Five9: Use-Cases, Insights and Reviews | 2024 Cuspera

Name: Five9
Brand: Five9
Rating: 4.11 (6060 reviews)

4.11 5

★ ★ ★ ★ ★ ☆ ☆ ☆ ☆ ☆

(6060)

Five9 | Leading Cloud Contact Center Platform for the Digital Enterprise

AI Powered

App Partner

Five9 Overview

Five9 offers a reliable cloud contact center for exceptional customer experiences. A demo can be requested.

Use Cases

Customers recommend Helpdesk Management, Engagement Management, Call Recording, as the business use cases that they have been most satisfied with while using Five9.

Other use cases:

Contact List Management
Communication Management
Workflow Management
Campaign Management
Customer Feedback Management
Performance Management
Social Media Management

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Business Priorities

Enhance Customer Relationships and Acquire Customers are the most popular business priorities that customers and associates have achieved using Five9.

Other priorities:

Improve Efficiency
Increase Sales & Revenue
Scale Best Practices
Improve ROI
Improve Internal Communications
Enter New Markets Internationally Or Locally
Improve Consistency
Improve Visibility
Launch New Products
Shorten Ramp Up Time
Improve Stakeholder Relations
Improve Digital And Social Presence
Establish Thought Leadership
Increase Customer Life Time Value

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Five9 Use-Cases and Business Priorities: Customer Satisfaction Data

Five9 works with different mediums / channels such as Phone Calls.

Five9's features include Recording, Personalization, Dashboard, etc. and Five9 support capabilities include Chat Support, Phone Support, Email Support, etc. also Five9 analytics capabilities include Analytics, and Custom Reports.

Reviews

"The reporting tools within Five9 ignited our thinking to make changes to create a truly differentiated customer experience." - Jeff Huffnagle

Five9, NICE CXone, Bright Pattern, Talkdesk, Genesys PureConnect, etc., all belong to a category of solutions that help Contact Center Software. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Popular Business Setting

for Five9

Top Industries

Financial Services
Retail
Marketing and Advertising

Popular in

Mid Market
Small Business
Enterprise

Five9 is popular in Financial Services, Retail, and Marketing And Advertising and is widely used by Mid Market, Small Business, and Enterprise.

Comprehensive Insights on Five9 Use Cases

What makes Five9 ideal for Helpdesk Management?

Five9 is a call center software that monitors call volume and agent activity, facilitating efficient communication with clients. The software is user-friendly and integrates seamlessly with other platforms. Five9 lacks comprehensive self-service support documentation for troubleshooting.

"...Five9 provides the best ease of use I have seen in call center software...." Peer review by Aleesha Rackley, Real Estate

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What Are the key features of Five9 for Engagement Management?

Five9 Engagement Management offers comprehensive capabilities for managing customer interactions. It facilitates intelligent routing, automated call scheduling, and seamless integration with CRM systems. The system can be time-consuming to resolve open tickets due to difficulties in accessing previous interactions.

"...It was consistent and reliable, which gave us the confidence that we could execute our exact dialing strategy/cadence with every lead...." Peer review by Manager in Marketing

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How can Five9 optimize your Call Recording Workflow?

Five9's call recording capabilities are automatic and readily available, providing searchable access to recordings and call logs with detailed information. Users can sort data by various metrics, enabling analysis of call performance and quality. A limitation is the inability to record outbound calls.

"...Call recording and reporting are up to expectations...." Peer review by Maria Rossi, Medical Practice

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How can Five9 optimize your Contact List Management Workflow?

Five9 facilitates efficient customer contact management by enabling agents to access and utilize past interaction data, seamlessly transfer calls, and build contact lists. The platform integrates with Zendesk to streamline inbound customer interactions. Five9's contact list management features are limited by the inability to customize contact list views within the Admin Center.

"...My role was to contact potential clients all over the country, and measure my effectiveness...." Peer review by Michelle W., Real Estate

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How does Five9 facilitate Communication Management?

Five9 Communication Management provides call tracking, recording, and reporting capabilities. It enables supervisors to monitor and manage staff interactions. Limitations include a lack of history tracking for messaging features.

"...If wait times are long you can send them a message indicating when you will call them back...." Omnichannel SMS

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50+ more Business Use Cases

8 buyers and buying teams have used Cuspera to assess how well Five9 solved their Contact Center Software needs. Cuspera uses 6060 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Contact Center Software needs.

Customer Testimonials

CUSTOMERS	TESTIMONIALS
Jeff Huffnagle Director of Telecommunications Medical Alert	The reporting tools within Five9 ignited our thinking to make changes to create a truly differentiated customer experience. Testimonial By Jeff Huffnagle
Mark Fichera Owner & CEO OnBrand24	Five9 was very easy to build. It took days rather than months all the tools were there. Testimonial By Mark Fichera
Gary Britton Vice President of Operations Teladoc	The benefits we've seen with Five9 have been impressive. We've seen increased uptime, improved customer satisfaction ratings, no major outages, gained efficiencies, sustained service levels and the ability to scale up and down anytime depending on the business need. Testimonial By Gary Britton

CUSTOMERS	TESTIMONIALS
Jeff Huffnagle Director of Telecommunications Medical Alert	The reporting tools within Five9 ignited our thinking to make changes to create a truly differentiated customer experience. Testimonial By Jeff Huffnagle
Mark Fichera Owner & CEO OnBrand24	Five9 was very easy to build. It took days rather than months all the tools were there. Testimonial By Mark Fichera
Gary Britton Vice President of Operations Teladoc	The benefits we've seen with Five9 have been impressive. We've seen increased uptime, improved customer satisfaction ratings, no major outages, gained efficiencies, sustained service levels and the ability to scale up and down anytime depending on the business need. Testimonial By Gary Britton

Case Studies

COMPANY	INDUSTRY	CASE STUDIES
University of Akron Education	Education	Case Study University of Akron University of Akron Goes Remote Over the Weekend using a leading unified communications platform Read More
Jackson Hewitt Financial Services	Financial Services	Case Study Jackson Hewitt Jackson Hewitt Improves Agent Performance With Five9 Enterprise WFM Read More
NexRep Consumer Services	Consumer Services	Case Study NexRep NexRep has become a powerhouse in the highly competitive world of virtual contact centers that utilize 100 percent at-home agents. For the past eight years, Five9 has been a key driver behind its success. Read More

Video

Five9 Platform Demonstration

Frequently Asked Questions(FAQ)

for Five9

What is Five9?

Five9 is a Contact Center Software for inbound, outbound, blended and omnichannel contact centers world-wide. It helps organizations of every size transition from premise-based software to the cloud. Business takes advantage of secure, reliable cloud contact center software to create exceptional customer experiences, increase agent productivity and deliver tangible business results.

Five9 Genius derives customer intent data to provide agents with next step guidance before they pick up the phone. Four adjustable dialing modes skip no-answers and busy signals to triple agent talk time. The cloud-based solution provides omnichannel tools including inbound and outbound call management, predictive dialer, progressive dialer, chat, social customer service, automatic call distribution (ACD) and more.

The inbound call center distinguishes a brand in the crowded marketplace. Preview Dialer is an outbound call center that allows sales reps to review customer contact records prior to dialing. The blended call center enables follow-ups and courtesy calls during slow periods of the day. Omnichannel call center features the engagement of customizable channels.

What is Five9 used for?

Five9 is a Contact Center Software mainly used by its customers to Enhance Customer Relationships and Acquire Customers by Helpdesk Management, Engagement Management and Call Recording .