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Five9

Multi-channel contact centre


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Published 12/09/2014 and rated Ratingstars4 4 out of 5 stars
by AppAppeal Editor
What can you use the app for?

Five9 is a fully featured multi-channel contact centre app that covers all areas of unified communications in the cloud. The app covers all inbound, outbound and blended contact centre needs such as intelligent routing, predictive dialing, speech-enabled IVR, Automatic Call Distribution (ACD) and Computer Telephony Integration (CTI). In addition to this, Five9 offers reporting, recording, workforce management, quality monitoring, as well as CRM and other 3rd party integrations.

Five9 offers a solution for contact centers who have customer requests coming in from numerous channel, including social media, mobile, live chat and email. The app connects all these interactions through Five9 Connect, a tool that uses Natural Language Processing to filter and categorize interactions, remove spam and detect sentiment. The tool also includes a business rules and routing engine that prioritizes and routes interactions to the right agents and queues depending on relevance, skill and context.

Five9 offers a range of features for both inbound as well as outbound operations. Inbound contact centre features include agent scripting, post-call survey routing, IVR with speech recognition and skills based routing. It also includes web and computer telephony integrations that provide real-time access to all customer data at a glance. The outbound features include a range of tools to automate lead prospecting, qualifying, and nurturing. Both outbound and inbound features work seamlessly together in Five9 to create Active Blending.

Five9 screenshot
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What is the history and popularity of the app?

Five9 was founded in 2001 with a mission to help companies of all sizes make the transition from premise-based software to the cloud. The virtual contact centre app was officially released in 2003 and since then has grown in both popularity and functionality, with more and more features being added as the years go by. Five9 is currently used by more than 2, 000 customers worldwide. Some of the app’s more well-known clients include Citric, NetSuite and American Support. There a number of customer testimonials on the Five9 website

What are the differences to other apps?

As the call centre industry grows, so does Five9, continuously adding to its feature list to keep up with demand. Rather than being a basic solution for simply inbound centre needs, or outbound centre needs, Five9 covers both these areas, offering an integrated, blended contact centre solution. Aside from offering a wealth of features within outbound, inbound, blended and multi-channel, Five9 offers a range of “management” apps, such as workforce management, quality management and reporting & analytics. Uniquely, the app also offers over 350 cloud-based integrations and an open API.

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How does the web app look and feel to use?

Five9’s mobile app offers a visually engaging and interactive design through its modern user interface. The app uses attractive icons, images, colors and text, making it fluid and straight-forward to navigate. The desktop app is a little less modern, however it is just as easy to navigate. The real-time reporting includes a number of KPI dashboards, such as Agents SLA, Outreach Summary, Agent Idle Time, Top Sources by Sentiment, Top Voices and many more. The results of these are shown in unique graphs that mimic odometers. You can also drill down into data and see pie charts, bar graphs, line charts and other custom visualizations.

How does the registration process work?

You can register for a free trial version of Five9 by simply clicking on the orange “Free Trial” button on the left hand side of the website homepage. A form will appear in a pop-up window requesting your name, job title, business email, company name, phone number, country and number of agents. Once you have filled this in, click on “Submit” to start your free trial.

What does it cost to use the application?

Five9 is offered on a per agent monthly licence fee that varies depending on the seat volume and selected products. Prices start at $185 per month. To get a free quote contact Five9 via their website.

Who would you recommend the application to?

Five9 is an all-round call centre solution that is suited to busy contact centres dealing with both receiving incoming queries, as well as making outbound communications. The app is ideal for businesses taking in customer requests from multiple sources, from social media to live chat. It is also suited to large and dispersed teams, with features such as dynamic call routing and KPI reporting. The multitude of 3rd party integrations, including the seamless Salesforce integration, make Five9 a good solution for businesses already using cloud-based solutions. The app is best suited to growing, medium and large businesses.

  • Multi-channel contact center including phone, email, web, chat, mobile and social
  • Agent scripting and automated post-call survey routing
  • Priority and skills-based routing, and IVR with speech recognition
  • Computer Telephony Integration (CTI) for a personalized screen pop with all customer data in sync with call arrival
  • Active Blending to automatically shift between outbound and inbound functionalities
  • Management applications for workforce and quality management
  • Reporting and analytics with numerous custom and pre-built dashboards


Five9 video

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Five9 pricing

Cheapest plan (per month) : $185.00

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