Overall
4.5
Get Pricing
Visit Website

Five9

San Ramon, CA
Founded in 2001, Five9 was one of the earliest providers of hosted contact center solutions. Their first contact center...
2001
Year Founded
90%
Recommend It
10
User Reviews
Get Pricing
Get Pricing
Request Demo
Visit Website

This is a powerful product that…

This is a powerful product that gets the job done, and then some. Users should be willing to pay for Five9’s flexibility, and expect a slow learning curve during integration. – via SoftwareAdvice

This is a powerful product that gets the job done, and then some. Users should be willing to pay for Five9’s flexibility, and expect a slow learning curve during integration.

– via SoftwareAdvice

Pros: Five9 Is a very well-known solution for call support services. This product allows users to track a wealth of call data, with features allowing highly customized, recurrent reporting.
Cons: Five9 is somewhat pricey for what you receive, and the value proposition is questionable at times. The Five9 interface is also complex to navigate and become accustomed to.
Would Recommend: Yes

Five9’s robust integration with…

Five9’s robust integration with ZenDesk is one of the primary reasons we’ve brought them on as a voice solution. It’s been reliable as far as the integrity of our calls. Call recording and reporting are up to expectations. We’ve had some friction keeping our team updated with the correct version of Java required across the board. In general it’s a solid solution with an easy integration to Zendesk, giving our team a centralized home for serving customers. – via Capterra

Five9’s robust integration with ZenDesk is one of the primary reasons we’ve brought them on as a voice solution. It’s been reliable as far as the integrity of our calls. Call recording and reporting are up to expectations. We’ve had some friction keeping our team updated with the correct version of Java required across the board. In general it’s a solid solution with an easy integration to Zendesk, giving our team a centralized home for serving customers.

– via Capterra

Pros: Strong integration with ZenDesk.
Cons: Reliance on Javascript can be challenging with different versions flying around.
Would Recommend: Yes

I have a software background, owning…

I have a software background, owning my own software company for 10 years. I have never had the type of support from anyone ever. It’s truly amazing how they take care of their customers. via SoftwareAdvice

I have a software background, owning my own software company for 10 years. I have never had the type of support from anyone ever. It’s truly amazing how they take care of their customers.

via SoftwareAdvice

Pros: Customer support is best I've had with any software company ever! Extremely flexible. Wide array of features. Reliability.
Cons: Requires Java and will not work if upgrade to most recent version. Very complex but once trained, it's worth it.
Would Recommend: Yes

Before we started using Five9, we used…

Before we started using Five9, we used another well-known phone system. Our company grew and with it grew the challenges of effectively managing inbound calls, as well as tracking call outcomes. Five9 took our call center to another level. It’s not the cheapest system, but there’s a reason for that. It really helps you understand what’s going on in your call center; and, as a result, become better at managing your call flow. via SoftwareAdvice

Before we started using Five9, we used another well-known phone system. Our company grew and with it grew the challenges of effectively managing inbound calls, as well as tracking call outcomes. Five9 took our call center to another level. It’s not the cheapest system, but there’s a reason for that. It really helps you understand what’s going on in your call center; and, as a result, become better at managing your call flow.

via SoftwareAdvice

Pros: Five9 will help you monitor calls and track your call volume. If you're a call center, this system will help you receive calls more efficiently, track the outcome of calls, and improve your call center's performance. It has excellent reporting features and it's customizable to meet your company's specific needs.
Cons: You need to know a little about the system before you can go in and change settings. It's not as intuitive as some of the other basic systems, but then, it's not a basic phone system. Five9 does not offer voicemail extensions. That's not what it's designed for. I do wish that we could get our phone extensions from them.
Would Recommend: Yes

