five9 on November 16, 2017

Thank you for this great review. We're happy to hear that our reporting features are giving you the insights you need to grow your business. Please don't hesitate to reach out to your account manager should you ever have any questions.

Five9 is an easy to use web-based call center platform

Oct 31, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Five 9 is easy to us. You can customize it however you want. Adding additional phone numbers or agents is a snap. The account managers we have been assigned have been great. The people they assign to you durning deployment were extremely knowledgeable.

Cons: Call statistic data only saved for 60 days. Should have a way to save all data locally or keep it on their server for at least 2 years. Makes trending difficult. You can export reports but if you didn't know you need something and then the 60 days have elapsed you are out of luck.

There should also be a way to use the administrator functions on the web via a java applet. It would help out being able to make emergency changes on a cell phone.

Overall: Much better view of what our call center was doing. Recorded calls are awesome.

Vendor Response

by Five9 on November 03, 2017

David, Thank you for posting your great review. Providing "great customer experiences every time" is our vision, and we're excited to hear that your customer experience has been excellent. We're here to help, so please don't hesitate to reach out to your account manager should you ever need anything.

Five9 is the best dialer I have used to date.

Oct 25, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: very officiant in the use of my data. I like that all of my data gets called every month, nothing falls through the cracks.

Cons: The only problem I have with the Five9 program is the price. It is way too expensive to be able to expained the amount of seats I have open.

Easy to use and works well in a call center environment.

Oct 03, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: Five9 has many reports and ability to pull old calls out and listen to them. This really helps when we need to double check a customer's name spelling or address. It is very straightforward and simple to use. My favorite is the many options for 'states' you can be in. Whether you're available for a call, on a break our outbounding. We were able to customize the states we needed.

Cons: You have to be careful to not upload too much information. We used to keep 'profiles' containing company information, which would pull up with the call. The problem with this is that it was too much to handle, and it would take 10 minutes to boot up, and be ready to take a call. We have since changed these profiles, which has solved the issue.

Vendor Response

by Five9 on October 05, 2017

Hello Madelin, Thank you for taking the time to post this review. We're happy to hear Five9 is working well for you. Please don't hesitate to reach out to your account manager if you ever have any questions.

Overall Five9 has been a good phone applet for us

Oct 02, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Comments: Overall you guy do a great job

Pros: For the most part Five9 works pretty well. What I like most about Five9 is that its integrated with SalesForce so we only have to put our notes in 1 time.

Cons: Occasionally your servers go down so we are down so If that happens we end up being dead in the water, fortunately that doesn't happen alot

Vendor Response

by Five9 on October 04, 2017

Debbie, We're glad to hear that our SalesForce integration is helping you eliminate redundant tasks and makes your team more efficient. Thanks for posting this review and please let us know if you ever have any questions.

all good

Sep 26, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: thank you!

Pros: We have had very few technical issues. When they have occurred there is a quick resolution. Thank you!

Vendor Response

by Five9 on September 27, 2017

Hi Jackie, Thanks for taking the time to post your review. We at Five9 care about our customer¿s success and strive to provide excellent customer service and support. Please let your account manager know if you ever have any questions.

The software does 99.9% of what I need it to do.

Sep 26, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I enjoy the ease of use and convenience. It's nice to have a major call center phone system that I -a call center manager- can manipulate with IT's assistance.

Cons: The agent tools leave a little bit to be desired. We use a Zendesk Softphone adaptor, which is prone to glitching. The softphone has caused the a few headaches.

Overall: Insight into our contact center!

Vendor Response

by Five9 on September 27, 2017

Thomas, Thanks for your review. It's great to hear that our reporting features and ease of use are helping your call center succeed. Please don't hesitate to reach out to your account manager if you ever have any questions.

Great for a small business!

Sep 25, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I like the way you can easily set up a call campaign and be ready to make calls within minutes of installation.

Cons: I am not a fan of the low number of updates/advances in the software. We have been using Five9 since January 2017 and just saw our first update. In January when we addressed some basic features, we were told they should be resolved in the "next update". It took 7 months for the update.

Overall: The largest benefit was the ability to control our own phone system instead of using a out of the box solution from another vendor. We are able to quickly set up campaigns and get to work.

Vendor Response

by Five9 on September 26, 2017

Hello Brent, Thank you for posting your review and for sharing how Five9 has helped you accelerate your campaign setup. Please don't hesitate to reach out to your account manager if we can ever be of service.

Five9

Sep 25, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: Five 9 is a versatile and dynamic platform to use. Depending on the KPI's your center is looking to achieve there are numerous options and settings to make that possible. Some of the options were eye opening and with the efficiencies seen we saw a spike in production immediately

Pros: It is a very easy platform to learn. Our agents liked the features it offered, with different skills and campaign sets. The support team from implementation to ongoing support is very helpful. Our account manager and TAM respond in a timley manner and are genuinely invested in how the business is doing. The price is reasonable compared to other providers.

Vendor Response

by Five9 on September 27, 2017

Greg, Thank you for posting this excellent review and for sharing how Five9 has helped boost your contact center¿s efficiency and productivity. If we can ever be of service, please let your account manager know.

Five9 meets our Call Center needs

Sep 25, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: Custom service is helpful and goes above & beyond to help get my questions answered.

