Five9Reviews of five9.com

Five9 has done a great job at continuously improving its Intelligent CX Platform, especially with the integration of AI, IVA (Intelligent Virtual Agents), and WFO tools that help streamline contact center operations. The platform is robust and reliable, offering solid uptime and scalability across multiple channels. The reporting and analytics capabilities, particularly with AI Insights, are strong and help leaders make data driven decisions. The automation tools (like IVAs and workflows) are powerful and can significantly reduce manual effort and contact volumes when properly implemented.

I love that any change is instantaneous. My teams request things on the fly and to get back to them with that change is done on that call or within an hour makes my team trust this system. Five9 also listens to the majority of our issues. I will say there are some issues that they are still not great on that is why they are not a 5 star.

We use Five9 in a complex multi-tenant environment and we are very happy with the solution. We have a couple customized items within the salesforce integration we would like to have but otherwise, the Five9 solution gets us everything we need. We are assigned a TAM as point of contact who has been super helpful as well

It has made reporting so much easier and I've barely tapped into all it can do!! One thing I do wish we could fix is the ability to have the agents emails also included in the email pop-up for automated reporting. Having to individually load them instead of picking from a pick list is a bit time-consuming. One other thing is I'd love to have the audio wave separate on all calls. Most have them mixed together in blue.

We recently implemented the secure pay connector for our members to update payment information on their own. The Five9 team was very detailed on the explanation on not only what to do but why it has to be done that way. That extra time helps us to be able to manage the connector after the roll out. The Five9 team is always available to answer any questions and walk us through any processes which helps reduce the stress of adding new features. Its integration with Salesforce has made it a great one stop shop for servicing our members.

This is really great and awesome to have something like this covering our backs

The Five9 support team is typically very responsive to my issues, so I'm very happy with all those I interact with at Five9. As far as the platform goes, the email interface needs quite a bit of work for an organization like ours that receives hundreds of emails every day that are not always handled in the order they come in. Also, I find that voicemails can build up literally forever if the phones are busy. During our peak season, which lasts about 4 months we had over 3,000 voicemails build up in our system. Overall we are happy with Five9.

Five9 is an excellent solution for call center, the best part is flexibility and speed to deploy changes.