Five9 Intelligent CX Platform

Every company has their good and bad days, but Five9 is truly a partner to help you through the bad days and make the good days even better! Their Technical Account Manager team has truly incredible talent that stands beside you and helps you do what you need to do. They are responsive and work with you to make your environment the best it can be! The implementation was a little rocky but that was years ago and with different team members. Our representative, is truly a partner to us, and we have mentioned on several occasions that we consider him to be an honorary member of our team at our company because of how dedicated and reliable his support is for us. Working with Five9 has been an incredible experience for us as a company and they continue to work with us through our projects today!

From my experience operating Five9 in a production contact center environment, the platform has been reliable and scalable for core voice, routing, and reporting needs. It has supported both day-to-day operations and broader CX strategy initiatives without requiring excessive operational overhead for agents. Support engagement has generally been strong and responsive when issues arise. Like most enterprise CCaaS platforms, more advanced configuration, digital channel optimization, and complex workflow design can require additional planning and administrative expertise. Overall, the platform has met our needs for stability, scalability, and operational visibility.

Overall, Five9 has a quality product. It works well and positions us well to take advantage of evolving technology in the future. Their AI tools are useful and the end-user experience is good. Our implementation team was high quality and engaging. We were surprised and slightly disappointed at some of the findings during the implementation process - specifically that many features were not included in our package and had to be added on for a fee. Customer support has been very good. Their support team is thorough and responsive. Once we launched the product, training was lacking. For example, we did all day training for the WFM and Interaction analytics tools within the first couple of weeks of go live. I wish we had delayed these trainings until things were more smooth after Go live and we had more time to dedicate to the training and take advantage of these tools. We had to essentially re-teach ourselves the WFM tool because we were not ready to utilize it at Go Live. The WFM tool itself feels lacking. There are not many options for how to forecast. The forecasting and scheduling process feels cumbersome.

The support team is very responsive in addressing issues, however they are very poor at diagnosing and resolving these issues. We have had consistent problems with audio quality and reliability with Five9. Over the course of 4 weeks, we documented over 200 incidents with reliability in voice quality and reliability with implementation. The flexibility with programming the system has some benefits, but it also has some massive oversights such as recording options. In order to create options for customers that don't record calls to meet GDPR requirements, you need to create separate call campaigns. You don't have the ability to assign ANIs for individuals or teams, so agents on separate teams will need to manually select that campaign every time they make a manual outbound call.

I would have given 5 stars if the initial start of using the service went off better.