Pros: We have multiple options for selection and Five9 makes it easy to triage the calls & record the incoming calls in a professional and timely fashion. We are able to access a recording minutes after it is recorded. We can also run monthly metric reports.

Cons: Outbound calls are not recorded. System does not integrate with our current intake database (salesforce).

Vendor Response

by Five9 on September 26, 2017

Hi Tracy, Thanks for posting your review. We pride ourselves with our excellent 24/7 customer support and are happy to hear our call recording and reporting features are working well for you. Please don¿t hesitate to reach out to your account manager if you ever have questions about any other features or integrations we offer.

My experience with the Five software have been great.

Sep 25, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: I enjoy the able to communicate with the staff while taking calls. The agent can instant message about questions without moving from their desk.

Cons: The software doesn't allow you to change/save information from a telephone number that reached the call center several times. The agents can't change the telephone number or caller name, so this information is enter in the comment section.

Overall: This software able the call center to answer calls on a daily basis.

Vendor Response

by Five9 on September 26, 2017

Hello Sherrine, Thank you for the taking the time to post your review. We're glad to hear the coaching function is working well for you and your team. Let us know if you ever need anything.

We've been a customer for almost 6 years now. Very reliable software and support team.

Aug 28, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to use. Easy to contact support. Very reliable. The app is lightweight, even old computer would work.

Cons: Installation on new computers - It sometimes creates conflict if you have the latest Java. But after installation everything will just run smoothly.

Overall: All incoming calls are being answered and taken cared of.

Vendor Response

by Five9 on August 28, 2017

Hi Aaron, Thank you for taking the time post this amazing review. We pride ourselves with our excellent customer support and are glad to hear Five9 is helping you take care of your inbound calls. Please let us know if you ever need anything.

4 year customer. Five9 is simple yet robust, meeting most of our needs.

Aug 27, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: Robust reporting, simple agent interface, no expensive software or equipment required, very supportive and available customer service. Quickly Scaleable. Great for small, medium, and large call centers.

Cons: Agent script requires HTML to write and is only one page. If call flow can be complicated, this is a problem. Dynamic scripting is a need for us as we grow, so this is becoming a problem. If a feature does not exist, if you put in a feature request. It is highly unlikely that they will develop the future you need though. We have experienced 3-5 service outages over there almost 4 years we have used them. This has lost us money. If they had a good interface for texting, emailing, and chatting with customers, that would be nice as well.

Vendor Response

by Five9 on August 28, 2017

Hello Corbin, Thank you for taking the time to post this review. We're glad to hear Five9 is working well for you. Please don't hesitate to reach out to your account manager with any questions or feedback about the features we offer. We're here to help.

Highly Recommended!

Aug 27, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Honestly, I love everything about this software- It is easy to use and easy to learn. Navigation is simple and I love the fact that the team was so willing to help me learn as when I started using this program I had many questions.

Overall: We use a blended campaign. Five9 has made it easy for us to run all campaigns at once to all stations or even separate it so we can have certain campaigns only on one stations and the other campaign on the other stations

Vendor Response

by Five9 on August 28, 2017

Hi Amanda, Thank you for posting this excellent review. We're happy to hear that Five9 is helping you with your campaign distribution. Our team is here for you, so if we can ever be of service, please don't hesitate to reach out to your account manager.

I use five9 daily at work. unfortunately this software does not work well with our CRM salesforce.

Aug 22, 2017
2/5
Overall
1 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 5.0/10 Not
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Pros: I understand the layout of the software and it seems easy to use. I have no issues starting my daily tasks.

Cons: I dont like the constant bugs; auto-redialing my leads, failing to log calls into salesforce, doubling the log on some calls.

Overall: I like the layout of the software, so it made my simple tasks throughout the day very easy.

Vendor Response

by Five9 on August 22, 2017

Alexander, Thank you for your review. I have forwarded your feedback to Demandforce's account manager who will follow up with you.

Great Dialar

Aug 08, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I think the system is amazing. All you do is sit there and it dials for you - so I cant complain about that

Cons: I'll sometimes have problems with either connecting my headset and people telling they cant hear me when im speaking on the phone.

Vendor Response

by Five9 on August 14, 2017

Hello Trinidad, Thanks for taking the time to post your review. We¿re happy to hear our dialer is working well for you. If you ever have any questions, please don¿t hesitate to reach out to your account manager.

Five9 is so glitchy

Aug 08, 2017
1/5
Overall
3 / 5
Ease of Use
1 / 5
Features & Functionality
4 / 5
Customer Support
1 / 5
Value for Money

Pros: It is easy to use. You just place the call, not hard. Other than that, it is really glitchy and doesn't work very well.

Cons: It glitches all the time and does not record our calls. This is a very important part of my job so it is a huge hassle to deal with Five9. Would never recommend to anyone.

Overall: None, it is horrible

Vendor Response

by Five9 on August 08, 2017

Hello Katherine, This is not the experience we want you to have. I have forwarded your feedback to your account manager who will follow up with you.

5-9 And Outbound Cold Calling

Jul 16, 2017
2/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 2.0/10 Not
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Pros: User interface is easy to use, the software takes the pain out of dialing, also you do get a high response rate since it¿s always dialing.

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

Vendor Response

by Five9 on July 18, 2017

Hello, Thank you for your review. I have forwarded your feedback to your account manager who will reach out to you to help review the best practices for list management with Five9.

