Five9 Review

Worst customer service ever! They will lie to you and tell you they can do stuff that they can't just to get your money, then have you wait for weeks saying they are working on it only to come back and say it's extra $$ and all the CSR Reps are in the philippines. It'd be nice to train and hire Americans exp when your company in based in America.

Use Dolphin Pro much better call center and way better customer service and they are the CSRs are in USA

We have had Five9 for the last couple of years for our technical support team, warranty and inside sales teams. It's been a great tool for our teams and I find the IVR management very intuitive and easy to work with. Customer Support is awesome - patient and informative team of support reps. Agree with other reviewer about reports....a little complex but once you start working with it for a bit, you get used to it. I wish it was simpler to use otherwise great tool.

Other than modernizing their interface I wouldn't want to change a thing. We have been with them for 7 years now and I can't tell you how amazing their support is. They are attentive, professional, and never drop the ball. Pit bulls when it comes to getting the solutions you need. Some things like instant messaging are not a major concern, but really could use a facelift to become as useful as most modern instant messengers.

The best company to work for ever! They actually care about their employees.

I Have been working with Five 9 for about 2 years and I have never had a disappointing moment with them . The support and service is very quick . The service they provide has made our company grow significantly . I would recommend Five 9 to any company looking for growth.

Great company! The customer service is amazing - very helpful and friendly staff. Software is easy to use and very user friendly. I would highly recommend five9!

I've been using Five9 for 4 years now and am extremely happy with the cloud dialer.

Love it!

Pricey, but worth it. There is a direct correlation between our sales rising and Five9 being implemented. The system is so extensive and is way more than the average Joe would need. However, if you care about analytics, predictive dialing, and an on-board CRM you will not find anything better (I've used 4 other dialers)

At first glance a great solution. We were assured the system integrated with our CRM, Zoho seamlessly. Several attempts and many many hours of phone calls and it turns out the system did not integrate as well as promised...which is absolutely OK under many circumstances! The issue is they will not refund your money. I would have given their system another opportunity at a later date, but the cards were shown and they did not do the right thing.

Conference calls disconnect everyone on the call after 45 minutes on a paid subscription. Not only have I been paying for months for a subscription to the conference call software but I have also been trying to get support to help resolve the issue. Support sends me to sales, sales sends me to support and vice versa. Finally, support states they will look into it offline, after hours on the phone, come to find out after they hung up they closed my support ticket as resolved, with no resolution. Terrible company, terrible product, and terrible service and support.

I would not recommend them as a company or the software itself. They were billing our agreed upon rate, then we reduced our 'package', and afterwards they started billing us hundreds of dollars for 'sales tax'. When I explained that they should not be charging sales tax to a Canadian company, considering they are US based, all they had to say was "we have been advised by KPMG to charge this tax." I then asked if they were a Canadian company, which they replied "No, we are a US based company."

The software itself is hard to use, takes hours upon hours of training to get set up (which by the way they bill you from day 1 even though you're not utilizing the software). There is a lot better software out there, such as HTML5 based software.

Also, as another reviewer stated, they claim that they can do all of these great things with the software and how easy it is to use/manage, and all of the integration that can be done. The software is out of date and I would do your homework before signing up with five9.

We have been using FIVE9 in our Contact Centre almost two years now, and the guys have been responsive to us, cooperative and they understood our needs when challenges occurred. They have shown great progress in developing user experience and are continuously working on upgrading their system.

Five9 delivers features and functionally that many other companies do not. However, the system is outdated and does require someone very technical to manage. I have no idea why others are saying the Tech Support is good, because in the years we've been calling in to the hotline for support has always been frustrating. No matter how simple the issue, you should always expect an hour on the phone even if you've performed all the troubleshooting yourself. The new Web version did not seem to be fully tested before rolling out, and then they wanted to bill us for testing for them. As stated before, there are integrations and features that other companies can not provide, although there are many features that other companies do provide and they don't. Needs better reporting, ability for users to know auto dialing is happening (perhaps a queue), and overall ease of setup.

Five9 customer service ROCKS - anytime you call they will take the necessary time needed to work on ANY issue with you and do a screen-share if needed. Really happy with their service.

I have worked with many ACD systems throughout my career and I can say that Five9 is one of my favorites so far. We can easily setup API's with our internal systems to make the agent transitions seamless. Admin interface is smooth and easy to navigate. Since Five9 is cloud based I can also troubleshoot any issues with agents from any computer and not have to be on my company domain. Great service and we love our Technical Account Manager, he has a plethora of knowledge both as a technical resource and as a former customer.

We have used Five9 for our contact center for about 2 years now and have great experiences with them. The reporting, although a bit complicated to set up, has great features and ability to find what you need quickly, once you have what you need set up. We have always appreciated the 24/7 Customer Support and the ability to assist us with lots of other things!

A great solution for managing calls to your call center. A great solution to mix in office and out of the office employees.

