Five9
About Five9
Five9 is a contact center and call centre solution powered by artificial intelligence. The cloud-based solution provides omni-channel tools including inbound and outbound call management, predictive dialer, progressive dialer, chat, social customer service, automatic call distribution (ACD) and more
Five9 is a cloud contact center solution, which brings the power of Practical AI to thousands of call centers worldwide. Since 2001, Five9 has helped customers create great omnichannel customer experiences. Triple agent talk time with smart dialers that automatically skip no-answers and busy signals to ensure the next prospect is available when the next agent is ready. Use intelligent routing to get calls to the right agents and derive customer intent data to predict the best next steps for agents. Provide intuitive self-service options with Five9's IVR.
Five9 brings Practical AI to contact centers to increase agents' effectiveness and efficiency, and create great customer experiences every time on every channel - phone, chat, mobile, email, social and more. Use intelligent routing to ensure the call gets to the right agent and use customer intent data to provide agents with the best next steps before they even pick up the phone. Offer customers intuitive self-service options for common injuries with an easy to set up IVR so that agents can focus on high-value interactions.
Improve agent talk time with four different dialing modes that automatically skip no-answers and busy signals so agents can spend more time talking to live prospects. Visually dynamic dashboards offer real-time and historic reporting and analytics so users are always on top of their contact center's performance.
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- Industry: Information Technology & Services
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Five9 is a great Cloud Contact Center!
Reviewed on 31/03/2023
We normally have an amazing time with Five9 but when their systems go down they are really bad at...
We normally have an amazing time with Five9 but when their systems go down they are really bad at communication and support during that time and that is extremely frustrating.
Pros
Five9 is a very powerful and reliable cloud contact center that helps us achieve all of our business objectives for our customers.
Cons
Price and some parts of the system are still Java based. It has created issues regarding sending and receiving data because Five9 is stuck in the past with their API, which needs to change.
- Industry: Consumer Services
- Company size: 201–500 Employees
- Used Weekly for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Five9 - for me it’s rating at 9
Reviewed on 30/06/2021
Amazing experience as an agent
Supervisor desktop is great for real-time monitoring
As an admin...
Amazing experience as an agent
Supervisor desktop is great for real-time monitoring
As an admin it’s straight forward and easy to setup
Pros
Easy to use, easy to setup, features & functionality, cloud solution, supervisor desktop, browser adaptor
Cons
Wallboard feature to share data as a link is required
New Integrations with newer brands are required
customizations take longer to build
Alternatives Considered
ZIWOReasons for Choosing Five9
Cloud contact center solutions are better in five9Reasons for Switching to Five9
Standards of operations Security Service- Industry: Online Media
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Five9 Wizard
Reviewed on 12/12/2022
We were able to realize that we had an issue with ACW and Hold time throughout our department that...
We were able to realize that we had an issue with ACW and Hold time throughout our department that was having a negative impact on our customer experience. With that insight, we were able to be strategic with our coaching which had a positive impact on customer experience and ultimately customer loyalty.
Pros
I love the reporting capabilities that five9 provides. There's so much data. From handle time, ACW, Hold time, Idle time, whether or not an agent disconnects first, etc. The reporting gives you a deeper insight which allows you to coach metrics that will increase the productivity on your team.
Cons
Connection issues cause frequent system issues. Dropped calls and missing call recordings are common issues.
- Industry: Consumer Services
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
If you want the best...
Reviewed on 01/10/2019
The overall experience is great as you can focus on running your business rather than fighting with...
The overall experience is great as you can focus on running your business rather than fighting with software. The multiple modes of dialer is extremely helpful too.
Pros
After several trials with other dialer systems and getting out of a contract with another dialer company, Five9 is simply one of the best systems for large organizations. Not only is it user friendly and easy to set up and management, the reporting functions are great and customizable. So easy to add/remove users and update skills. Uploading leads is a synch.
Cons
The ability to view agent chat sessions needs to be improved. It appears there is functionality there but in fact, you must log on as the agent to view. Upon doing so, you must kick the agent out of production.
Response from Five9
Hi Kimber, thank you for taking the time to share your review here on Capterra. We are so happy to hear that you are having a great user experience, thank you for being part of the Five9 family. Please do not hesitate to reach out to us if we can be of any further service.
Best Regards,
Cindy Seto
Customer Advocacy Manager
- Industry: E-Learning
- Company size: 201–500 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 7.0 /10
Use Five9 as a solution for your company
Reviewed on 28/07/2022
Pros
How easy it is to get started and the tools that they offer you to customize the skills, teams that you need, to keep it organized and generate better reports.
Cons
It would be better if Five9 could add some options to keep the historical data for more time or at least select what set of data can be stored longer.
Reasons for Switching to Five9
It offered what we needed at the moment, the flexibility on how to setup the users and the price.Five9 FAQs
Below are some frequently asked questions for Five9.Q. What type of pricing plans does Five9 offer?
Five9 offers the following pricing plans:
- Starting from: US$119.00/month
- Pricing model: Subscription
- Free Trial: Not Available
Monthly license fees per concurrent agent depend on volume and selected product options. Additional long distance fees may apply. Bundled seat/long distance packages available. Contact Five9 for a custom price quote.
Q. Who are the typical users of Five9?
Five9 has the following typical customers:
11–50, 51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does Five9 support?
Five9 supports the following languages:
English, French, German, Polish, Portuguese, Spanish
Q. Does Five9 support mobile devices?
Five9 supports the following devices:
iPad (Mobile)
Q. What other apps does Five9 integrate with?
Five9 integrates with the following applications:
Dynamics 365, Freshdesk, Microsoft Teams, NetSuite, Nextiva, Oracle Service, RingCentral Contact Center, Salesforce Sales Cloud, Salesforce Service Cloud, ServiceNow, SpiceCSM, SugarCRM, Velocify, Zendesk Suite, Zoho CRM, Zoom Phone
Q. What level of support does Five9 offer?
Five9 offers the following support options:
Email/Help Desk, Knowledge Base, Phone Support, 24/7 (Live rep), Chat
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