HORRIBLE

Jun 22, 2017
1/5
Overall
1 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money
Likelihood to Recommend: 1.0/10 Not
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Comments: Horrible.

Pros: It works occasionally is about the only pro I have seen. ZERO CUSTOMER SUPPORT AND I HAVE BEEN CALLING FOR 2+ hours.

Cons: I have been trying to get anyone from customer service for 2 hours and nothing. This software has a tremendous amount of issues and customer support is even worse. AVOID AT ALL COSTS!!

Vendor Response

by Five9 on July 07, 2017

Alex, this is the not the experience we want you to have. I forwarded your feedback to your account manager and asked her to reach out to you.

Provides a wealth of call information, not user-friendly

Jun 08, 2017
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Comments: This is a powerful product that gets the job done, and then some. Users should be willing to pay for Five9's flexibility, and expect a slow learning curve during integration.

Pros: Five9 Is a very well-known solution for call support services. This product allows users to track a wealth of call data, with features allowing highly customized, recurrent reporting.

Cons: Five9 is somewhat pricey for what you receive, and the value proposition is questionable at times. The Five9 interface is also complex to navigate and become accustomed to.

Vendor Response

by Five9 on July 11, 2017

Hello Stephen, thank you for taking the time to post your review. I have forwarded your feedback to your account management and ask her to follow up with you.

Customer Support is Amazing!

Apr 28, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: I have a software background, owning my own software company for 10 years. I have never had the type of support from anyone ever. It's truly amazing how they take care of their customers.

Pros: Customer support is best I've had with any software company ever! Extremely flexible Wide array of features Reliability

Cons: Requires Java and will not work if upgrade to most recent version Very complex but once trained, it's worth it

Powerful and Customizable

Apr 20, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: Before we started using Five9, we used another well-known phone system. Our company grew and with it grew the challenges of effectively managing inbound calls, as well as tracking call outcomes. Five9 took our call center to another level. It's not the cheapest system, but there's a reason for that. It really helps you understand what's going on in your call center; and, as a result, become better at managing your call flow.

Pros: Five9 will help you monitor calls and track your call volume. If you're a call center, this system will help you receive calls more efficiently, track the outcome of calls, and improve your call center's performance. It has excellent reporting features and it's customizable to meet your company's specific needs.

Cons: You need to know a little about the system before you can go in and change settings. It's not as intuitive as some of the other basic systems, but then, it's not a basic phone system. Five9 does not offer voicemail extensions. That's not what it's designed for. I do wish that we could get our phone extensions from them.

Good for business

Apr 03, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Comments: Good for business with ease of use. Sales s
Is hard, this helps ,,,,,,,,,,,,very familiar with association programs. No business programs

Vendor Response

by Five9 on June 29, 2017

Hello Kathy, Thanks for taking the time to post your review. We're glad to hear Five9 is able to help you with your sales efforts. If you ever have any questions about our features, please don't hesitate to reach out to your account manager.

Five9 for customer support

Feb 06, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Strong integration with ZenDesk

Cons: Reliance on Javascript can be challenging with different versions flying around.

Overall: Five9's robust integration with ZenDesk is one of the primary reasons we've brought them on as a voice solution. It's been reliable as far as the integrity of our calls. Call recording and reporting are up to expectations. We've had some friction keeping our team updated with the correct version of Java required across the board. In general it's a solid solution with an easy integration to Zendesk, giving our team a centralized home for serving customers.

Five 9 rocks and rolls

Feb 01, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: High levels of customization

Cons: Nothing

Overall: I have been using Five 9 for 5 years and it has been the the best. I have used it for inbound and outbound calls

Helpful but occasionally infuriating

Jan 27, 2017
3/5
Overall
2 / 5
Ease of Use
2 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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Comments: I use Five9 on a daily basis, and while it offers decent integration with other apps that we use, there are significant issues with the software. Most of the issues are tech-related and we've had to reach out multiple times to their support line. It allows us to tier our agents to ensure that our leads are not overworked.

Pros: Integration with ZenDesk makes things easy, allowing tickets to generate immediately after a call is closed out. The interface is relatively easy to use and does not require a separate window with the configuration we have enabled. Call quality is pretty good.

Cons: The Java integration is pretty rough at times. Occasionally it will have a "brain fart" and require an entire computer restart, which is super inconvenient. Other times it will drop a call or restart the station for no apparent reason. They do offer a new integration that does not use Java, but that requires the entire team switch over to the new version, plus a price bump. Also, if volume is heavy it tends to degrade the quality of calls and enhance the previously mentioned issues with the software.

Great Product and Service

Jan 27, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Comments: Five9's functionality is great and is easy to train my representatives on its use.

Pros: Great reporting and interface

Cons: Cost

This is the best and easiest dialer system to use.

Jan 16, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We have used Five9's dialer for a while and it's helped our company a lot over the years. We have tried to use a few other companies dialers before and always come back to Five9, nothing else is as easy to use or works as efficient.

Long time user, first time reviewer

Jan 16, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: I've used five9 for many years and have found it to be vastly superior to most competitors on the market.

