"I'm amazed at how far they've come in terms of making it cost effective." Dr. MJ Willard Executive Director National Telecommuting Institute (NTI)
 
 

Call Center Customer Support

After your call center is up and running, Five9 stands by you with ongoing support resources. The Customer Support team is staffed 24 hours per day, 365 days per year, and, as an extension of your business, is dedicated to your continued success and growth based on the Five9 virtual call center product you have deployed. Extended support options allow you to finely tune the level of support to the unique needs of your organization.

Standard Support Package

Every Five9 product comes standard with 24/7/365 telephone and online support, including access to documentation, the Solutions Knowledge Base, and online case management. There are three ways to reach Customer Support:

  • Customer Support Portal: You can create, update, and view cases online and search our knowledge base via the Customer Support Portal. To access the portal, simply log into your virtual call center application portal from the Customer Login Page and select "Customer Support".
  • Email: You can email us at cases@five9.com. This will automatically create a case with your problem description.
  • Telephone: For the fastest response, you can talk to our Five9 Customer Support Agents by calling (866) 553-1459 (International: (925) 218-2325).

Premium Support Package

If you don't want to build and manage your call center yourself, have Five9 do it for you. Premium support services are available to Five9 customers who don't want to build call center expertise in-house, or who need direct access to our most skilled support personnel in addition to the world class 24/7/365 support that is standard with every Five9 product. Several choices of hourly packages allow you the flexibility to work with our support staff on-demand.

When you purchase a Premium Support Package, in addition to the support included with every Five9 product, you also receive, :

  • Direct Access to Tier 3 Support (Monday – Friday 7am to 7pm PT)
  • A Dedicated Account Manager
  • Regular Account Reviews
  • Consulting Hours
  • Accelerated Service Level and Defined Escalation Path
  • Monthly Usage Reports
  • Project Management and Coordination
  • Personalized New Release Training

Five9 also provides developer support through the Five9 Developer Program for programmers, consultants and information technology professionals who want to take their call center to the next level on Five9's Cloud Computing Platform for Call Centers.


Five9 Support Comparison
  Standard Support Premium Support
Tier 1 Support Telephone, 24/7/365 Telephone, 24/7/365
Customer Portal including documentation, Solutions Knowledge Base and Case Management Online, 24/7/365 Online, 24/7/365
Tier 3 Support   Direct by Telephone, 7am to 7am Pacific Time
Account Management   Dedicated Five9 Account Manager
Account Reviews   Regular Five9 Account Reviews
Consultation Hours   Number of hours included depends on package
New Release Early Access   Yes
New Release Training   Personalized One-on-One Training Per Release
Usage Reports   Monthly

Premium Support Package Options

To meet different business needs, our support packages provide choices in the number of consultation hours per month, and the frequency of regular account reviews. Choose the right package for your business.

Five9 Premium Support Packages
  Monthly Package Hours Review Meeting Frequency
Bronze 20 Bi-weekly
Silver 40 Bi-weekly
Gold 80 Weekly
Platinum 160 Weekly

Ready to sign-up for an extended support package? Call us at (800) 553-8159