Five9 offers a robust and proven solution, with all the new features needed added on top of that. It is reliable, the team is fantastic and it has all the connectivity required to integrate with external solutions. Agents find it easy to use. Customer Support is helpful and very quick to respond.
What do you dislike about the product?
Campaign management and the mix of legacy and new UI do make things tricky at times, but many online resources and the continued evolution of the new UI solve for this.
What problems is the product solving and how is that benefiting you?
Five9 makes it easy for us to expand our Contact Center outside of a physical building and into remote areas, enabling everyone on a single system to be managed from one place but spread anywhere.
I have been in the contact center industry at a senior level for over 15 years. I have worked with at least 5 other systems during this time. Overall, five 9 is one of the best. Five 9 excels in end-user simplicity. It is very easy for agents to use. Also, the system is highly customizable. The system is also robust for outbound dialing. They also have a good knowledge base. Reporting is also better than most system and can be automated. Five 9 also has a lot of integrations including Salesforce, MS teams, and other common applications.
What do you dislike about the product?
Although the system is highly customizable, it is not as intuitive as other platforms. Small changes are not always obvious. Customer support has gotten worse over time. They used to help you with everything. Now they only assist with break-fix issues. Also, they really nickel and dime you to death. Also, you can not prevent your end users for only being ready for certain types of interactions. For example they can be ready for voicemails only and not phone calls. Please fix this ASAP.
What problems is the product solving and how is that benefiting you?
The system helps streamline operations for multiple departments regardless of where they are located.
Five9 Review: A Powerful Contact Center Solution with Room to Grow
What do you like best about the product?
The customer support is beyond exceptional. The training is very thorough and I have never had them say no to any request I have had. It is very easy for the agents to use and provides a large library of report templates at your disposal. Five9 does so much and you can literally go as big as you want with them.
What do you dislike about the product?
The downside...let me think - I guess I would like a little more customization options to brand it. Some reporting templates and dashboard views feel rigid, and it’s not always easy to get the exact data presentation we need.
What problems is the product solving and how is that benefiting you?
Keeping all information in one place, integrating with our CRM, working remote. Gives us multiple channels of communication with our customer base.
The best call center implementations one can offer!
What do you like best about the product?
The ease of use for the different supervisor and admin consoles and platforms to monitor agents, team performance, and call metrics.
What do you dislike about the product?
The time it may take to implement new features or products but I understand that is because the Five9 team is very hands on and likes to bring in new team players and specialists for the best outcome for their customers.
What problems is the product solving and how is that benefiting you?
Actively updating and implementing new features for supervisors for team performance.
Has been ups and downs somethings but in my 6 years experience has been worth it.
What do you like best about the product?
The support of the IT department, they are very helpful, going above and beyond.
What do you dislike about the product?
Sometimes we had issues with connection or we lost audio with our clients and makes us look bad.
What problems is the product solving and how is that benefiting you?
Helps us to complete our stands of quality service. The connection between our team and clients is very important and Five9 has been a great help to achieve this goal.
The app works like a switchboard and allows for us to work remotely to make and receive calls
What do you dislike about the product?
I'm not sure if it's something at the server level, but the constant need to refresh reinstall.
Clear cash and cookies repetitively, it's not conducive to being effective
What problems is the product solving and how is that benefiting you?
Being able to transfer customers from my location in Texas to any of our other two Peer locations in California or Nevada
I’ve found that then Omnichannel capabilities, AI insights, and advanced reporting are some of the best new features. Five9 has really great customer support as well.
What do you dislike about the product?
The cost is a little higher than I would like. Also, the ability to customize is fairly limited, and there are some issues with integrations.
What problems is the product solving and how is that benefiting you?
We are allowing for multiple ways to track communication with customers. Five9 allows us to easily view activities and track them in a centralized place. We can do this all in place, which makes our users happy.