Five9

Pros

I like multiple inter-connected functions bundled together within the CCaaS Five9 platform including call center UI/UX, call routing, recording, logging and analytics

Cons

It is on the costly side and took some time to implement, the setup configuration guides could be a bit more intuitive

Pros

Five9 was hands-on during the setup. Their promises stated that Five9 had everything that we needed.

Cons

What we received is not what we were promised. Limited integration with Salesforce. Support quality is hit or miss.

Pros

1. Easy to integrate with any ticketing tool. It is added as a plugin and is easy to use and manage.
2. You can setup from station based on Gateway or any id that you configured.
3. Proper reporting of incoming and outbound calls.

Cons

1. Automatic logout from the machines if you are not there for even 5 minutes.
2. Voice quality is not that much clear and good.
3. Very slow and time taking to start in the day.

Pros

Easy to use interface. Was able to utilize it in a lot of companies I had worked for.

Cons

No cons per se. I did not notice any issues or bugs.

Pros

1. Very reliable software to use.
2. Very clear with the profile options to put as active and inactive.
3. No lag or issues came in between the discussions.
4. Voice mail by customers, messages are all just great features to deal.

Cons

1. Issues come with deployment and number of errors.
2, There is no notification or option to receive the call, it directly auto receives the call, and the customer starts saying hello.
3. Difficulty in understanding the call history records.

Pros

I liked the way it worked and when opened the functions it provided

Cons

Five9 was the most difficult program I have ever had to install on my desk top . And then when I closed for the night it took a mountain moved to open it up daily

Pros

1. Integeration is easy and convinient of Five9.
2. Customer support team is really helpful and provides timely resolutions.
3. Helps to grab real time records to see calls and chats.

Cons

1. Laggy in performance.
2. There is no information whenever a call recieved it is automatically started and ended.
3. Sometimes we saw gaps in records data as well.

Pros

So I like how simple the platform is overall. It’s not complicated at all, which is ideal for business applications.

Cons

Now, I believe it has a few issues that, if resolved, would be fantastic.

Just to mention one or two, you can be in a call and get kicked out for no reason. Also, even after months of use, when you try to access it, it says it needs to be downloaded again. It also freezes during calls, which makes it a little difficult to deal with.

Pros

Not much, they were great when they started but seem to have fallen behind

Cons

See above answer, too many bells and whistles that did not work properly

Pros

I like that's easy to use and integrated with a custom-built ERP, you can use webhooks, and integrated links to interact with the platform.

Cons

It's too basic, and the algorithm for the distribution of calls is very flawed. You don't have a smart, context-aware algorithm

Pros

It has sophisticated routing and queueing capabilities and it has real time monitoring features. The API of Five9 integrates the CRM into the businesses systems.

Cons

The systems with integrated API require a lot of maintenance, because of the newer versions.

Pros

It is very easy to use in comparison to other similar products.

Cons

There are too many packages to choose from in terms of what you get out of it. They should condense it.

Pros

Easy to transfer calls and check recordings.

Cons

Customer information record in five9 are not accurate

Pros

Voicecall plays a vital role in our job since this is where our operations revolve and how we resolve our customer's concern. I could definitely say that Five 9 is an effective softphone where calls are effectively monitored and delivered to us. There are also seldom reports of tool problem when it comes to this platform, it's performance is deliberate and helpful in making sure our workflow is smooth.

Cons

One enhancement that can certainly be helpful to users and management is if the tabs used are smaller and if the call history can be overviewed through hovering through the icons. Without having to leave your current call. This way you may check on other variables from five 9 even though the softphone is minimized.

Pros

User-friendly platformEasy to log in and get used to it.Great connection and stable call flow.Easy to keep track of time worked.

Cons

It sometimes went down or blocked our accounts when login in and failed 2 times.We had to submit tickets to get our accounts unlocked which was incredibly fast.

Pros

I liked having all the information avaliable to you right there for each client

Cons

At first before auto dialing was set up at had to call each lead individually

Pros

It's easy to use and accessible as long as internet is available. Supervisor views are customizable to fit preference and requirements. Agent applet/softphone app is very user-friendly. It is not intimidating because it looks simple yet professional.

Cons

Reporting is a pain. It does not show the numbers that will make sense in a BPO setting. Java based application for Supervisor is also excruciating especially if Java version in the PC is not compatible. Good thing agent applet has web-based option now.

Pros

smooth interface, works great in firefox, edge and chrome

Cons

would like to see a mobile app for five9

Pros

There are a lot of things we like about Five9. The service and customer support is very good. They are timely and everyone we have worked with is very knowledgeable. The system itself is very user-friendly. Since you are so involved in setting the system up you quickly become familiar with how to work with it and how things actually work.

Cons

Initially I had concerns about the pricing with Five9's product compared to several other companies. I actually hired 3 different companies and ended the relationships with 2 before even getting them implemented. The customer service and setup of their systems was a nightmare. One took over 2 months to even get setup and after that several things we were promised didn't work. The 3rd company we used for about 6 months and had issue after issue and promise after promise not met. I came back to Five9 as it is worth the investment for my company.

Pros

What I like most about five9 is its reliability. I don't have to worry about its software glitching or failing on me. I love how easy it is and it allows you to set call backs.

Cons

I can't think about any con's with using this software. I have zero complaints. I reccomend using this software to anyone.

Pros

Easy of use and deployment with cloud contact center platform. Specialized in dialer and outbound functionality

Cons

Advance technology on analytics and AI related needs to be included

Pros

We run a small call center for our clinics, all of our patient calls are routed to our call center. Five9 is our call center software and we love it. Five9 is so easy to use, our team learned the system in under an hour. The reports available in the system have helped us track our progress. The statistic reports have been instrumental in our goal planing process.

Cons

When we need customer service we often have to leave voice mails and wait for a call back. I would really help if we could get a live person right away when needed.

Pros

What I like most is that integration to speak to customer and third party seller on a given interaction.

Cons

I feel like your software is missing a performance report.
We notice there was an issue with audio on majority of our interactions.

Pros

This is the software I use to do my job daily. I've used it for over 3 years now and it is exceptional. It hasn't lead me wrong at all and even at times I have a slight issue, the tech support is superb and very helpful, patient and kind. I wouldn't be able to do my job and keep my job if this wasn't such a great software program.

Cons

Only thing i can say I dislike about it would be not being able to enlarge font during chat usage, but it's such a minor thing that I don't even notice and someday it will probably be changed as well.

Pros

works as a dialer should. easy visibility to what the Agent is currently doing or has done throughout the day. easily customizable (Supervisor screen). Tons of reports available without having to customize. Able to customize the Agents screens with fields available. Very little downtime or issues & have the ability to activate GR fairly quickly. always are aware of any maintenance & downtime expected (a couple of weeks notice normally)

Cons

sometimes following up on open tickets take longer than it should. Accessing an Engineer is not always easy. Limited to customize some screens. If there are issues, difficult to find out as not very forthcoming of information