I was working for a company that…

I was working for a company that was outsourcing their contact center needs to a vendor that was significantly hurting our margins. Being that I worked in the operations of contact centers for years and years, we decided to build our own to save costs. We did our research and decided to try Five9. The Five9 sales and staff are great. They are warm and kind and honestly did everything they could to go above and beyond for us. I would rate the ones I dealt with as a 5/5. The issue is… they have no power to actually get things done. Whenever we’d have an issue with the system and called their support line, we’d get the run-around from level 1 support technicians who we felt were saying anything to get us off the phone if it wasn’t something simple enough we could fix on our own. The reporting portal barely worked. If ever we tried to customize a standard report to include another piece of information everything would break and we’d get no data, or worse, bad data. For example: if I looked up how long my agents have been logged in on a standard report it might say A, if I also wanted to see how long they were in each state the total logged in time would suddenly be B. Then we also had issues of the reports showing different results on the same report. We were on the east coast of the US, but for some reason had a significant 3-5 second delay in connecting to our contacts which resulted in a high abandon rate with no solution. We also discussed looking into custom reporting, API integration, CRM integration, etc. but these services cost prohibitive for us considering we were not confident with the delivered solutions thus far anyhow. They suggested we switch to Salesforce, which is a pretty good tool, but not worth its cost IMO, so why would I switch from Pipedrive to SF just for my contact center software? We wanted 2 very simple things, to call our customers and have high sound quality, and to have accurate reporting. Five9 was great at everything except high-quality instantaneous connections, accurate reports, and finding and proposing solutions. I would absolutely recommend it to any contact centers of 100+ agents, and a functional support team; sincerely. If you do not have a dedicated technical resource support team, or if you are less than 100 agents, I would suggest you try it before you buy it. The staff we dealt with in California however (not the Phillipines-based technical support hotline) were amazing. They cared and it felt like they wanted to do more but couldn’t.

I was working for a company that was outsourcing their contact center needs to a vendor that was significantly hurting our margins. Being that I worked in the operations of contact centers for years and years, we decided to build our own to save costs.

We did our research and decided to try Five9. The Five9 sales and staff are great. They are warm and kind and honestly did everything they could to go above and beyond for us. I would rate the ones I dealt with as a 5/5. The issue is… they have no power to actually get things done.

Whenever we’d have an issue with the system and called their support line, we’d get the run-around from level 1 support technicians who we felt were saying anything to get us off the phone if it wasn’t something simple enough we could fix on our own.

The reporting portal barely worked. If ever we tried to customize a standard report to include another piece of information everything would break and we’d get no data, or worse, bad data. For example: if I looked up how long my agents have been logged in on a standard report it might say A, if I also wanted to see how long they were in each state the total logged in time would suddenly be B.

Then we also had issues of the reports showing different results on the same report.

We were on the east coast of the US, but for some reason had a significant 3-5 second delay in connecting to our contacts which resulted in a high abandon rate with no solution.

We also discussed looking into custom reporting, API integration, CRM integration, etc. but these services cost prohibitive for us considering we were not confident with the delivered solutions thus far anyhow. They suggested we switch to Salesforce, which is a pretty good tool, but not worth its cost IMO, so why would I switch from Pipedrive to SF just for my contact center software?

We wanted 2 very simple things, to call our customers and have high sound quality, and to have accurate reporting.

Five9 was great at everything except high-quality instantaneous connections, accurate reports, and finding and proposing solutions.

I would absolutely recommend it to any contact centers of 100+ agents, and a functional support team; sincerely. If you do not have a dedicated technical resource support team, or if you are less than 100 agents, I would suggest you try it before you buy it.

The staff we dealt with in California however (not the Phillipines-based technical support hotline) were amazing. They cared and it felt like they wanted to do more but couldn’t.

Pros: Great team of employees.
Cons: Everything else.
Would Recommend: No
Loading...
Provider Overview

Founded in 2001, Five9 was one of the earliest providers of hosted contact center solutions. Their first contact center solution, the Five9 virtual contact center, was released in 2003. In the years since, they have added features that have made it easier and faster for contact center agents to connect with their customers. They have over 1,800 customers worldwide, and have offices in The US, the UK, Russia, and The Philippines.

