Five9 Review

Five9
Product:
Vendor:
Founded:
Headquarters:
Five9
Five9
2001
San Ramon, CA
Ownership:
Customers:
Deployment Model:
Free Trial:
Public
2,000+
Cloud
No

Five9 At A Glance

Good: Gamification feature to motivate agents, robust omnichannel capabilities, integration with most CRM software.
Bad: Not always user friendly, initial learning curve.
Bottom Line: Contact center solution that empowers agents to provide exceptional customer service from anywhere.

Product Overview

Five9 is a cloud-based contact center software that helps businesses promote timely and efficient customer service. It offers a blended solution for companies with both inbound and outbound contact centers, so agents won’t need to shift between inbound and outbound call queues. Five9 also has omnichannel capability, allowing agents to communicate with customers in any channel.

The software has numerous benefits, such as:

  • All-inclusive features
  • Ability for agents to work from anywhere
  • Scalable and customizable capabilities to fit a business’s unique needs
  • Integration with most customer relationship management (CRM) software and unified communication (UC) solutions
  • Shorter implementation timeline than on-premise systems (deployed in weeks rather than months)

Features

Here are some of the key features of Five9.

Inbound – Supervisors can design the Engagement Workflow, a self-service and routing tool that sends omnichannel contacts to a specific agent. The workflow can be customized to give customers self-service capabilities (e.g., paying a bill over the phone) as a first resort before transferring them to an agent. The self-service instructions can be delivered by a voice-enabled or touch-tone Interactive Voice Response (IVR). Five9 has computer telephony integration (CTI), so when an agent gets a call, the customer’s information is displayed via a pop-up screen. The information contains relevant context that helps the agent provide a more personalized experience to the customer.

In addition, there’s a scripting tool with a drag-and-drop designer, and supervisors can edit the script. They can also set routing strategies by skills, priority or time of day, and they can route contacts made outside of business hours to a general voicemail/email address.

Outbound – Five9 has customizable dialing modes that use an advanced dialer algorithm to predict an agent’s availability, screen out unanswered calls and leave voicemails. This feature helps agents efficiently reach a live person. The dialing modes are: predictive, power, progressive and preview. Other outbound features include campaign management, web callback, local caller ID and call recording.

Omnichannel – In addition to phone calls, agents can communicate with customers via email, live chat, social media or video without having to individually use each channel. The software can intelligently route emails to the appropriate agent, and agents can track each email from submission to resolution. Five9 also has several chat features, including the ability to engage in multiple sessions, record transcripts and transfer chats. Supervisors can monitor real-time chats, provide feedback to agents and create a FAQ section that stores common questions.

Workforce management/optimization – The software has several features to help supervisors manage their contact center effectively. The forecasting feature allows supervisors to identify trends in their contact center and predict staffing requirements based on those trends. They can create shift schedules based on their agents’ skills, availability and more. Supervisors can assess each agent’s performance with quality management features like call recording and screen recording. There’s also a gamification feature that lets agents engage in competitions to earn badges or other rewards that can be redeemed for prizes.

Reporting and analytics – Each user has access to a role-based performance dashboard that displays relevant metrics from CRM software and other systems. Users can view both real-time and historical data, and Five9 provides customizable reporting templates. Supervisors can use the Supervisor Plus module to monitor real-time omnichannel statistics and correct any issues quickly.

Target Market

Five9 targets contact centers of all size in various industries, such as health care, education, finance, technology and retail. We’ve listed 10 of its clients below.

  • Carfax
  • DHL
  • DoorDash
  • Estee Lauder
  • Expedia
  • Fitbit
  • lululemon
  • Omaha Steaks
  • Siemens
  • Teladoc

Implementation/Integration

New clients work with a dedicated Implementation Manager who will create a deployment plan based on the organization’s needs and requirements. Each implementation plan can vary by client, but typical processes include solution configuration and testing. The Five9 University training program offers instructor-led and live training on the software’s features and best practices. In addition, the vendor’s Professional Services team provides after-implementation services like integrating additional business applications, optimizing contact center operations and configuring business reports.

The software has prebuilt integration to many CRM systems, such as Salesforce, Oracle Service Cloud, SugarCRM, Zoho and more.

Customer Service & Support

Users can access the customer support portal to browse the knowledge base and create an online ticket, and they can contact support by phone or email. Five9 offers an optional Premium Support plan that includes a dedicated Customer Support Manager, a Technical Account Manager, personalized preview of and training on new releases, project management, priority support and more.

Pricing

Five9 offers monthly and annual subscription plans that are based a on per-user strategy. The pricing is not publicly available, so please contact the vendor directly for a quote.

Shortcomings

Some users have mentioned that Five9 isn’t always user friendly (e.g., glitches with the dialing system, pulling reports can be tedious). Also, much like other call center software, there’s an initial learning curve.

Screenshots

Five9 Screenshot 1
Five9 Screenshot 2
Five9 Screenshot 3

About

Five9’s mission is to help organizations create powerful connections with their customers. It was founded in 2001 to provide a virtual contact center solution as an alternative to on-premise software. The company has reached various milestones over the years, such as offering advanced features and experiencing significant growth in revenue and customers. It also has received numerous accolades from esteemed organizations, including Gartner, Frost & Sullivan and Deloitte.

Five9 serves over 2,000 clients worldwide and facilitates over three billion customer interactions annually. It’s headquartered in San Ramon, CA and has offices in Canada, Russia, the U.K. and Latin America.

Send feedback or corrections to feedback@betterbuys.com.

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