Reporting Challenges

Jan 10, 2017
4/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
4 / 5
Value for Money

Comments: I have been in charge of a support team for about 2 years. We have used Five9 but I still have challenges pulling quality reports with exactly the data I am looking for. I stopped by the booth at a conference and as helpful as the booth workers tried to be, nobody could help me set up the reporting I needed. I have worked with a few team members that were somewhat helpful but still trying to figure out how to pull the numbers I am looking for.

Vendor Response

by Five9 on January 13, 2017

Hi Matthew, Thank you for sharing your feedback. Your request has been escalated and your account manager will be reaching out to you directly if they haven't already. We appreciate your feedback. Regards, The Five9 Team

COO

Jan 10, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Comments: We have used Five 9 for about 4 years. We would recommend this product. It has served us well in those years. We feel we need more from our system so we may be forced to move on. But overall the service and the product is very good.

Pros: Reliable

Cons: We do not have a dash board - We need this for our reps Some other functionalities are a bit outdated.

Recommendations to other buyers: Good value - good support- A bit slow to react but they will help. The system needs to be updated in our opinion. I would use this system again if I were in the same spot I was in four years ago when I started with them.

Call Center Telecom

Jan 05, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
1 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Functionality.

Cons: Pricing.

Overall: I speak highly in regard to the dialers capabilities and compliance standards, with Long Distance expense being the one negative. Strongly recommended.

Great for the price

Dec 16, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Comments: Offers a lot of customization for reporting and customer support was helpful when I called in. UI is a little outdated, but overall great value for the price.

A short review of Five9

Dec 15, 2016
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money

Comments: I have used Five9 for over a year. It functions more than other software systems that I have used in the past but it freezes often and the VCC connection also drops fairly frequently.

Vendor Response

by Five9 on September 06, 2017

Hello Bogart, Thank you for posting this review. I have forwarded your feedback to your account manager who will be in touch with you.

Definitely worth it!

Dec 14, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I've used Five9 now for about 4 months, NEVER had any glitches, freezing, or any general slow loading time. It's quick, easy, and reliable. I'll definitely be a customer for life!

Does The Job, But Archaic

Dec 14, 2016
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: My experience with Five9 has generally been positive, but it doesn't seem to be very ip-to-date. It seems and feels like a software program from the early 2000s.

Great Software!

Dec 14, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: The software was worked great as I have taken and made calls. It is a smooth process and I have enjoyed using it. Only suggestion would be to figure out a way where there isn't a lag when uploading a file onto it. Other than that, I would definitely recommend it!

Great! Love five9

Dec 14, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: It works pretty great! I love using it at work! I think that a lot of people is to try and use five9 their companies!

Extremely Functional and Versatile

Dec 13, 2016
4/5
Overall
2 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Comments: I am a manager of a CSR answering service. We connect over 70 different offices from around the country. The functionality my CSR's have to be able to view the office profile while talking to the companies makes our job so much easier. There are so many functions and capabilities we have to spend an entire day of training on all the features and pretty regular training. I also work as a Workforce Manager and the monitoring functions are supreme. It is really easy to determine who is working and who is not. The data pulling and report system is extremely functional to the point of complication. I still need to go to our tech supervisor to pull certain reports but I love that almost any report I ask for we can pull.

CSR Manager review

Dec 13, 2016
3/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Comments: I have had mostly good experience, I do wish that it didn't lag so much and that there were easier ways to make and view reports.

Great Product and Supprt

Dec 12, 2016
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I have used this software in the past. Taking the calls and routing them are very reliable. The software flows really nice and the customer service is awesome if you come across any issues . I recommend this software.

Good solution lacking some key functionalities

Dec 09, 2016
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Comments: The product is simple solution. Teams which dont have complex requirements, may find this as a good fit. It's ok in terms of stats on how long your SDR team has been on phones. The routing mechanism and logic is also decent. The Salesforce integration did not seem to be that solid and we often found issues with it.

Pros: Simple to use Easy to view and understand

Cons: Cannot be used for a complicated call flow Salesforce integration is not very solid

Recommendations to other buyers: Understand your requirements well. Ensure you involve the right people to make decisions.

IVR software is really good and reliable

Dec 08, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to use and reliable.

Cons: In the past, they had teething issues but for the last couple of years, all has been smooth.

Overall: We use this software for our IVR system. We take calls and route calls, and it is very reliable. We don't see any downtime, and the flows work very nicely.

Recommendations to other buyers: It is mapping based so you have to design flows.

Owner

Dec 06, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: Reporting provided is superior to a lot of programs used. Very easy to manage call center from phone numbers, voicemail, routing, and different scripting and routing options.

A Clunky But Effective Software

Dec 06, 2016
3/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 3.0/10 Not
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Pros: It's very reliable and bug free.

Cons: It's clunky and there's little to no integration possibilities.

Overall: We've been using Five9 for about 2 years. It definitely gets us from point A to point B and it's very reliable, however it's UI is not pretty, and there are little to no integrations. It is definitely something that we will replace eventually, when we find something better. For now it gets the job done.

Recommendations to other buyers: If you are looking for something dependable, this is a good choice, it is just lacking some of the quality I come to look for in software.

Perfect solution

Dec 05, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Definitely a great solution for a call center and makes running one much easier. No more dialing by hand and makes life so much easier.

Five9 review

Nov 08, 2016
2/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support

Comments: For the most part they are good. Just the prices are too high and they do not get back to you when they say they will..

