Five9 Review - why 4.2 stars?
Compare PricingITQlick Score: | 88/100 |
---|---|
ITQlick Rating: |
|
Pricing: | 6/10 - average cost |
Category: | Call Center -> Five9 review |
Ranking: | Ranked 9 out of 240 Call Center systems |
Company: | Five9 |
Pricing: | starts at $149 per month |
Typical customers: | Small, medium and large size businesses |
Platforms: | Cloud |
Links: | Five9 pricing, Five9 alternatives |
We publish unbiased reviews. Our opinions are our own and are not influenced by payments from advertisers. This content is reader-supported, which means if you leave your details with us we may earn a commission. Learn why ITQlick is free .
Table of Contents
What is Five9?
Five9 software is a comprehensive cloud-hosted contact center solution designed to serve inbound, outbound, omnichannel, or blended contact centers globally. The software uses the power of practical AI to enables agents customer service through email, phone, mobile, chat, and social media among other channels.Five9 Virtual call center offers various features which include blended call center, call logging, call recording, call scripting, campaign management, escalation management, and more. The five9 call center is a product of Five9 Company founded in 2001 in the United States.
The software is a complete solution for business communication needs offering omnichannel management applications like reporting, workforce management, recording, quality monitoring, and more. It features Smart Dialers which gives agents ample time with prospects and Intelligent Routing which ensures that calls are received by the right agent.
Who is it best for?
Five9 is ideal for small to large businesses that handle customer service (particularly outsourcers or BPOs), sales and marketing, finance and collections. Although initially designed to support small and medium business and nonprofit organizations, it has gradually became the choice of midsized and big enterprises around the world. Five9 currently serves 15,000 customers worldwide including eBay, Expedia and Vonage.Main features and functionalities
Five9 offers its users three main benefits: first, its advanced technology that supports inbound, outbound, or truly blended operations, pre-packaged integrations with other CRM solutions, and open web services and API. With Five9 your business can focus on strategies rather than the infrastructure. It can be easily configured in only one hour and deployed within a couple of days. The second benefit is agent productivity. With Five9, your agents can focus more attention on customers by handling inbound calls during peak periods, and automatically receiving connected outbound calls when the inbound calls experience traffics. The third benefit is the flexibility offered by cloud-based technology that saves IT resources and other activities because there is no hardware or software deployment on premise. Five9 grows with you and you pay as you go. If you are currently using on-premise technology, it provides the needed IVR or ACD predictive and power dialing, reporting, workforce optimization and telephony from AT&T and Verizon carriers.What is the actual cost?
Five9 Virtual Call Center offers four license pricing options; Core, Premium, Optimum, and Ultimate.- Core starts at $149 per month
- Premium starts at $169 per month
- Optimum starts at $199 per month
- Ultimate starts at $229 per month
Optimum comes with all capabilities of the Premium Bundle plus full WFO capabilities, workforce management, agent performance, etc. Ultimate comes with all capabilities of the Optimum Bundle plus Analytics & Workflow Automation Tools & Apps, Automated Repetitive Agent Tasks & Complex Workflows, etc.
ITQlick pricing score is 6 out of 10 (10 is most expensive). Access ITQlick pricing guide for Five9. You can also find here pricing information from Five9's website.
Pros
- Five9 is cloud-based, thus requiring less IT resources compared with on-premise deployment that requires hardware
- Five9 is easy to use and allows users to set callbacks
- Users can take calls and route them efficiently
- The software provides a robust integration with ZenDesk
- Social media tools and mobile support as provided by SoCoCare
Cons
- Five9 currently only supports English
- Users complain that the software uses mechanics that are difficult to understand
- If you want to learn about pricing, or watch demos and other videos, you are required to first register
- It also does not have conference bridge feature that competitor 8X8 offers.
- Five9 does not offer unlimited extensions which competitor Grasshopper has.
How it stacks up?
Access a head to head analysis of Five9 vs alternative software solutions.Frequently Asked Questions (FAQs)
Is Five9 right for you or your business?
Five9 Virtual Call Center is an excellent choice for call center agents looking for an artificial intelligence-powered contact center and call center solution. The platform targets Healthcare, Financial Services, Retail, Education, Sales & Telemarketing, Customer Services, and Outsourcing.List of categories
List of features
Auditor - Shlomi Lavi
Shlomi Lavi is an entrepreneur and founder of ITQlick.com. He holds a Bachelor of Science (B.Sc.) in Information Systems Engineering from Ben Gurion University in Israel. Shlomi brings 17 years of global IT and IS management experience as a consultant and implementation expert for small, medium and large-sized (global) companies. Shlomi’s goal is to share the best knowledge and news about information systems so you can make smarter buying decisions for your business.