Wir helfen Unternehmen seit 17 Jahren,
bessere Software zu finden
Über Five9
Cloud-CX-Lösung mit praktischer KI – Integration in Inbound-, Outbound-, ACD-, IVR-, CTI-, Chat-, E-Mail-, Social-, Anrufaufzeichnung- und CRM-Funktionen.
The cost of this product is very inviting. The reporting is very extensive and takes some getting used to, but it's also very thorough.
There have been a lot of log-in issues for me (typically an error saying the plugin needed to be installed or an endless loading symbol).
Nutzerbewertungen filtern (466)
Nutzung
Sortieren nach
Nutzerbewertungen filtern (466)
Five9 Review
Kommentare: When I worked at the call center over the web Fivenine was a quickly learnable calling program. It had minimal need for upkeep on my end aside from making sure to refresh the screen if no calls were coming in, so that the screen did not fall asleep due to being a virtual computer system. Actual program updates were also rare, it was fairly statuc and generally reliable.
Vorteile:
The ability to tell when calls are coming in and going out is critical to a call center. I've worked at call centers before in the insurance enrollment world in both English and Spanish. Call data tracking matters to keep tons of data secure, while giving accountability to a company should the caller divulge data like their social security number or home address. These are strictly confidential and the call program working right is a major factor. Whether someone is using a script or has general guidelines, the most important aspect is the call itself coming through and not dropping, Five9 is able to record audio crystal clear for later playback.
Nachteile:
If your internet is going in and out the program does take a while to boot up. It also doesn't have any in-built noise reduction or increasing features, so the caller audio may change call to call and cause a need for rapid audio changes depending on the call.
Highly Recommend Five9, after failed implementation of 3 other apps
Kommentare: Quick deployment, reliable product and allowed us to significantly reduce headcount and improve operational efficiency
Vorteile:
After implementing several other call center software programs that did not meet our requirements, Five9 offers such a rich feature/function set and meets all our needs. The sales, implementation and support experience has been superior compared to their competitors.
Nachteile:
From and IT perspective, the help desk/customer support team's knowledge is lacking. Most of our inquiries are not able to be addressed by 1st level
Antwort von Five9
vor 5 Jahren
Hi Pam thank you so much for taking the time to share your experience with others on this peer review site. We are happy to hear you have had such a great experience with us at Five9.
In Betracht gezogene Alternativen:
Hard to implement, but robust
Kommentare: It's very robust software, but the implementation is not worth the trouble- it's made for calling a large, large body of numbers with little need to change the leads within the campaign.
Vorteile:
Once you get it going, which isn't easy at all, it doesn't quit running.
Nachteile:
It's horrible to implement, the support is awful, it also uses mechanics that are impossible to understand with minimal documentation.
One of the most call center software that you can find today
Kommentare: Overall experience is very astounding , the software itself is again very easy to use, support is always ready to help you, very recommendable to my friends and I am looking forward to use Five9 in the years to come.
Vorteile:
From the very first day I started using Five9 I was amazed by how this software can do for you, it is very user-friendly and most of all their support team is very helpful. Doing inbound and outbound calls to people is very easy and It makes my job a lot more easier than the usual.
Nachteile:
Everytime that there is an update on the software there will be errors that will pop right after, or giving me a hard time logging in again, I hope that they can do something about this very soon.
Antwort von Five9
vor 6 Jahren
Hello Kevin, Thanks for taking the time to share your feedback. We pride ourselves with having the best customer support team in the industry and it's great to hear you would recommend Five9 to your friends. Please let us know if you ever have any questions - we're here to help you succeed.
By far the best Saleforce dialer but very complex to set up. Lacks basic process out of the box.
Vorteile:
The only automated dialer app for outbound calls I have found that actually works with Salesforce. Fast and reliable, handles prioritization of lead pipe in near realtime, flexible in setting up campaigns and rules. Inbound is also powerful, and blending in/outbound works like a charm. Once I got it working it is by far the best Salesforce dialer (I have tried all the big ones!).