Pros: Ease of use

Cons: Price and customer service is poor

Mediocre call center platform

Nov 03, 2016
3/5
Overall
4 / 5
Ease of Use
2 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: Meets basic call center platform requirements (i.e. power dialer, call recording, activity tracking)

Cons: otherwise, limited feature set. UI is outdated.

Overall: Met basic needs of a call center platform but there are definitely better solutions, most notably insidesales.com.

Serviceable call center platform

Oct 31, 2016
3/5
Overall
4 / 5
Ease of Use
2 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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Pros: Inbound call distribution is easy to set up. Outbound dialing works well with a very small team. Outbound calls are tracked well within Salesforce.

Cons: Reporting is abysmal. Salesforce integration is poor, and so the user may be stuck trying to merge reports between Five9's proprietary system and the Salesforce records. It is very difficult to manage contact relationships through Five9.

The interface is rough - very little thought given to the user experience.

Five9 also lacks mobile support for our field sales reps.

Overall: The Five9 platform is a simple call center platform for inbound or outbound. Perhaps "simplistic" may be a more apt description. We use it for both inbound and outbound call center activities. It actually excels if you are not overly concerned with tracking activities with individual users.

Recommendations to other buyers: Think hard if you will need detailed reporting for individuals in your database. If so, you may want to evaluate other solutions instead of Five9. If you are simply cold calling a list of numbers, Five9 is a simple tool to break into the world of call center software.

perfect way of collecting data

Sep 12, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It's seamless ability to not only make phone calls but the ability to store them. In my organization it is important to make sure we get the clients needs handled because we are a bulk industry.

Cons: it doesn't always integrate with our other products as easily we would like.

Recommendations to other buyers: Be sure to evaluate all your needs before making this purchase.

Decent cloud contact center solution

Sep 08, 2016
3/5
Overall
1.5 / 5
Ease of Use
4.5 / 5
Features & Functionality
1.5 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: Detailed data available. A lot of customizable reports. Multiple features for campaigns.

Cons: Expensive. Frequent service disruptions. You are on a contract.

Recommendations to other buyers: Compare to many other available options. You may find another solution that would be cheaper.

Five9 ZenDesk Integration

Mar 04, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support
5 / 5
Value for Money

Comments: We use ZenDesk as part of our CRM, so it's been valuable to have a phone solution that integrates so well with ZenDesk. Five9's integration is one of the most reliable we've seen in the marketplace and the reporting they provide also meets our expectations.

Pros: Solid ZenDesk integration. Good back end reporting.

Cons: KPI dashboard isn't terribly adaptable.

Solid integration into Zendesk but plagued by Java issues.

Mar 03, 2016
3/5
Overall
3 / 5
Ease of Use
3 / 5
Customer Support
4 / 5
Value for Money

Comments: Adequate but plagued with stability issues since it's built on an insecure and obsolete plugin (Java) that is not truly supported by any modern browser.

Pros: Zendesk Integration is convenient, and has a simple and clean dialing interface. Desktop client in the event of a Zendesk outage. Customer service has generally given a pretty quick turnaround.

Cons: Unfortunately on the negative side, the technology is build on Java, which is obsolete and not secure, and creates constant issues whenever updates are issued through Java or the Five9 Client. The supervisor view leaves a lot to be desired and doesn't allow for a great amount of control or insight.

Easy to integrate

Mar 02, 2016
3/5
Overall
3 / 5
Ease of Use
5 / 5
Customer Support
3 / 5
Value for Money

Comments: We had a small call center, so an all inclusive solution that had all the features we needed was really what drove us to use Five9 versus having to buy separate solutions from different companies to meet our needs. We had a max of around 30 agents, and we were mainly an outbound facility.

Pros: What stood out was the fact that you could customize your dialer to the size of your center and volume of calls. Having realtime responses from their tech department 24/7 also stood out to us.

Cons: The reporting system was at times puzzling, however being able to call the support staff to isolate issues helped.

Try before you but to see it is a fit

Feb 27, 2016
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to use, support was very helpful. The provided a free try and answered a lot of questions. I really like the system. One of the keys you Need to consider is the head set you use. Find a good wireless one that works well. My staff seems to like to roam when they talk and I've seen they wonder all around, including me.

Cons: Limited CRM. Their solution is that you buy Sales Force, which maybe a good idea. One of the limiting factors is to send emails to,customers while your talking to them, to send an email you have to end the call. Would be great if you could send email while talking and have an API to MailChimp or others.

Recommendations to other buyers: Worked well during the trial, if you like it get it. Going to,look at a few others before we make a strategic decision

I help supervise a team of people using Five9.

Jan 31, 2016
4/5
Overall
2.5 / 5
Ease of Use
4.5 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 5.0/10 Not
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Pros: Integration with Zendesk is nice. The supervisor program is pretty great, especially being able to monitor calls on the fly.

Cons: Constantly, multiple times a day, I have to help get associates logged on. I probably spend 1-2 hours a day trouble shooting Five9 issues. The 2-4 week lag between Java updates and Five9 supporting them can create a lot of trouble for our team. Pulling calls for QA purposes is an absolute pain, pretty tedious.

Recommendations to other buyers: It's a great product when it's working. Getting it to work can often be a hassle.

