Five9Reviews of five9.com

We began our partnership with five9 in January. In the 2 months, we've had some great success addressing the efficiency of our team's calls. However, customizing each campaign has proven to be difficult to meet the needs of our operations. Our implementation specialist has had to readjust the settings at least 3 times due to the software calling the same customer multiple times (should be once every 90 days). Also, currently our agents are shown as being 95-100% completed with their list, however they are confident they have not done that many. As a result, no calls are being made using the software. We have an open ticket (case # 00745328) and are waiting on a status update.

I have been using five9 for now over five years. I must say that the system they have in place is great and provide just about any features one would like to have at their fingertips so one can customize it anyway you like. Now when it comes to tech support, well that's another issue. First thing is that about 80% of the tech support need to put you on hold to research the issue because they just don't know. They have a higher tech support team but one needs to take a test and pass to get that department. As a client I pay them for a service and expect to get the correct level of support without having to take a test. They don't pay me , I pay them. That is the most ridiculous thing I have ever heard. So in all when rating five9, software a 5 star and tech support no words.

We recently integrated Five9 with Salesforce and it has great potential. However, we have run into a lot of issues where leads are being updated and statused correctly in Salesforce, but not being removed from the Five9 calling lists. Had a few unhappy customers called by the dialer after telling our sales guys they weren't interested.

I usually have no problem with the Five9 system. The support I receive from Five9 is very helpful with one exception: Receiving Archived Reports. It's like an impossible task or a forbidden request. I've asked for an "Oct 2016" report in mid-January 2017. I was outside the 60 days for running my reports, when I asked if report can be retrieved I was told I would be charged. This was my first time calling in regarding this matter and asked if charge could be waived. I was then asked to speak with my account manager, account manager had me sign a contract and waived the charge but, then totally forgot about providing the report. Still waiting guys....

Our main objective was to integrate five9 with salesforce, for inbound and outbound calls. But the system doesn't word well since five9 is not native to fsalesforce. Data integrity is not there due to some part of the records must exist in five9 which the integration between the two systems is not at best.

Our experience was less than stellar. There seems to be a fatal flaw in the coding of the dialer. It's slow, they cannot speed it up. Agents sit and wait for minutes between calls leading to unfocused representatives who talk and in turn mess calls up.

We will expect more value and new propose to improve our service

For the most part this is a great phone system but like most VOIP systems it voice quality is never perfect or as crisp as you would like it to be. Basically, it sounds like you're talking to someone on a cell phone from a car and you will hear comments about the quality a lot. Have used the system since 2010 and initially there was no such thing as 99.999% uptime, but that has improved a lot. If the voice quality was better I would increase this to 4 stars for sure. I would like to see a better "client login portal" that we could set up for our own clients without having to create expensive API's etc. That would be great.