Five9 Reviews & Product Details

Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

It has a very attractive and easy-to-use interface, which has allowed me to use the system quite fluently at all times, the fact that it allows me to maintain communications with my clients either by chat or by audio is a great point that they have in their favor, not to mention that their customer service team is quite quick when it comes to resolving any questions or concerns, the reports it shows from my point of view are quite complete, which allows me to have a much more insight full of the reality of my company allowing me to make decisions in a much more objective way. Review collected by and hosted on G2.com.

What do you dislike?

I haven't gotten any for you, it's just great Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

It has been of great help to me to improve all the customer service processes via telephone, since its platform is robust enough to allow me to channel all these cases in a much more fluid and orderly way. Review collected by and hosted on G2.com.

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Five9 Overview

What is Five9?

Five9 is a leading provider of cloud contact center software, bringing the power of the cloud to more than 2,000 customers worldwide and facilitating more than five billion call minutes annually. Since 2001, Five9 has led the cloud revolution in contact centers, delivering software to help organizations of every size transition from premise-based software to the cloud. For more information visit www.five9.com.

Five9 Details
Website
Discussions
Five9 Community
Languages Supported
German, English, French, Polish, Portuguese, Spanish
Product Description

Five9 is the leading global provider of on-demand call center software for telesales, telemarketing, customer service, help desks and order processing.

How do you position yourself against your competitors?

Five9 has over a decade of dedicated focus – 100% on cloud contact center software. Positioned highest in ability to execute in the Leaders quadrant of the Gartner Contact Center as a Service Magic Quadrant, Five9 has become the solution of choice for enterprise contact centers that need a solution that is reliable, secure, and scalable.


Seller Details
Seller
Five9
Ownership
NASDAQ:FIVN
Company Website
Phone
1-800-553-8159
Year Founded
2001
HQ Location
San Ramon, CA
Total Revenue (USD mm)
$328
Twitter
@Five9
12,284 Twitter followers
LinkedIn® Page
www.linkedin.com
1,351 employees on LinkedIn®

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Five9 Reviews

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Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
UA
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

It is simple and easy to use, from installation to the interface we really like this system over the previous one we had in our company. We transitioned from Cisco to this platform and the training and support from the Five9 team was unmatched! They were extremely helpful in assisting us with building custom reports and the online resources available for training for the employees was perfect to allow them to be self sufficient in learning the tool. Review collected by and hosted on G2.com.

What do you dislike?

There are a few downsides, but I believe this is more because we are still learning the tool. Comparing this system to Cisco there are definitely a lot of similarities, but in Cisco it stood out more when an employee was kicked out of the system. Reporting is a bit hard to build out, but again we are still learning and there are webinars Five9 offers on this and I plan to attend one to learn more how to customize reports for our accounts needs. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We use Five9 to monitor and manager our call center calls and for client reporting. We really like how easy it is to use, very user friendly and intuitive interface. The online resources for self managing the tool are amazing, I have never seen such an organized and easy resource with any system we have had before. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

As a global organization with agents working all around the globe, great support is a must. Five9 provides the required support around the clock. Additionally, we haven't experienced any downtime when Five9 does system maintenance/updates. Moving to a cloud based solution was one of the best decisions our organization did. The Five9 platform allows our agents to work remotely and the transition from office to home was seamless to our customers. The Five9 tool is easy to use and provides many features that we did not have access to in our former contact center solution.

After implementation, we are pleased that the level of service that we receive from our account managers and technical resources has remained consistent. Review collected by and hosted on G2.com.

What do you dislike?

Waiting for R12 to address double byte character limitations within the email service has not been fun. We have a manual work around process to address this deficit, but thankfully, once we receive the R12 release, our email queues that support languages that have double byte characters will be able to be added to the Five9 platform and will no longer require us to manually retrieve those emails. Once we started using the Five9 platform, it was disappointing to find out that that was a system limitation; as a global organization, we respond to customer in multiple languages, so having a solution with the capability to service all of the languages we provide support in, is extremely important. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

If you're looking for a solution that is user friendly and has some nice features, I would consider Five9. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

As previously mentioned, Five9 has a softphone feature which allows our agents to take calls from anywhere; they are not bound to the office to provide phone support. That was a huge issue with our past solution; emergency office closures meant our customer care line was closed. The Five9 solution has remedied that problem. Additionally, the solution has capabilities that helps us to enhance the customer's experience in doing business with our organization. Our first priority was to get out of our previous solution and up and running in the Five9 solution. We were able to do that without an extremely heavy lift, and system performance has been great. Now we are able to start building on the added features that the tool provides. Review collected by and hosted on G2.com.

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Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

The user interface is a huge upgrade from our previous system. The ease of use and training has been amazing, but the monitoring and recording features are really top notch and intuitive. Their customer service has also been great. Review collected by and hosted on G2.com.

