Overall
4.6
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
95%
Recommend It
20
User Reviews
Get Pricing
Get Pricing
Request Demo
Visit Website

We are using this product for quite…

We are using this product for quite some time. While we find this solution satisfying all our needs, we found that data is inconsistent between different data sources so some call duration numbers are inaccurate. In examples we have reviewed they are off by 1 second per call but they add up in reports. We did not do extensive analysis to tell if there are bigger discrepancies. What concerns us is that the issue has been reported 4 months ago but we have not been provided with any explanation of what is causing the issue to estimate/assess the impact nor timeline to address it.

We are using this product for quite some time. While we find this solution satisfying all our needs, we found that data is inconsistent between different data sources so some call duration numbers are inaccurate. In examples we have reviewed they are off by 1 second per call but they add up in reports. We did not do extensive analysis to tell if there are bigger discrepancies. What concerns us is that the issue has been reported 4 months ago but we have not been provided with any explanation of what is causing the issue to estimate/assess the impact nor timeline to address it.

Would Recommend: Yes
John P.'s review forFive9

Five9 has been instrumental in the…

Five9 has been instrumental in the success of our call center. The ease of use and functionality to support our customized dialing campaigns has been a breeze to set up with them.

Five9 has been instrumental in the success of our call center. The ease of use and functionality to support our customized dialing campaigns has been a breeze to set up with them.

Would Recommend: Yes
Sandy H.'s review forFive9

We are a new business that will have a…

We are a new business that will have a small call center. Five9 was great every step of the way regarding the set-up and implementation. They made fine tuning the system easy and made suggestions to get the best use of our system. I am quite pleased with the ease of use and how easy it is to get additional agents trained & working with the system.

We are a new business that will have a small call center. Five9 was great every step of the way regarding the set-up and implementation. They made fine tuning the system easy and made suggestions to get the best use of our system. I am quite pleased with the ease of use and how easy it is to get additional agents trained & working with the system.

Pros: Ease of installation. Great implementation.
Cons: None.
Would Recommend: Yes

We have been in the contact center…

We have been in the contact center industry for a long time and have went through various vendors over the years. Five9 has proven reliable year after year. Their constant upgrades to stay competitive in the industry keep us with the latest feature and their support improves every day. I highly recommend their services.

We have been in the contact center industry for a long time and have went through various vendors over the years. Five9 has proven reliable year after year. Their constant upgrades to stay competitive in the industry keep us with the latest feature and their support improves every day. I highly recommend their services.

Pros: ease of use and constant upgrades.
Cons: none.
Would Recommend: Yes

Five9 services have greatly increased…

Five9 services have greatly increased productivity for our company as a whole. The setup process was very detail oriented, which is to be expected if you want the settings customized to your company needs. We have made a few tweaks and settings changes since inception and the service has now been running flawlessly. Five9 offers useful features such as local ANI, which we are taking full advantage of and their support is bar none. Hands down, the best VOIP service I have used.

Five9 services have greatly increased productivity for our company as a whole. The setup process was very detail oriented, which is to be expected if you want the settings customized to your company needs. We have made a few tweaks and settings changes since inception and the service has now been running flawlessly. Five9 offers useful features such as local ANI, which we are taking full advantage of and their support is bar none. Hands down, the best VOIP service I have used.

Would Recommend: Yes
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
  • Agent Desktop Plus - Empower your agents
    Agent Desktop Plus - Empower your agents
  • Dashboard overlook
    Dashboard overlook
  • Customized call queues
    Customized call queues

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