Five9Reviews of five9.com

Been using Five9 for ~2-3 years at my current job and honestly have not been too impressed. I suppose it does the job but there are so many small annoyances and insufficiencies that drive me up the wall. We use Five9 for email as well and small things such as inability to copy/paste pictures and the email client refreshing WHILE YOU ARE TYPING AN EMAIL. This kicks you out of the email interaction you are on and brings you to another random email and often times all your keyboard hotkeys start opening up random windows while you are typing because it has suddenly switched windows. Every "update" to Five9 since I have been employed here has been laughable and instead of fixing things we are complaining about, they will change the colour of the smiley face and call it an update.

There is no way to see your communication history with someone you’ve been dealing with. Every platform since AIM allows you to view history seamlessly. Why there isn’t a simple message history is unbeknownst to me. Even when you “disposition” something, there should still be a running message log that you can EASILY look back on. Instead you have to remember the person, type the number in and search, click on history, AND THEN click each message bubble until you happen to find the message bubble that you were looking for. AIM had a more congruent way to view messages than this platform 25 years later.

The five9 software has not been an issues and we are very excited to get it going in our call center. The biggest problem is connectivity. It been months, MPLS then VPN traffic shaping the Open intent then SRTP. It has put us way behind in the conversion. The was not explained well enough during sales or during the fact finding sessions.

I have been working more and more with Five9 over the past few months and unfortunately my recent experience has let me very disappointed with their product. I've had to call support a few times over the past few weeks and have been left with more questions and dissatisfaction than answers and resolution. It seems that whenever I try and call for help, the people that answer the phones are not knowledgeable enough to answer my questions and instead I have to wait for a callback. It's gotten to the point where I will have to come up with workarounds to fix my issues instead of relying on their support. Trying to create more complex reports is also a challenge. I end up having to run three or four reports to be able to get what I need. There might be an easier way to achieve some of these needs, but that means relying on five9 support which again, leads me to the first issue. I WANT to recommend five9 to others, but after battling through these recent issues I can't.

We've found Five9 relatively easy to work with and responsive. We had chosen their product based on ease of use and feature set, and we still think it's a well designed offering and we make heavy use of their built-in "lite" CRM (contact manager). But we just keep having problems with calls. Calls being dropped, or not connecting, network interruptions etc. This has caused some issues with our clients and has caused our call center staff to spend a disproportionate amount of time troubleshooting problems (not to mention our IT staff).

I wanted what I thought was a simple system. An auto-dialer for my sales reps to log in and manage their accounts with some CRM and QA components that would help management track progress. Our scheduled training was very difficult to get through as the presenter was unprepared and not very familiar with the product itself. A lot of terms that are familiar within the telecommunications industry was used that sales people are not familiar with. Something then was changed in the core programming to make it so the call notes and "interaction notes" would not display. Also the history and activity on the fight side of the screen no longer displayed the notes. This was 1 of the 2 things I asked if the software could do, so essentially this change killed 50% of the usability for us. On the plus side when I asked for a different trainer I was provided one who spent a lot of time to help us set up the campaigns and research our issues. However, ultimately this is a review of the product itself and it didn't work for us on the most basic level.

I had been using a different dialer system for some time, and decided to switch to Five9 because of all the good reviews, thinking the system was going to be an improvement, but for over three weeks during the implementation process I had issues almost every day. The support team was always willing to help but the problems persisted. A month later, I can say that the system in terms of call quality is good, it has a lot of good options in regards to monitoring agent´s activities. It may have worked well for other customers, but my experience has been awful. I´m still experiencing issues, thinking about switching back to the previous provider. Lost a lot of time and money.

We have not had the experience we were hoping to have.