Five9 offers inbound, outbound, and blended contact center solutions that can be scaled quickly on demand. Five9 is part of an ecosystem of products that integrate well with popular marketing platforms. Customers who sign with Five9 are able to focus more on having successful agents and less on infrastructure costs.
Most Popular Plan:

Blended Contact Center

  • Combines Inbound and Outbound Contact Center Packages
  • Gives priority to inbound customer service calls
  • Matches outbound agents to inbound call queues
  • Salesforce integration
  • Oracle RightNow integration
  • NetSuite integration
  • Velocify integration
  • Microsoft Dynamics CRM integration
  • Screen pop
  • Multiple points of contact, including Social Media, chat, email, and mobile
  • Panoramic timeline

Contact Center Features

  • Integration with many popular CRM software, including Salesforce, Oracle RightNow, NetSuite, Velocify, and Microsoft Dynamics CRM
  • Integration with customer support software, including Zendesk
  • Screen pops
  • Predictive dialer
  • Power dialer
  • Preview dialer
  • Time zones
  • Speech recognition IVR with Natural Language Processing engine
  • Multiple points of contact, including Social Media, chat, email, and mobile
  • Panoramic timeline
  • Visual IVR customer self-service tool for smartphones
  • Multichannel reporting integrated directly with Social Media sites, chat, mobile, and email
  • Dashboards
  • Mobile Supervisor app
  • Real time KPI statistics
  • Next best actions script
  • Call recording with scoring retrieval
  • Business control and routing engine
  • Visual Customer Feedback surveys

All Available Plans & Services:

– Inbound Contact Center

  • Agent scripting
  • Priority routing to VIPs
  • Web integration APIs
  • Post-call automated surveys
  • Presence engine
  • Skills-based routing
  • Screen pop
  • CRM Integration
  • Natural Language Processing engine
  • Social media integration

– Outbound Contact Center

  • Predictive dialer
  • Preview dialer
  • Progressive dialer
  • Click2Dial website widget
  • Automated call schedules
  • Workflow rules
  • Complies with “Do Not Call” registry
  • Screen pop
  • CRM integration
  • Social media integration

– Blended Contact Center

  • Unifies Inbound and Outbound Contact Center Packages
  • Gives priority to inbound customer service calls
  • Matches outbound agents to inbound call queues
  • Allows follow up for both successful and abandoned calls

Help & Support Options:

  • 24×7 support: 1-866-553-1459
  • Email support
  • Online support
  • Premium support includes direct access to support team, dedicated Technical Account Manager, and ongoing consultation.
  • In-person or online training available

Editor’s Bottom Line:
The holy grail of guaranteed uptime is 99.999%, or “five nines.” Any company with the name Five9 would have to have bulletproof reliability, and they don’t disappoint. At their Network Operating Center, they monitor web traffic flow 24/7 to prevent and mitigate downtime. Customer data is backed up at multiple locations, in case of a natural disaster or other emergency. As for security, they have a wide variety of measures to ensure that your data is securely protected against hackers and malware. Their stringent security protocols make it a favorite for government, financial, and healthcare contact centers.

Five9 has a number of in-house programs and partnerships to ensure that subscribers don’t run afoul of the national Do-Not-Call registry. They have both annual or monthly contracts.

Five9 is a big believer in playing well with others. Their platform works with Salesforce, Oracle RightNow, NetSuite, Velocify, and Microsoft Dynamics CRM, and also with help desk software like Zendesk.

Screenshots

Share Your Feedback

What Do You Think of Five9?

Your last name & email will not be displayed.
Quality
Installation
Support
Reliability
Features
Price
Would you recommend this provider?
Are you currently an active user?
Submit Review
Request Five9 Quote
To prepare your price quote, we'll need some information.
How many employees do you have?
Which of the following do you need?
Get Your Price Quote Now
Request Five9 Demo
To prepare your demo, we'll need some information.
Your current needs
How many lines you need?
Get My Free Quote Now