Five9 Reviews & Pricing

by Five9 | 2001, San Ramon, CA

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Overview Pricing Benefits Reviews Features

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What is Five9?

Industry Specialties: Serves all industries

Five9 is a cloud contact center solution to facilitate customer engagement globally. It helps enhance agent and supervisor productivity, increase revenue, and improve the customer experience. Along with simplifying the complexities of a contact center, it also reduces the cost of on-premises maintenance.

Other offerings include historical dashboards, agent scripting, web callback, speech-enabled IVR, pre-built CRM integrations and more.

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COMPANY SIZE

DEPLOYMENT

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User Sentiment

Based on 615 reviews:

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Product Screenshots and Videos

Five9 Pricing

Based on our most recent analysis, Five9 pricing starts at $100 (Per User, Monthly).

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Starting From: $100
Pricing Model: Per User, Monthly
Free Trial: No

Training Resources

Five9 is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for Five9:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

Five9 Benefits and Insights

Why use Five9?

Key differentiators & advantages of Five9

Reliable, Secure and Scalable: Deploy new services while future-proofing business with emerging technologies such as AI. Get access to the latest capabilities through non-disruptive, no-touch and real-time upgrades.
Customer-First Approach: Focus on the technology’s usability at every point of relationship with customers with a high-touch approach leading to improved contact center results.
Extraordinary Customer Experiences: Deliver world-class customer service via routing capability. Route calls to the most appropriate agent at the right time. Put the customer’s information on the agent's desk automatically and help them resolve issues quickly.
Better Connectivity: Take advantage of pre-built integrations with CRM solutions such as Salesforce, Microsoft, Oracle, Zendesk, Velocity and NetSuite. Access a rich and extensive framework of reference UIs, REST APIs and other tools to build solutions to power experiences and results in custom environments.
Customer Engagement: Use multi-channel management applications such as recording, historical and real-time reporting, workforce management (WFM), CRM integrations and quality monitoring. Ensure that every customer is directed to the right resource at the right time with intelligent routing.

Industry Expertise

It caters to all industries, including manufacturing, pharmaceuticals and biotech, medical and diagnostics, food and beverages, electronics, automotive, aerospace and defense industries.

Five9 Reviews

Average customer reviews & user sentiment summary for Five9:

615 reviews

81%

of users would recommend this product

Synopsis of User Ratings and Reviews

Based on an aggregate of Five9 reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

Easy to Use: According to 81% of users, the system is straightforward with robust and automated functionalities that make even complex tasks seamless.
Automation: The solution offers various automation features to improve teamwork workflows, according to 100% of reviewers.
Remote Access: Almost 100% of clients were delighted with the remote access capabilities of the solution.
Customer Support: According to 75% of customers, the solution offers proactive customer service.
User Interface: Approximately 60% of reviewers said the product offers an intuitive user interface managing complex applications effectively in a few clicks.

Cons

Deployment: According to 60% of users, product implementation is lengthy and time-consuming with too many steps.
Reporting: Reporting isn't easy to figure out without getting customer support, according to 67% of customers.
Call Features: Approximately 67% of reviewers weren’t satisfied with capabilities such as call transfer, call hold, caller ID and more. They said they didn’t run well and stopped working between the calls.
Salesforce Integrations: According to 60% of the clients, SalesForce integration is fundamental and does not get regular updates from the backend.

Researcher's Summary:

The product offers a seamless customer service experience with prompt query and issue resolution. Support people are always willing to help and solve complex and lengthy issues with total productivity and efficiency. With the ongoing pandemic, businesses can let their employees work from home with the same productivity and little or no extra effort. However, the implementation process is cumbersome and takes a long time or users run into issues during deployment. Some features such as call hold, caller ID, call transfer and others aren’t up to the mark and hinder the calling process significantly. Overall, the product is an ideal choice for small and medium businesses. But be sure to demo extensively before buying!

