I find Five9 easy to use, and I’m comfortable with it. The fixes are quick, and I can monitor agents and change what I’m seeing on the supervisor dashboard. The alerts and colors help me check on agents quickly and see when they need help. I can get the call and agent data I need right away, review and compile it without much trouble or changing a lot of things, and use it in my day-to-day work. I also find it useful for managing calls and recordings, and I appreciate that it’s available at all times. Five9 keeps developing new tools, which has helped us find new ways to work with our calls. Support is always available to handle requests, and the team responds quickly and stays on top of issues. Our representative, Frenchie, is really helpful and has been there for us even on holidays and weekends when something critical has happened. Review collected by and hosted on G2.com.

I think the chat features could be better, and there aren’t a lot of reports for chats. I can’t see on the Five9 supervisor dashboard when one chat ends and another begins, because it counts the time for all the interactions together instead of dividing it by interaction. It’s also difficult for agents to track after-chat work, and it’s hard for us to coach it because we don’t have a good source to review it in real time. The initial setup was rough, and it was difficult to get everything together and as clean as we wanted. Review collected by and hosted on G2.com.