What do you dislike?

The back end and admin settings are not as intuitive as the front end user experience. Customizing the controls and experience really require a good deal of expertise with call monitoring software. we do continue to have access issues, but that may be due to our own in-house issues. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Try it. You'll like it. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are coming from a fairly antiquated call monitoring system and needed not only a better user experience but ability for our agents to initiate their own recordings and administrators to easily access and use these recordings. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Five9 provides world class support and is best in class. Very easy to manage IVR's, queues/skills, agent profiles, etc. Five9 is always looking to better themselves, specifically in the area of A.I. I love that they strive to be top in their field and always looking for new ways to improve their system and service. Review collected by and hosted on G2.com.

What do you dislike?

Five9 is always looking for ways to improve and always take my feedback seriously. With that being said, there is nothing I dislike. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

My one recommendation for any new Five9 client is to pay for a technical account manager for at least the first year. Their expertise is invaluable. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

The biggest problem we had internally was the ability to take payments in our IVR with multiple options. The Five9 technical account manager assigned to my account has been top notch in providing a solution for this issue and customized our IVR's to address these concerns. This will enhance our self service abilities resulting in a higher IVR containment rate, thus requiring less agents to handle these call types. Review collected by and hosted on G2.com.

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Director, IT Contact Center Platform
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Five9 has been a great partner for me in both the Verint QM/WFM arena and also in assisting us in evaluating their contact center platform offerings. All of the folks we've dealt with at Five9 have been very knowledgeable and extremely personable, from the top down. I like that Five9 has a good showing within the contact center technology community, with their upper-right quadrant rating with Gartner consistently. Review collected by and hosted on G2.com.

What do you dislike?

I can't say there is anything I dislike about Five9 at this point in our business relationship. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Although we are not current users of their contact center platform, Five9 has been instrumental in helping us manage the Verint products that we have acquired through them. They have also been very patient and responsive in our investigations of their contact center platform offerings, and have introduced us to their actual customers, including a noteworthy tour of one customer's contact center operations. The staff we have worked with are extremely knowledgeable. Review collected by and hosted on G2.com.

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Customer Communications Operations Manager
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Five9 is a blank canvas that lets you create any type of IVR or CCaaS environment imaginable. They have a huge commitment to maintaining industry leading uptimes. Their executives are serious and accountable about making sure users needs are being met and the platform is running as smoothly as advertised. TAM and Account Managers are all friendly and knowledgeable about making sure you are using Five9 in the best possible way for their business. Review collected by and hosted on G2.com.

What do you dislike?

They now offer WebRTC as an option for reps, so they can use the platform without having to download any additional components. This is a quality upgrade, however you have to pay extra for these seats. I wish they were the norm. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Add a TAM to your account. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Our company has a complex setup and our contact center has many different teams servicing many different brands. Five9 makes it easy to juggle multiple IB and OB campaigns across a variety of brands. They have also been a great WFH platform during this pandemic era. Review collected by and hosted on G2.com.

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Sr Manager Sales Operations and Training
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

The tool is easy to learn and stand up, but you have the ability to dive in and really customize it if you want. It is very easy for us to create custom messaging for holidays and closed times, then leverage that on the correct days. Review collected by and hosted on G2.com.

What do you dislike?

I wish the chat platform allowed chats to be received while on a phone call (even though this is admittedly not best practice) Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Take advantage of the premium support. The weekly calls with our technical account manager are fantastic and if you ever have a transition to bring in a new administrator, they take a lot of time off of onboarding. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are able to provide a strong customer experience with audio messaging and minimal hold times. Customers have positive reactions to the tool. We also leverage reports and Supervisor to update coverage on the fly based on hold times and demand. Review collected by and hosted on G2.com.

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AL
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Five9's stability and voice quality is its strong suit. I also know that my job would be a lot harder without my hard working TAM. Review collected by and hosted on G2.com.

What do you dislike?

We are an outbound shop that relies heavily on having real-time SF data to use in our outbound campaigns. They have a great product that allows for this but has some flaws. The answer is on the horizon we just have to be patient. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Great product and take your time with the implementation. I would suggest investing in a TAM they are great. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Ability to have a strong contact center that allows us to be flexible with how we use the platform. It is highly customizable which allows us to change and alter things quickly to adjust to our customer's needs or current situation. Being that its a cloud-based system we were able to quickly adjust to COVID and move our employees to a WFH environment without any heavy lifting - it truly was a seamless transition. Review collected by and hosted on G2.com.

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Workforce Manager
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

At first the support received to implement Five9 at out contact center, they were really helpful. The training material is presented in a clear and objective way. Review collected by and hosted on G2.com.

What do you dislike?