Nachteile:
Thousands of settings in various places so very difficult to setup. Lacks basic sales process in the out of the box setup (eg no scheduling of callbacks) so took months of experimenting with Salesforce workflows etc to build a working sales process. Had big problems before we finally got it right, and the sales team initially hated it because of all the problems. Inbound is soooo complex that I do not even dare to touch the flow setup myself.
Easy to use
Kommentare: I really enjoyed the simplicity of use. I think once the bugs are worked out it will be a fantastic software.
Vorteile:
The concept that you get the calls automatically and it keeps track of every call and time on the calls.
Nachteile:
even if I was receiving calls regularly the page would keep timing out and expiring. I had to keep logging out and unplugging my softphone and plugging it back in before logging back into five9 in order to keep receiving more calls.
Works for Small Businesses
Kommentare: It works well if you don't need to deep-dive on call and ticket data in the future, in which case you would need to shell out additional payment per agent to be able to have your data stored for longer within the ecosystem
Vorteile:
Easy to use as a standalone, web-based inbound and outbound calling tool, good reporting capability and monitoring
Nachteile:
Records are only retained for 60 days and this encompass both reports as well as recording databases. Even downloaded record data is erased remotely!
Decent but need improvement
Vorteile:
Nice integration with salesforce. Being able to leave notes right after a call is helpful. I like the call disposition functionality.
Nachteile:
It's clunky. The phone lines just flat out wouldn't work sometimes.
Antwort von Five9
vor 6 Jahren
Hello Jesse, It's great to hear our direct integration with Salesforce is helping your team be more efficient. Thanks for sharing your feedback. Please don't hesitate to reach out to your account manager with any questions you may have.
Jenelyn Review
Kommentare: Its very convenient to taking contacts and manage the all contacts
Vorteile:
It easy to get an survey or feedback to the customer and also to monitoring the all contacts and posted a notes to the conversation
Nachteile:
There's a some of bug there's having a lagging and sometimes late a response to the customer
Great VOip Option
Vorteile:
Easy to use and with a great reporting system to keep track of KPIs and time management, and best leads tools for call cal ca; calling og prograded.
Nachteile:
WORKING IN A CALL SENTER FOR SEVERAL YEARS.
Pretty pleased overall!
Vorteile:
Reliable software for handling our incoming calls, like the fact that I can define campaigns and see where each call is coming from, like the reporting features for the most part (see one drawback below in "cons"). Connection is pretty good most of the time if using a hard-wired headset. Good customer service, very responsive and good at following up.
Nachteile:
Don't like the fact that since we've installed Skuid we cannot get Five9 to sync records with Salesforce, which has created numerous issues with duplicate records. Was working with you all to get this situated, but the attempted fix created a massive crash in the middle of our business day and I haven't been able to revisit for fear of doing that again. Maybe we can plan to work on it with you after hours... Also don't like the fact that the reporting reports "ready state" whether in "ready voice" or "ready VM" or "ready voice and VM." Would like to have a separate reporting for "ready VM," which is a state we would not like to pay our agents for b/c it does not result in live answers, and "ready voice" or "ready voice + VM," which are states we do want to pay our agents for b/c the calls are answered live when those are the choices (unless all agents busy, of course).
Antwort von Five9
vor 7 Jahren
Kathy, thanks for writing your review. I have reached out to your account manager who will reach out to you shortly. Please do let us know if you have any questions about Five9 features or reports; we’re here to help.
For remote customer support employees
Kommentare: Reliable software for remote technical support work.
Vorteile:
Reliable software for remote technical support work. User friendly. I learned the principal functionalities in a couple of hours.
Nachteile:
If the routing set up is not properly done is possible to receive calls from certain countries with the instrument information on display belonging to a different user. It's annoying as the agent has to inquiry again to the customer over the phone. Maybe integrating an AI which recognizes the phone country code?
Unbiased Review
Kommentare: They provide business solutions on a reasonable price. Their customer service is amazing. I haven't had any issues with how their tech or customer support team handle any issues we bring up. They are very personable. I just hope they launch web app for supervisor view that's included in the premium.
Vorteile:
It's easy to use and accessible as long as internet is available. Supervisor views are customizable to fit preference and requirements. Agent applet/softphone app is very user-friendly. It is not intimidating because it looks simple yet professional.