Only had problems occasionally, overall a great service for phones

Jan 31, 2016
4/5
Overall
4.5 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Pros: Easy to use, and easy to learn how to use properly with little training time

Cons: problems appear fairly often, but they are mostly easy to resolve

Recommendations to other buyers: use customer support for any help you may need they have always been super helpful and willing to figure out any problem you may come upon

Welcome change from previous clients

Jan 30, 2016
4/5
Overall
3.5 / 5
Ease of Use
4 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
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Pros: Most of all, I'm a fan of the integration with Zendesk. From a performance perspective, it focuses my team much more and allows for us to create a more focused KPI.

Cons: Many members of my team including myself have experienced a wave of technical issue recently that can be relatively handled with troubleshooting, but it appears that Java doesn't consistently play nice with our computers.

Recommendations to other buyers: I think understanding your company's priorities are most important. For example, with a growing staff and limited resources, ease of use and integration into our systems were most important for us.

Could be a very solid product if it weren't build on Java.

Jan 29, 2016
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3.5 / 5
Customer Support
Likelihood to Recommend: 5.0/10 Not
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Pros: The integration with Zendesk generally works quickly and effectively.

Cons: The simple fact that they've built their entire system on an almost wholly obsolete plugin (Java). It doesn't run natively in most browsers (we use Chrome at work), so a desktop client has to be installed which plugs back in to a chrome tab. Unfortunately, this is plagued with constant crashes, timeouts, and so on. Worse still is that there is usually not any error messaging to indicate this, and it still appears to be functional within our Zendesk tabs.

Recommendations to other buyers: While the product generally works okay, I would suggest comparing with similar options on the marketplace for a more robust desktop client or something built on HTML5.

Mallory Five9 Review

Jan 29, 2016
4/5
Overall
3.5 / 5
Ease of Use
3.5 / 5
Features & Functionality
3 / 5
Customer Support
Likelihood to Recommend: 6.0/10 Not
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Pros: The tool itself is very helpful in how dynamic the options are when on a call with a customer. There isn't anything the software can't do that I would need.

Cons: It seems Five9 needs reinstalled often. Also, the lag in being Java compatible with any new updates seems to cause friction with many computers when that releases. Also, agents do get "kicked off" often without knowing it. It seems hard to predict those type of nuances. Also, it would be nice to have an account manager to reach out to when these issues happened.

Recommendations to other buyers: Make sure you have an in-house tech person to help troubleshoot the issues that pop up, sometimes consistently.

Not the best I have used.

Jun 17, 2015
2/5
Overall
1 / 5
Ease of Use
1 / 5
Customer Support

Comments: I found the software bulky and inconvenient. From the agent desktop application to lead management and reports it was simply more complex than it had to be. Customer service was helpful enough, but at times it took too long to speak to someone. More critical issues always seemed to need escalation and resolution came slowly if at all and as soon as they determined the issue wasn't something on their end they were done helping. Overall for the size of call center we have (15 stations) and the type of dialing we do (predictive cold call) it just wasn't the solution for us.

Nations Insurance Solution Survey

Apr 23, 2015
5/5
Overall
4.5 / 5
Ease of Use
4.5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: The system is very easy to maneuver. The tech support team is awesome! Everyone is willing to work together. It is like having a true partner.

Cons: We use the Agent Desktop Kit and the Java does not work well. Too many times we have to relaunch the dialer. I don't like that the data is purged so often. I have to create many scheduled reports so it is not lost for good.

Recommendations to other buyers: I have looked at many dialers over the years and have used others. The Five9 dialer is a much better system and the reporting is good.

Simple but full-featured; integrated CRM; great for outbound campaigns

Jan 12, 2015
5/5
Overall
4.5 / 5
Ease of Use
4.5 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: Using Five9's calling and administrative features is very straightforward. Five9's software provides all the bells and whistles in an easy to use package. The integrated CRM is great for outbound campaigns using preview or predictive dialing.

Cons: Accessing some of the integrated CRM information can be a little bit difficult, but Five9's robust reporting system works around this limitation.

Recommendations to other buyers: Compare features and price. If you're not married to SalesForce, Five9 is the best value out there.

Smaller Call Center, Big Expectations

Dec 11, 2014
4/5
Overall
4.5 / 5
Ease of Use
3.5 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: We like the fact that there is a seamless way to streamline all agent and campaign data from one user interface (Supervisor or Admin app) without going through and opening multiple programs/applications.

Cons: The variety of reports that the product offers has been very well-thought-out; however, we least like that the product is slower at rendering a specific or generalized report than we would like.

Recommendations to other buyers: While the initial setup and integration of using this software can be a bit overwhelming at first (there's a lot to take in all at once on the implementation orientations), the software itself is very user-friendly and easy to navigate around. The technical support staff is very friendly and no question is too small or insignificant to them.

Smaller Call Center, Big Expectations

Dec 11, 2014
4/5
Overall
4.5 / 5
Ease of Use
3.5 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: We like the fact that there is a seamless way to streamline all agent and campaign data from one user interface (Supervisor or Admin app) without going through and opening multiple programs/applications.

Cons: The variety of reports that the product offers has been very well-thought-out; however, we least like that the product is slower at rendering a specific or generalized report than we would like.