There are a few details that don't work the way i want for my organization, but I was informed I could contact my account manager to make the changes exclusively for our domains, so no complaints. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Issues I previously had, accurate reporting, more reporting KPI's available. Being able to customize reports and the excellent documentation provided with the product has allowed me to do things I couldn't before and that honestly I was not expecting when we decided to switch to Five9. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

The sandbox style design gives us the best flexibility to build our campaigns to work with varied client needs. The extensive list of integrations and API's they offer are essential in growing our footprint in the market with services our competitors can't match with their own technology. The account management and support services have been excellent and provide us the assurance we need to confidently market our services aggressively. Review collected by and hosted on G2.com.

What do you dislike?

One area we would like to see added is a better dynamic way to secure individual inbound lines and more effectively create and integrate marketing database capture into our services. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Put the effort at the outset to become experts in the system Being able to internally manage and use the tools effectively, particularly in terms of the IVR designs and inbound campaign and skills configuration is essential for realizing the full benefit of the system. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are providing a top shelf service with an off the shelf product. This limits our exposure and significantly cuts down on development and system management costs and allows us to pass those savings on to our clients. Other systems we have used haven't come close to providing this level of integration and experience enhancement. Review collected by and hosted on G2.com.

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Sr. Manager - Call Center
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Five9 being cloud hosted, no more worries about on-prem! The application is extremely user friendly and they are constantly innovating! Five9's leadership team has also been very communicative in the event an issue arises or to keep their customers apprised of what the future holds! Five9 has made some great acquisitions that help create a great suite of applications to bundle together. Review collected by and hosted on G2.com.

What do you dislike?

My only biggest complaint is the Java application for the Administrative side. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Explore their additional software offerings! With the recent acquisitions, the Five9 team has made steps in the right direction to bring everything together for a holistic agent, supervisor and admin experience. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are helping customers without experiencing downtime. We've been able to monitor our agents real time more effectively and can help keep the team focused on ensuring we're meeting the KPI's that matter and most importantly solving customer questions! Review collected by and hosted on G2.com.

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Client Support Tier 3
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

I have yet to find a feature of this software that impresses me in any way. I think that as a supervisor I can generate my own reports and view the statuses of agents in the queue. However agents cannot see how else on the team is available making breaks and things of that nature more complicated to organize. Review collected by and hosted on G2.com.

What do you dislike?

This system is ok, there is only a browser application, so if an agent closes the window by mistake they are no longer able to get calls, and they will lose the call they are on. I see prompts for a desktop application, but questions to the five9 team about this are typically redirected or brushed off. Agents cannot see each other's ready status, multiple agents have had connection issues. During a time of a global pandemic the official response from five9 support is that they do not support working from home. I'm sorry but, you can support a corporate network with tons of security but you dont support a fully open home network? This is disappointing to say the least. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Consider something else. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We were forced to switch calling solutions to something that we could use with Zoom. This product helps us answer calls from clients, when it works. The best thing about this product is the ability to record info from within the call screen (although we use a separate ticketing system) and the ability to produce reports of call logs. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Friendly platform, easy way to configure, it is a stable platform with a very good performance, it help us to improve our sales Review collected by and hosted on G2.com.

What do you dislike?

Technical support is slow solving issues, in our life working with F9, we had have some issues but these use to take a lot of time to get solved Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Go for it Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Not any problem solved at the moment, as benefit i can mention that we have a good service for what we are paying for, our sales are improved and it is very easy to learn how to use for new agents Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

The speedy and usually effective customer service is by far the highlight of Five9 Review collected by and hosted on G2.com.

What do you dislike?

There's always some slight issue that's not obvious for new people on our team - it only works on chrome, isn't compatible with some adblockers, sometimes it will stop working if all of your software isn't up to date. And the information about each of these is not clearly defined. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We needed a phone system that integrated tightly with Salesforce and for the most part five9 accomplishes all of our needs. We can provide support faster to customers because of this Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

The customer support is very responsive. It's a cloud based service so no infrastructure setup. Billing is month to month and licensing is per user so we can scale up and down as needed. The product is stable and has excellent reporting and data download features. It was easy to integrate with our CRM. Review collected by and hosted on G2.com.

What do you dislike?

When you cancel a license you have to wait 30 days to realize the savings. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We were manually dialing and now we have utilized both progressive and power dialing which enabled us to reduce staffing by two-thirds. Review collected by and hosted on G2.com.

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LCTCS Student Information Center Supervisor
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Five9 thus far has had AMAZING customer service practices and seems very open and honest. The implementation team and our assigned support team with Five9 has been awesome. I can not speak enough praises about Allen Miller, Fredrick Veloira, Rosana Palco, Jeff Espinas, Pauline VanBackle, Kyle Shandera and Amanda Barrett have been phenomenal and so incredibly helpful! These individuals truly made me glad I chose to go with Five9 and look forward to adding more to the platform and with any additional Five9 services offered. My Five9 implementation team consisted of Rosana and Fred. They have been SO kind, informative and incredibly helpful during this process. I also am in awe of the assistance given by Jeff, my TSM and Pauline, my CSM. Allen and Kyle both assisted me with products, details and answering the hard questions (well, hard in my mind anyway!)

