Five9 is an all-in-one cloud contact center solution for inbound, outbound, blended and omnichannel contact centers world-wide.
Powered by Practical AI, Five9 enables agents to provide customer experiences across phone, email, chat, mobile, social and more.
The AI-driven Five9 Engagement Workflow uses NLP and intelligent routing to get customers to the right agent while Five9 Genius derives customer intent data to provide agents with next step guidance before they pick up the phone. Four adjustable dialing modes skip no-answers and busy signals to triple agent talk time.
Five9’s IVR with speech recognition can be used for common customer inquiries to free up agents for high-value interactions. Monitor, analyze and report on the contact center’s performance with real-time metrics and dashboards, and automatically sync all interactions with CRM.
The contact center can be up and running in a matter of days and can be scaled up or down based on business needs.
Angelina V. Secteur: Restaurants Nombre d'employés: 501-1 000 employés
Five9 works excellent for incoming calls, voicemail, call records, ability to leave notes on calls, set callbacks, and search session history. Caller ID is a plus as well. When incoming calls come in the callers info I'd populated and set location configured with other software to link up with.
What I like most about five9 is its reliability. I don't have to worry about its software glitching or failing on me. I love how easy it is and it allows you to set call backs.
I can't think about any con's with using this software. I have zero complaints. I reccomend using this software to anyone.
Réponse : Five9 17/12/2019
Thank you so much for taking the time to share your experience with others on this peer review site. We are happy to hear you have had such a great experience with us at Five9. Thank you again for your time.
Kimber C. Secteur: Services aux consommateurs Nombre d'employés: 1 001-5 000 employés
The overall experience is great as you can focus on running your business rather than fighting with software. The multiple modes of dialer is extremely helpful too.
After several trials with other dialer systems and getting out of a contract with another dialer company, Five9 is simply one of the best systems for large organizations. Not only is it user friendly and easy to set up and management, the reporting functions are great and customizable. So easy to add/remove users and update skills. Uploading leads is a synch.
The ability to view agent chat sessions needs to be improved. It appears there is functionality there but in fact, you must log on as the agent to view. Upon doing so, you must kick the agent out of production.
Réponse : Five9 14/10/2019
Hi Kimber, thank you for taking the time to share your review here on Capterra. We are so happy to hear that you are having a great user experience, thank you for being part of the Five9 family. Please do not hesitate to reach out to us if we can be of any further service.
Customer Advocacy Manager
Christopher M. Secteur: Marketing et publicité Nombre d'employés: 11-50 employés
It's very robust software, but the implementation is not worth the trouble- it's made for calling a large, large body of numbers with little need to change the leads within the campaign.
Once you get it going, which isn't easy at all, it doesn't quit running.
It's horrible to implement, the support is awful, it also uses mechanics that are impossible to understand with minimal documentation.
Lin V. Secteur: Hôpitaux et soins de santé Nombre d'employés: 5 001-10 000 employés
We've using Five9 for change management and some of our workforce engagement, and it has been a great experience so far when paired with our learning management system for learning and improvement assignment. The UI is fairly intuitive, so out managers and directors have been quick to pick it up and apply to our growing initiatives.
Five9 support is fantastic, and the UI intuitive enough for the majority of our managers and directors to pick up relatively quickly. We use NICE Engage as well, and this platform is far superior.
Five9 has not been as widely adopted within our managers as WalkMe had been amongst our general users. The UI is easy to use, but could use some updating.
Réponse : Five9 13/07/2020
Thank you for taking the time to share your experience with Five9.
Pam A. Secteur: Hôpitaux et soins de santé Nombre d'employés: 10 000+ employés
Quick deployment, reliable product and allowed us to significantly reduce headcount and improve operational efficiency
After implementing several other call center software programs that did not meet our requirements, Five9 offers such a rich feature/function set and meets all our needs. The sales, implementation and support experience has been superior compared to their competitors.
From and IT perspective, the help desk/customer support team's knowledge is lacking. Most of our inquiries are not able to be addressed by 1st level
Réponse : Five9 03/12/2019
Hi Pam thank you so much for taking the time to share your experience with others on this peer review site. We are happy to hear you have had such a great experience with us at Five9.