Recommendations to other buyers: While the initial setup and integration of using this software can be a bit overwhelming at first (there's a lot to take in all at once on the implementation orientations), the software itself is very user-friendly and easy to navigate around. The technical support staff is very friendly and no question is too small or insignificant to them.

Not the best

Jun 04, 2014
3/5
Overall
5 / 5
Ease of Use
1 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 1.0/10 Not
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Pros: You can monitor and group your staff, and you can send messages to other employees.

Cons: The maintenance and the constant drop calls. The call transfer is not the easiest to understand, and the call monitoring is not the best quality ever.

Recommendations to other buyers: Find another vendor. This one needs a lot of work and it is not ideal for a big company.

Great when it works.

May 27, 2014
3/5
Overall
3.5 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
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Pros: It's easy enough to use with plenty of features. Communication within the call center and with satellite locations is easy.

Cons: It seems to be unreliable. Service goes down at least once a month, and we are never sure how long it will be down.

Recommendations to other buyers: It comes with a lot of features that I have never had a use for, so it's hard to evaluate as a whole. That said, it seems like an adequate system for a medium-to-large call center to use.

Reliable and intuitive, but I wish it had better predictive capabilities

May 27, 2014
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
2.5 / 5
Customer Support
Likelihood to Recommend: 5.0/10 Not
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Pros: Fast calling. There's very little time between calls. It has a very intuitive interface.

Cons: Dialing is not predictive enough. A relatively high percentage of calls went to voicemail or were not answered.

Recommendations to other buyers: The best metric is effective call rate. For each 100 outbound calls, estimate how many of them reached a person on the other end.

The Very Best Service!

Mar 10, 2014
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: The product is flexible and easy to use. Five9's support is great; they are always available for additional assistance.

Cons: There isn't anything I don't like. I have used Five9 for various companies I've worked for over the years, and I have always liked their service.

Recommendations to other buyers: Take the time to go through their tutorials and webinars; they are informational and very useful.

Small customer service-based company that requires excellence.

Feb 24, 2014
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: I am very pleased with the product and am looking forward to applying our company's personal touches to our profile.

Cons: The Five9 system is very user-friendly to a degree, but it could be streamlined when it comes to administrator settings.

Recommendations to other buyers: I would recommend understanding what your expectations are so the technical support team can evaluate your needs.

No doubt best in class!!

Feb 20, 2014
5/5
Overall
5 / 5
Ease of Use
3.5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: simplicity of use, attentive client services, a multiple suite of options available and extremely cost effective with a substantial ROI!

Cons: I cannot appear seamless with my clients when I have arranged a meeting for them

Recommendations to other buyers: Take their optional free trial .you will be pleased that you did

Great system. I would recommend this to anyone starting a call center.

Feb 20, 2014
5/5
Overall
4 / 5
Ease of Use
4.5 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: It's easy to use and very easy for new agents to catch on to the agent app. The online manuals are very informative (for as lengthy as they are). Five9 has a lot to offer.

Cons: Some of the reports do not quite pull all of the information needed for our business, but there are ways around it. The support staff will work with you to get the product you need.

Recommendations to other buyers: Easy to use. Campaign builds are simple and require little time to create.

Overall Strong Performance, Minimal Issues

Feb 19, 2014
4/5
Overall
4 / 5
Ease of Use
3.5 / 5
Features & Functionality
3.5 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
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Pros: I personally found their platform really easy to use, and the sales and support teams have been very attentive.

Cons: We often discover issues before they do and have to reach out to them to make them aware and get the issues fixed. This was especially prevalent approximately six months ago, but it has improved significantly since then.

Recommendations to other buyers: Definitely shop around, but we have tried several other vendors and haven't been able to find one other than Five9 that has all of the tools that we need in place.

Top Notch Service and Commitment to Quality

Feb 19, 2014
5/5
Overall
3.5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: I've been with Five9 for years now. I've seen them persistently strive to improve their product and services, and it has greatly benefited my company. The very best that Five9 has to offer, are her people. I have had the pleasure of working with Dave Yesko, and team, since inception, and there isn't a single thing, or promise, they have failed to deliver on. Outside of that: The uptime and stability of the platform is second to none.

Cons: This product does require a basic understanding of dialer algorithms and behaviours. Early on, we had several issues related to our own ignorance. Thankfully, we had an incredibly patient support group to help us through.

Recommendations to other buyers: Five9 is an incredible platform that is scalable and affordable on almost any budget. So, TRY IT OUT... You won't regret doing so.

Great bones, getting better all the time.

Feb 14, 2014
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: Five9 gives my Call Center the tools it needs to complete its functions effectively and efficiently. Five9's Support Team is always available and very quick to take action if needed. Five9's Sales and Account Management Team is very helpful and gets us set up with new licenses quickly and pain free. The product is user-friendly and easily trainable to new hires. Five9's ability to log in from any internet connection offers interesting possibilities for Work From Home Employees.

Cons: In the past, we have had significant issues with Five9's ability to provide true 100% Up Time. This is a function that has improved greatly; however, I am looking forward to seeing if it will stay reliable. Five9's Contact Management/Customer Account lacks the ability for reps to view notes from previous customer interactions. This is a big weakness, and I'd like to see Five9 evaluate this process and add this ability. If my reps had the ability to view notes from previous interactions this review would have been 10/10.

