Overall
4.6
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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
92%
Recommend It
13
User Reviews
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Corbin M.'s review forFive9

We have been using five9 for almost…

We have been using five9 for almost 4 years. We can get awesome sales and customer support. We are very tech oriented and Five9 meets 85% of our needs. Their pricing is reasonable. We love that they don’t charge per call minute for non-long distance calls, as this would more than double our cost. I would recommend Five9 to almost any call center, unless you have repeat customers that require robust lead nurturing over time for multiple contacts and sales per customer.

We have been using five9 for almost 4 years. We can get awesome sales and customer support. We are very tech oriented and Five9 meets 85% of our needs.

Their pricing is reasonable. We love that they don’t charge per call minute for non-long distance calls, as this would more than double our cost.

I would recommend Five9 to almost any call center, unless you have repeat customers that require robust lead nurturing over time for multiple contacts and sales per customer.

Pros: Wide range of functionality: Robust reporting, local touch abilities, various dialing modes, no special hardware or software needed, simple agent interface, great supervisor listening and barging tools, great sales and customer 24/7 support.
Cons: Wide range of functionality: Robust reporting, local touch abilities, various dialing modes, no special hardware or software needed, simple agent interface, great supervisor listening and barging tools, great sales and customer 24/7 support.
Would Recommend: Yes
Amanda V.'s review forFive9

Our company has been using Five9…

Our company has been using Five9 since 2015. Installation and use are very easily learned, especially with the help of Five9 support. They have always been there to answer any question and help me learn more about the admin, and supervisor roles and how the system works and functions. Any issues are resolved in a very timely manner and I love the fact that they call you or e-mail you a few times after the issue is resolved just to make sure you are no longer experiencing the issue. I have recommended Five9 to others and continue to! Thank you Five9!

Our company has been using Five9 since 2015. Installation and use are very easily learned, especially with the help of Five9 support. They have always been there to answer any question and help me learn more about the admin, and supervisor roles and how the system works and functions. Any issues are resolved in a very timely manner and I love the fact that they call you or e-mail you a few times after the issue is resolved just to make sure you are no longer experiencing the issue. I have recommended Five9 to others and continue to! Thank you Five9!

Would Recommend: Yes
Aaron J.'s review forFive9

We’ve been a custom for almost 6 y…

We’ve been a custom for almost 6 years now, and yes it is still reliable and it keeps on improving. It is easy to contact support and any issue can be easily resolved. They also contact us to see if everything is working good. Which is great. We feel that they really take care of their clients.

We’ve been a custom for almost 6 years now, and yes it is still reliable and it keeps on improving. It is easy to contact support and any issue can be easily resolved. They also contact us to see if everything is working good. Which is great. We feel that they really take care of their clients.

Would Recommend: Yes

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
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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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