Five9Reviews of five9.com

Five9 has an average call quality and decent reporting capability. Reporting is not always accurate though. Dashboards are rarely accurate. Support blames this on network even though it happens when testing on different networks. Call log reports only go back 60 days, they charge $1000 to retrieve data. This is covered in a data retention policy. Be sure to READ EVERYTHING. Five9 charges for every little thing possible.

Five9 is a good cloud software system with complex functionalities, but their documentation and customer service is less than stellar. They don't seem to know their own product, so when I open up a ticket to resolve a case, I get stuck on the phone for a hour with someone who knows Five9 less than I do. I usually end up figuring the issue myself faster than they do. For this reason, I don't even open up tickets because I know the customer service staff has no idea what they're doing. The best thing to do is purchase premium support if you want to receive real customer service. That's been the best decision my company has made regarding Five9!

our latest rollout of verint QM with five9 was less than stellar. The network engineers are very unresponsive, and what was expected to be completed in one meeting session is now going on week 3 of not being resolved.

Technology is decent, but falters during updates. Customer Service needs to learn more about the processes to understand the issues being presented

Five9 implemented our call center solution and the standard operation of the phone system with agents, campaigns, inbound/outbound skill configure was great. The aspect of our system that causes me to lower the rating here is the automated dialer component. The team that implemented our solution was knowledgeable in the standard setups and I feel would have had no issues configuring that type of system, however, a solution with more customization was painful. I believe we are at a point where we have our system working for us, but it took weeks of corrections and painful discussions to get there. I hope that this was a result of our custom requirements and possibly a lack of understanding on both sides of the equation, but as the "industry's leading call center solution" I expected much more seamless integration between my CRM and theirs, and a knowledgeable team that wouldn't have had the bumps in the road that we experienced.

Biggest problem is it's Java based - Java crashes often because they can't keep up with the Java versions. They do offer a non-Java platform but of course they charge you extra for it.

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

We have had some major issue in the past and told it was our issue but was, in fact, your technical mishap.