Recommendations to other buyers: Five9 is a very viable option for any Call Center; I would recommend it to anyone. It has its shortcomings, but every Virtual Call Center Module does. I think that Five9 is the best option when compared with companies like 8X8 or inContact.

Five9 has outperformed every other hosted solution we have tried

Feb 14, 2014
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: The ability to manage campaign specifics without contacting support is great. It has just about every bell/whistle you could hope for in a dialer.

Cons: Not a big fan of their recent invoicing system. Its a tad complicated and hard to understand. However, in three years we have never caught an invoicing mistake.

Recommendations to other buyers: One of the most user-friendly solutions we have used.

Waste of money

Feb 06, 2014
2/5
Overall
1.5 / 5
Ease of Use
2 / 5
Features & Functionality
1 / 5
Customer Support
Likelihood to Recommend: 3.0/10 Not
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Pros: Not much. Everything they do, other companies do better and cheaper.

Cons: Compliance has no idea what they are doing. They told us to keep the drop call ratio at 3 or below, yet their system doesn't make calls (one every five minutes or so) with that option enabled. The people there have not stood by us and have offered conflicting and often unintelligent responses to legit inquiries.

Recommendations to other buyers: Check out other service providers. The call quality lacks with Five9, and we have not had good experiences with their staff.

Ease of Use, Execellent Call Quality

Jan 12, 2014
5/5
Overall
5 / 5
Ease of Use
4.5 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: Five9 Virtual Call Center has an array of features that meets all of our needs within a 24/7 contact center environment. It is easy to use, flexible and in an emergency can be accessed from any high speed internet service. It is also important for us to have the ability to evaluate our pricing structure and sales team.

Cons: Waiting on workforce management and a way to deliver voicemails after an unsuccessful first attempt. Not a big deal or a deal breaker.

Recommendations to other buyers: Do your homework and have a list of requirements ready as you explore solutions. Beware of vendors whose pricing changes during the course of the negotiation. Voice recognition can be costly, so be sure to understand how a call is routed and the associated costs per leg.

Quality hosted inbound and outbound call center solution

Dec 18, 2013
5/5
Overall
5 / 5
Ease of Use
4.5 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: As a product Five9 enables our organization to have one hosted solution for inbound and outbound calls regardless of whether our agents are in one of our three call centers or working from home across the 20+ states we operate in. As a vendor they are great to work with.

Cons: We wanted a multichannel offering so that we could do social monitoring for our clients. With their recent acquisition of SoCoCare we understand this is now available.

Recommendations to other buyers: After you compare features, here is our list for evaluating hosted contact center solutions: Make sure your provider is true multi-tenant. Ask about ability to scale up or down. Check on availability. Check on security and other features to help you stay compliant. Ask about speed/ease of implementation. Review their roadmap to see what type of future innovation is planned. Review their mobile dialing application to make sure it is TCPA compliant and ask them to put language in the contract.

Five9 is not compatible with the new Mac OSX. Bad Customer Service.

Dec 05, 2013
1/5
Overall
2.5 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
Likelihood to Recommend: 1.0/10 Not
Likely
Extremely
Likely

Pros: The idea of all of the features is great but the system has major issues.

Cons: The Five9 system is not compatible with the latest Mac OSX. They told me it was and even advertise it all over the web, but beware. I paid the full setup fees and the monthly charges even when I wasn't able to use it. Five9 had us do a bunch of tests and kept saying they are working on the issue. I finally was forced to cancel my service. I received a system-generated email supposedly from the CEO on why I was canceling my service so I left a voicemail and sent an email but never heard anything back.

Recommendations to other buyers: There are many other companies and systems out there that are much better all the way around.

Not worth the time and money

Dec 03, 2013
1/5
Overall
1 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
Likelihood to Recommend: 1.0/10 Not
Likely
Extremely
Likely

Pros: The account execs are nice, but that's about it.

Cons: The customer service is out of country and not helpful. Even with their help, we are unable to properly configure the systems to handle two-line capability. The system will not call leads first, so we have spent more time than it's worth.

Recommendations to other buyers: I would recommend trying everything else before this product unless you want to invest serious time and money.

Up and running quickly

Jul 01, 2013
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: John did a great job of getting us up and running quickly

Good Product

Jun 22, 2012
4/5
Overall
3 / 5
Ease of Use
5 / 5
Customer Support

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

Great Product

May 22, 2012
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

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!

good service

Apr 09, 2012
4/5
Overall
4 / 5
Ease of Use
3 / 5
Customer Support

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

Five9 Autodialer

Mar 28, 2012
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

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.

Five9 Review

Mar 28, 2012
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

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.

First Review

Mar 27, 2012
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

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

Mar 22, 2012
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

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

Five9 Review

Mar 21, 2012
3/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

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

Mar 21, 2012
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

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.

Increased Productivity

Mar 20, 2012
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

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

Mar 19, 2012
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

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

Mar 16, 2012
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

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

Mar 12, 2012
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

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.

five9 review

Mar 12, 2012
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

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

Training Session

Mar 12, 2012
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

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

Mar 09, 2012
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Pros: very much easy to use

Cons: None, thing

Overall: Great Product

Easy to Learn

Mar 09, 2012
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

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!

Mar 08, 2012
4/5
Overall
5 / 5
Ease of Use
4 / 5
Customer Support

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.