Nachteile:
Reporting is a pain. It does not show the numbers that will make sense in a BPO setting. Java based application for Supervisor is also excruciating especially if Java version in the PC is not compatible. Good thing agent applet has web-based option now.
Antwort von Five9
vor 6 Jahren
Hi, thank you for sharing your review. We pride ourselves with our excellent customer service team and it's great to hear your experience has been amazing. Please don't hesitate to reach out to your account manager should you have any questions about our reporting or any other features. We're here to help.
4 year customer. Five9 is simple yet robust, meeting most of our needs.
Vorteile:
Robust reporting, simple agent interface, no expensive software or equipment required, very supportive and available customer service. Quickly Scaleable. Great for small, medium, and large call centers.
Nachteile:
Agent script requires HTML to write and is only one page. If call flow can be complicated, this is a problem. Dynamic scripting is a need for us as we grow, so this is becoming a problem. If a feature does not exist, if you put in a feature request. It is highly unlikely that they will develop the future you need though. We have experienced 3-5 service outages over there almost 4 years we have used them. This has lost us money. If they had a good interface for texting, emailing, and chatting with customers, that would be nice as well.
Antwort von Five9
vor 7 Jahren
Hello Corbin, Thank you for taking the time to post this review. We're glad to hear Five9 is working well for you. Please don't hesitate to reach out to your account manager with any questions or feedback about the features we offer. We're here to help.
Take Your Call Center to the Next Level
Kommentare: Five9 was a huge investment into our call center.
Vorteile:
The reporting features impress me daily. There is a wealth of information coming through your call center each day. If you're not capturing it properly or tracking it, you losing revenue and productivity. Five9 helps you grow your business by not just collecting the data, but understanding it. You'll be able to identify time waste and increase the quality of caller experience
Nachteile:
If you're not going to do anything with the data, don't collect it. The reporting features are awesome, so if you're not into that, this may not be right for you. It's also more expensive that other entry-level systems. I wish Five9 would offer phone #s and extensions.
Antwort von Five9
vor 6 Jahren
Thank you for posting this great review, Michael. We’re excited to hear that our reports are helping you increase your review and productivity. Please don’t hesitate to reach out if we can ever be of service.
Their Name Holds True - Up 99.999% of the Time
Kommentare: Five9 helped my department (and the company) manage several thousand calls per month with ease. It really is a great program and the customer service is on point.
Vorteile:
I used Five9 in one of my previous roles for 3+ years. In those 3 yrs of use Five9 only went down three, maybe four times and only for a short time at that. The software was easy to use and can do quite a bit. The only reason I do not use Five9 now is because the company I work for now is too deeply entrenched in another VOIP service. Five9 very seemlessly integrates with Salesforce and other CRMs. Reporting is also another thing Five9 does very well. The custom reporting options is almost overwhelming but with a little practice and guidance you can really zero in on the metrics you want.
Nachteile:
At the time, the non CRM user interface was a little dated but easy to use and reliable.
FIVE 9 as an Innovative and Efficient tool for Outsourcing
Vorteile:
Voicecall plays a vital role in our job since this is where our operations revolve and how we resolve our customer's concern. I could definitely say that Five 9 is an effective softphone where calls are effectively monitored and delivered to us. There are also seldom reports of tool problem when it comes to this platform, it's performance is deliberate and helpful in making sure our workflow is smooth.
Nachteile:
One enhancement that can certainly be helpful to users and management is if the tabs used are smaller and if the call history can be overviewed through hovering through the icons. Without having to leave your current call. This way you may check on other variables from five 9 even though the softphone is minimized.
Five9 Wizard
Kommentare: We were able to realize that we had an issue with ACW and Hold time throughout our department that was having a negative impact on our customer experience. With that insight, we were able to be strategic with our coaching which had a positive impact on customer experience and ultimately customer loyalty.
Vorteile:
I love the reporting capabilities that five9 provides. There's so much data. From handle time, ACW, Hold time, Idle time, whether or not an agent disconnects first, etc. The reporting gives you a deeper insight which allows you to coach metrics that will increase the productivity on your team.
Nachteile:
Connection issues cause frequent system issues. Dropped calls and missing call recordings are common issues.
