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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
100%
Recommend It
3
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Five9 Reviews
Provider Overview
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When you log into Five9…

Likes Best: When you log into Five9 everything you need to start working is right there in front of you. The CRM with your customer/lead base is connected to the VOIP phone system. When the first lead/customer pops up, the phone automatically calls the lead for you. You can see all the lead information on your screen including past notes, and all relevant information. You can note the lead that you left a message or made the sale, etc. You can also transfer the lead/customer to another department if needed. The automated dialing system makes your sales reps much more productive than if they were simply told to call through their lead/customer list. Likes Least: While automated dialing makes your sales reps more efficient, they may also be more likely to get burned out more easily because there is no break between hanging up from one call and the next call ringing in your ear. To help avoid this problem allow your sales reps to take a break and walk away from the dialer for a few minutes every 2-3 hours. Recommendations: Five9 usually has a free brochure, demo and sometimes free trails to help you make sure their system is the best fit for your company. There all inclusive easy to download system also makes it very easy to employee agents that work from their home offices, eliminating the expense of keeping an actual call center building. Carol from Sterling Academy (via SoftwareAdvice.com, originally published July 2015)

Likes Best:
When you log into Five9 everything you need to start working is right there in front of you. The CRM with your customer/lead base is connected to the VOIP phone system. When the first lead/customer pops up, the phone automatically calls the lead for you. You can see all the lead information on your screen including past notes, and all relevant information. You can note the lead that you left a message or made the sale, etc. You can also transfer the lead/customer to another department if needed. The automated dialing system makes your sales reps much more productive than if they were simply told to call through their lead/customer list.

Likes Least:
While automated dialing makes your sales reps more efficient, they may also be more likely to get burned out more easily because there is no break between hanging up from one call and the next call ringing in your ear. To help avoid this problem allow your sales reps to take a break and walk away from the dialer for a few minutes every 2-3 hours.

Recommendations:
Five9 usually has a free brochure, demo and sometimes free trails to help you make sure their system is the best fit for your company. There all inclusive easy to download system also makes it very easy to employee agents that work from their home offices, eliminating the expense of keeping an actual call center building.

Carol from Sterling Academy
(via SoftwareAdvice.com, originally published July 2015)

Pros: None.
Cons: None.

Try before you buy…

Likes Best Easy to use, support was very helpful. The provided a free try and answered a lot of questions. I really like the system. One of the keys you Need to consider is the head set you use. Find a good wireless one that works well. My staff seems to like to roam when they talk and I’ve seen they wonder all around, including me. Likes Least Limited CRM. Their solution is that you buy Sales Force, which maybe a good idea. One of the limiting factors is to send emails to,customers while your talking to them, to send an email you have to end the call. Would be great if you could send email while talking and have an API to MailChimp or others. Recommendations Worked well during the trial, if you like it get it. Going to,look at a few others before we make a strategic decision Dennis from Level 4 Funding (via SoftwareAdvice.com, originally published on February 2016)

Likes Best
Easy to use, support was very helpful. The provided a free try and answered a lot of questions. I really like the system. One of the keys you Need to consider is the head set you use. Find a good wireless one that works well. My staff seems to like to roam when they talk and I’ve seen they wonder all around, including me.

Likes Least
Limited CRM. Their solution is that you buy Sales Force, which maybe a good idea. One of the limiting factors is to send emails to,customers while your talking to them, to send an email you have to end the call. Would be great if you could send email while talking and have an API to MailChimp or others.

Recommendations
Worked well during the trial, if you like it get it. Going to,look at a few others before we make a strategic decision

Dennis from Level 4 Funding
(via SoftwareAdvice.com, originally published on February 2016)

Pros: None.
Cons: None.

Easy to use and access from anywhere…

Five9 is a great call center service. I never have any real issues unless my internet is slow which isn’t their fault. The only thing that doesn’t work great is their voicemail transcription. Being able to easily access and read message in a crowded room or meeting would be a very huge benefit.

Five9 is a great call center service. I never have any real issues unless my internet is slow which isn’t their fault. The only thing that doesn’t work great is their voicemail transcription. Being able to easily access and read message in a crowded room or meeting would be a very huge benefit.

Pros: Easy to use and access from anywhere.
Cons: Poor voicemail transcription.
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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.

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