Key Features

Core Cloud:
- Global Voice: Deliver world-class customer experiences from anywhere in the world with Omnichannel routing, robust outbound dialer and Intelligent Virtual Assistant (IVA).
- Agent Desktop Plus: Empower sales representatives to deliver a more authentic and human experience with a single intuitive desktop and extendable toolkit regardless of the environment . Provide an extensive framework of reference UIs and REST APIs.
- Supervisor Desktop Plus: Deliver training and skills to agents by actively monitoring metrics such as the number of calls in queues, campaign status, wait times, current agent state and more. Listen and silently coach employees during live calls and intervene if needed.
- Engagement Workflows: Manage customer experiences by routing calls to the right agent and serving them through the communication channel of customer preference.
- CRM Integrations: Get access to pre-built adapters for ServiceNow, Salesforce, Oracle, Microsoft and Zendesk to provide a single platform for organizations to manage and capture customer interactions.
- UC Integrations: Increase the chances of resolution in the first call through a consolidated directory where agents can view details of all subject matter experts and route the customer to the right person. Transfer calls that need contact center attention to the right group of agents. Send calls to UC users without any additional toll charges.
- APIs and SDKs: Allow customized and advanced integrations between the product and an organization’s proprietary applications through Cloud APIs. Use enterprise software with minimal coding, making configuration easy, implementing a breeze and immediate data access.
AI and Automation:
- Artificial Intelligence: Deliver tangible business outcomes built from scratch so agents can continuously learn and improve so the organization’s AI can manage changes as the company deploys it more broadly.
- Intelligent Virtual Agent: Handle repetitive queries via intelligent bots so that agents can invest more time on complex matters and respond to customer queries faster.
- Agent Assist: Get access to call summaries and transcripts automatically to reduce after-call work. Explore coaching and knowledge base articles to offer a more personalized experience to customers while reducing call handle times.
- Workflow Automation: Connect the company’s Intelligent Cloud Contact Center with other systems to deliver excellent customer experiences by providing a detailed view of performance and data, aggregating information and automating cross-platform and sophisticated workflows.
- Reporting and Analytics: Get an accurate and complete picture of agent’s and contact center performance through custom reports, standard reports and real-time reports. Gain actionable insights and achieve strategic and operational goals.
Employee Engagement:
- Workflow Optimization: Improve agent performance, customer satisfaction rates and workflow efficiency through real-time adherence, multi-channel evaluations, real-time desktop assistance and monitoring, automated scoring and evaluation, accurate multi-channel and multi-skill schedules and forecasts and intraday management.
- Workforce Management: Improve team workflows and agent productivity by tracking schedule adherence and motivating employees to stay focused. Align staffing plans with events and implement changes if adjustments are required. Extend agent self-service and contact center support features to mobile devices so they can connect with customers regardless of location.
- Quality Management: Deliver exceptional customer experience and help agents maintain quality through recording, monitoring, evaluation, coaching and calibration.
- Interactive Analysis: Deliver exceptional customer experiences with AI-driven analytics across text and voice interactions and target essential business outcomes such as customer retention and first contact resolution for improvement. Get quick answers to the most important questions with ad hoc analytics track trends, and analyze what triggers them.
- Gamification: Optimize call center operations by creating games that motivate agents. Reinforce agent behavior and encourage them with rewards and recognition to build positive habits.
Customer Engagement: Increase the chances of customer retention by delivering world-class support across all channels, including SMS, calls, messages, email, mobile, social media and video. Learn more about customers, purchase history and preferences during the call through automatic screen pop-ups to target them correctly.

Limitations

At the time of this review, these are the limitations according to user feedback:

Time-consuming deployment.
Delays connecting agents to customers.
Strenuous reporting.
Connection issues.

Suite Support

Email: [email protected].

Phone: +1 (800) 553-8159, agents available 24/7.

Training: Learn more about the product and its capabilities via datasheets, the resource library, case studies and FAQs. Engage in online training, instructor-led courses, webinars and customized training to become an expert in the product.

Tickets: Not available.