Five9Reviews of five9.com

Five9 has really good technical support that makes up for a lot of the weaknesses in the other departments. Case in point: today's system wide outage following a scheduled upgrade. We received no communication from Five9, and calling them gets an automated status message stating that "network status is normal." I only learned of the problem when my agents were unable to log in. No social media presence just makes it worse, and no one seems to care enough to update things. They just toss out red herrings about things being slow, customers saying that it's been getting better etc. Admit your mistakes, roll back the upgrade, and take responsibility. At this point, Five9 is more like One9.

Features and functions that should work do not. (Read only fields are not read only, editing without dialing the record, difficulty in getting phone numbers). These are all scheduled to be resolved in the next update, but no time frame given for that update.

Better service during the implementation phase

The Open CTI adapter for Salesforce frequently looses connection between the Java applet and the SF environment. This can prevent inbound calls from pulling up the contact(s)/account(s) associated with the phone number. This causes the agent to frequently reset the adapter or log in/out of Five9 which decreases agent performance.

We have been having issues with five9 since we joined. We have stayed because the overall function of what five9 does works for our company. But the technical issues are very frustrating. Especially when its the same issue over and over with no solution in site. The support team helps when they can, but its frustrating when i have to go through different people to do the same thing that we have already done before. We're going in circles. I would give it 4 stars if I didn't currently have an issue that we've been trying to fix for weeks now!

The product is a great concept with a lot of potential, but there are still some issues that need to be worked out. After upgrading to the web application instead of using the java version, we have seen a great improvement. There are still some occasional audio issues such as static or audio delays, but they are not severe enough to say that the product doesn't work. There has been more down-time than I would like to see with this type of product especially over the past few weeks.

We rolled out Five9 since November 2016 its been a tough transition. The first group we rolled it out to was our sales team, roughly about 75-100 strong. It was a rough transition folks had to get use to using a softphone versus the traditional phone. I would suggest to anyone planning on using five9 to provide a lot of training - training, training, training. also make sure the computers are up-to-date and your network is solid. Its been 4 months people are finally getting use to using five9.

To be honest, I felt like I spent way to many hours trying to get my issue resolved with Five9. I called their technical support team about 20+ times with similar issues across my entire telemarketing team, and the case would be opened and closed after what I like to call the five9 version of "did you turn it off and on again?". I feel our issues where only escalated and solved because I got mad and because I was at a point of complete frustration. It took over 2 months of opening cases, 30+ hours collectively on the phone with tech support, over 20 leads being lost completely and my teams productivity being cut in half for them to understand the impact this was having on my business. My issue got resolved. It took about a week to put all agents through a higher tier of technical support so that everyone's systems would operate properly. And the system is doing fine now. I just think Five9 needs to work on: a) system compatibility issues: There are way to many factors that make it not work. I cant imagine any other application VOIP or non VOIP that i have used in my life that has so many issues in terms of other apps or programs interference with functionality. b) their low tier customer support: they need to be quicker at solving problems and explaining what they are doing and not stare at the screen and say "mmmm lets try this" its like they are doing trial and error until something magically works. c) making a concise document that outlines the setup each agent should go through to utilize the system effectively.