My company moved to Five9 recently, from another CRM platform where we felt lied to and that the service wasn't good enough to keep us. The fact that we moved from a platform with feelings like that to a platform like Five9 has been a breath of fresh air to say the least! The assistance, kindness, knowledge and transparency of their products and billing is beyond impressive. Review collected by and hosted on G2.com.

What do you dislike?

Again, I am new to Five9, but thus far I only have a few dislikes. I will preface this by saying that I have let the team know about these things and I have been told that some of these things are currently being looked into already.

1.) I do not like how the VCC and SCC reporting is separate and can not be shown on the same report. 2.) I do not like how I can access the VCC on my computer, but not my phone. I can however access SCC with both my phone and computer (which is helpful when there is an issue and I do not have my computer). 3.) I wish that the survey tool for SCC (emails and chats) could be shown on a report and attached to the inquiry in which it was taken. This would assist with individual agent customer service satisfaction. It currently only shows results as a "whole" and can not be broken down.4.) I would like to see the chat feature expanded to allow more customization (colors, logos, drop downs etc.) 5.) I would like to see that voicemails be able to be given a disposition. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Do it! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

I currently work at Louisiana Community and Technical College System. We are using Five9 to assist with all inquiries (chat, email and phone) from potential and current students enrolled in Baton Rouge Community College. We are able to use the Five9 and Salesforce platform to assist them with questions, concerns in regards to financial aid and enrollment. We also use the platforms to assist with our Work Ready U program that takes inquiries (chat, email and phone) from those who wish to obtain their high school equivalency. We are very new to Five9, but due to the platform assisting us in assisting in the inquiries problems and allowing us to assist them, we are looking into adding our systems front desk line to the platform as well. Having a platform that is easy to use, helpful to the staff and allows us to assist inquiries with their problems makes our job much easier. Review collected by and hosted on G2.com.

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Vice President of Operations
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Five9 acts as a partner with clients - telephony providers (and I am familiar with many) typically treat relationships somewhat clinically, but not Five9; they are personable, professional, and consistent in working with your business to achieve your goals. Review collected by and hosted on G2.com.

What do you dislike?

I have no complaints with Five9, and have worked with them for ~3 years in business. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Do it! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Consistency in connectivity has been paramount for success in our relationship. Five9 not only provides 99.9%+ up-time, but they are immediately responsive when issues do arise. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

flexibility, scalability, support, professional services, and ease of use Review collected by and hosted on G2.com.

What do you dislike?

No ability to add a hyperlink url in the no service message of chat and no ability to send basic authentication in the header of the connector post. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

don't hesitate to make the switch Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Our Customer Support, Engagement Services, Information Resource Center, Success Team and Helpdesk are all on Five9. By having their voice, chat, email and CRM integrated in one console they have all boosted productivity while providing ease of access for employees. Review collected by and hosted on G2.com.

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Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Fairly dependable service, hence the name Five9.

The reporting is robust but not the easiest to figure out on your own. Review collected by and hosted on G2.com.

What do you dislike?

report generation from scratch can be difficult at times.

the canned reports are great but modifying them or adding charts is not very intuitive. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

it's a great program and can be very powerful in helping you run your business! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

managing call volumes. overall the program is dependable and does what we need. Review collected by and hosted on G2.com.

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AC
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Any time you have an issue technical support is right there for you. They keep you informed throughout the day on the progress of your issue and its resolution. Review collected by and hosted on G2.com.

What do you dislike?

there is not much I don't like. I wish the software keep the history of the call data for more then 3 months. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

A great call center software for at office or in home call centers Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

we need this to make ASAP dials from websites. Review collected by and hosted on G2.com.

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AH
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

My Account Manager, gets results in a quick and timely manner. Our TAM is extremely technical savvy and assists us with all business needs. Allowing us to maximize our system and the performance of the platform. We have received outstanding support from the customer service department as well. Before closing a ticket, they perform courtesy checks as well before they finally close the ticket. Review collected by and hosted on G2.com.

What do you dislike?

Lack of communication from Engineers during an outage. The latest major outage there was minimum information that was provided, which severely impacted our business operations. There could have been better communication to give us a time frame on when services would be restored. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Five9 has allowed us the ability to continue daily operations with minimum down time during the pandemic. The pandemic has caused many businesses to fail due to them using standard telephone lines, without cloud services. Review collected by and hosted on G2.com.

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Helpful?