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.