We've recently moved to Five9 from a on-premise telephony solution & everything has been rock solid. Voice quality is A+. The platform is very simple to manage and is rich in features & functionality. We're looking forward to further integrating the platform into our business.

Five9 has given us the ability to transform our business from a small struggling construction company to a thriving business. The pros at Five9 got us set up quickly and training our agents was easy. Our Implementation specialist, Arjay was great and our account manager Jasmin is terrific. Highly recommend five9!

Five9 has been great to work with. Software is useful and easy to learn. The account managers have all been helpful and kind. I can not recommend Five9 more.

Have only been a user of Five 9 for a short period of time but the customer support is outstanding.

Great platform to use for internal and external teams. Nothing but great things to say about their support teams. No VPN needed and very easy to setup.

Five9 has been a great partner since implementation in March of 2015. Five9 services played a significant role in helping our organization achieve back-to-back record years. Five9 support is responsive and easy to work with. Based on my experience Five9 is best call center platform out there.

Used Five9 for a little over 3 years. Five9 has robust and customizable reporting, a simple agent interface. no expensive equipment required, very supportive and available Customer Service. Their Customer Service Technical Support Team is so responsive no matter the time of day or night. Thank you

Five9 is a great product and has great customer support. With Five9 we are able to make our call agents much more effective. Anytime we need assistance, the support team is always very prompt and helpful. Thanks Five9!

It was very easy to set up. Their customer service and follow up is great. The product is robust but easily configurable for our needs.

Five9 ripped me off. A salesman by the name of Mark Braga assured me that their system was compatible with ours. We waited weeks after prepaying just for the information needed to configure the two systems. This information was supposed to be available within 1-2 business days. In fact, the tech department wasn't even aware of what the system was or what to do. I asked around and was told by others in the business that, other than the wonderful Filipino customer service representatives, Five9 was not friendly to deal with. When I asked for a form of refund, Five9 refused to even respond to me. They kept the $2,000 we paid them and never delivered the service they promised. When I sought resolution through the BBB, Five9 denied everything and spun a story in response.

I would stay clear of Five9. I came to them as a friendly and honest client. They broke the law, lying to me to get me to pay for a service they could not provide. Terrible attitude towards their clients. At least call us back to investigate and "attempt" to resolve the situation. Crooks.

This company will email SPAM you as if you requested data from them Shady. I would avoid.

We have been using Five9 for almost five (5) years now. We are very pleased with the product as well as the support. We have seen an improvement in the caliber of the Technical Account Managers (TAMs) some of whom were previous Five9 users/administrators. Their responsiveness to issues is great. The support is not just phone but also WebEx screenshare which helps with troubleshooting. There are a tremendous amount of customizable reports. We highly recommend this product.

Five9 Products are Great. We use them for a Cloud based IVR and switched from on premise Cisco many years back. It is nice to have frequent updates and a vendor that manages all of the hardware. Customer service has been great! I highly recommend them if you need an IVR system and they integrate with SFDC too.

We have had Five9 for many years now- their support is top notch, available to assist any time you need them, They have been known to "nickel and dime" with respect to add-ons which can be a turn off but generally we are satisfied with the product.

We have been using Five9 for about 15 months. We a medium size call center. Great software, great customer service. Easily customize-able and api makes it easy to integrate with other services.

We have been with Five9 for more than 4 years and their customer service is great! You don't have to wait in a queue to get to their tech support, and they want to help you. The administrative tasks are fairly easy to pick up, and if you're not sure on how to set things up, they will help you. We mostly use Five9 for inbound calls, and it has been great so far.

Have had a great experience using Five9. Implementation team has been great.

Five9 allowed me to create a centralized call center with 50 agents and 14 local smaller call centers at each of my local offices. Their out of the box product suite was exceptional. I was able to seamlessly blend inbound and outbound predictive dialing with relative ease. We were also able to integrate the software to our custom built CRM system to track call dispositions and make intelligent calling plans. The extended dialing strategy when used with ASAP dialing was a huge win for our conversion ratios. I would absolutely recommend Five9 to anyone with a large or medium sized call center.

Used Five9 for almost 4 years, from 1 agent, to 250+. Five9 has robust and customizable reporting, a simple agent interface, no expensive software or equipment required, very supportive and available customer service. It's quickly scaleable and great for small, medium, and large call centers.

We have been using Five9 for a few years now and it is still doing exactly what we want it to do. Isn't the most attractive looking application but if speed of contact is important in your business, Five9 will exceed your expectations. Technical support is reasonable and customer service is great.

We have been with this company for over 10 years. The service is very simple to administer and highly reliable. In our environment we do not utilize 10% of the functionality the software is capable of, but it does what we need very well.

One of my associates asked me why we were still using Five9 at our facility when the rest of our network of sites uses another solution. My answer was

1. Five9 works on our existing infrastructure (headset mic plugged into your computer and you are good to go).
2. Cost for the service is below the alternatives.
3. Performance and stability are exemplary.
4. If it ain't broke, don't fix it.