Five9 meets our Call Center needs
Kommentare: Custom service is helpful and goes above & beyond to help get my questions answered.
Vorteile:
We have multiple options for selection and Five9 makes it easy to triage the calls & record the incoming calls in a professional and timely fashion. We are able to access a recording minutes after it is recorded. We can also run monthly metric reports.
Nachteile:
Outbound calls are not recorded. System does not integrate with our current intake database (salesforce).
Antwort von Five9
vor 7 Jahren
Hi Tracy, Thanks for posting your review. We pride ourselves with our excellent 24/7 customer support and are happy to hear our call recording and reporting features are working well for you. Please don’t hesitate to reach out to your account manager if you ever have questions about any other features or integrations we offer.
Very Effective Cloud Phone Software
Kommentare: Overall I found this a fantastic software. It really does the job you need it to in both an effective and fairly simple way. It has lots of features depending on what you need from it and I think it’s a great addition to anyone needing direct customer communication.
Vorteile:
Five9 did exactly what it was meant to. It gave me a cloud telephone system that allowed me to make and receive necessary calls, in a fairly straightforward format. For the most part it had great, clear sound, and a steady connection so long as I had a wired connection. I think it’s a solid program that can be configured exactly as you might want or need it which makes it very valuable.
Nachteile:
Installing it was a multi step process. And I could see how this could go wrong for some doing this at home with no I.T, if they’re not particularly tech savvy. But it’s not overly complex, just something to note. I also believe it worked best on Chrome, but that could have just been my computer.
Five9
Kommentare: The company uses Five9 as out telephone services. Can received calls and make calls Five9 lets you know about your internet strength.
Vorteile:
If the call drops I have the telephone number to call back. It also give the queue volume which lets you know how long the client is waiting.
Nachteile:
Five9 integrates with Zendesk, If zendesk doesn't work neither does Five9
A great communication tool and easy to use
Vorteile:
I work at a call center and using Five9 has been a great experience as per we don't have to dial, it helps us saving time and generating more calls. It has an excellent reporting features that meet company's requirements.
Nachteile:
The Five9 is very complex so people who are not used to work with this kind of program will have to be trained...but once you get familiar with it won't complain at all; it's worth it!
Antwort von Five9
vor 6 Jahren
Hello Scarleth, thanks for taking the time to write this excellent review. We are excited to hear that our dialer is helping your call center be more efficient. Please let us know if we can ever be of service.
We have used five9 for around three years. It is part of our success story.
Kommentare: It is fast to setup new campaigns. It is fast to pull results. It makes our business efficient.
Vorteile:
The level of customization possible with the reporting is astonishingly good. Programming an IVR - any type - is fantastic. The web interface for the agents is way better than the java version, so much more intuitive.
Nachteile:
The worksheet function only allows one question per sheet/page. This makes it a little inefficient for the agent if they have to ask a lot of questions
Antwort von Five9
vor 7 Jahren
Hello Simon, we are excited to hear that Five9 is part of your business' success story. Thanks for writing this excellent review.
Don't waste your time.
Kommentare: Setup was long and painful. Once we were up and running it was difficult to monitor calls and run reports. We missed so many calls that using Five9 would have cut our revenue in half. The only way it could have been worse is if the customers just received a busy signal. I have been trying to cancel everything out for the last 3 months and can't get a call back from our rep.
Vorteile:
The phone in Salesforce looks nice. Clean looking design.
Nachteile:
Everything else. Reports are the worst I've seen. The tech even had issues trying to set the filters for a report to run. The only way to monitor calls is to run reports which are a lost cause.
Very useful software for Call center business. Very customizable to your needs.
Kommentare: Easy of use and great customer service
Vorteile:
You can customize everything needed. From setup to reporting. If it is not there F9 helpdesk will definitely see if it can be added. Great customer service overall.
Nachteile:
Not much about the software not to like. So far no issues at all and fast response from engineers when needed.
Antwort von Five9
vor 6 Jahren
Hello, thank you for posting this great review. We at Five9 pride ourselves with our excellent customer support team and it's great to hear that our team is helping you customize our software to meet your needs. Let us know if you ever have any questions.