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.

Erfahre mehr über Five9

Vorteile:

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.

Nachteile:

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).

Bewertungen zu Five9

Durchschnittliche Bewertung

Benutzerfreundlichkeit
4,2
Kundenservice
4,3
Funktionen
4,1
Preis-Leistungs-Verhältnis
4,1

Weiterempfehlungsquote

7,8/10

Five9 hat eine Gesamtbewertung von 4,2 von 5 Sternen basierend auf 466 Nutzerbewertungen auf Capterra.

Hast du Five9 bereits verwendet?

Teile deine Erfahrungen mit anderen Softwareinteressenten.

Nutzerbewertungen filtern (466)

Ilan
Ilan
Graphic Designer in USA
Verifizierter Nutzer auf LinkedIn
Design, Selbstständig
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Five9 Review

5,0 vor 2 Jahren

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.

Pam
DVP in USA
Krankenhausversorgung & Gesundheitswesen, 10.000+ Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

Highly Recommend Five9, after failed implementation of 3 other apps

5,0 vor 5 Jahren

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.

Christopher
Administrator in USA
Marketing & Werbung, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

In Betracht gezogene Alternativen:

Hard to implement, but robust

3,0 vor 5 Jahren

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.

Kevin
Kevin
Technical Support Representative in Philippinen
Verifizierter Nutzer auf LinkedIn
Outsourcing/Offshoring, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

One of the most call center software that you can find today

4,0 vor 6 Jahren

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.

Sven
Sven
CEO & Founder in Schweden
Verifizierter Nutzer auf LinkedIn
, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

By far the best Saleforce dialer but very complex to set up. Lacks basic process out of the box.

4,0 vor 7 Jahren

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.

Kimberly
Independent contractor in USA
Fundraising, 51–200 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Herkunft der Bewertung

Easy to use

3,0 vor 3 Jahren

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.

Sigmund
Sigmund
Senior Workforce Analyst in Philippinen
Verifizierter Nutzer auf LinkedIn
Konsumgüter, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Works for Small Businesses

4,0 vor 2 Jahren

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!

Jesse
Jesse
Marketing Automation Manager in USA
Verifizierter Nutzer auf LinkedIn
Finanzdienstleistungen, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Decent but need improvement

4,0 vor 6 Jahren

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
Customer service representative in Philippinen
Telekommunikation, 10.000+ Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Jenelyn Review

5,0 vor 5 Monaten

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

cid
cid
Sales Manager in Honduras
Verifizierter Nutzer auf LinkedIn
Verbraucherdienste, 51–200 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

Great VOip Option

5,0 vor 9 Monaten

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.

Kathy
Lead Case Eval Attorney in USA
Rechtsberatung, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung
Quelle: SoftwareAdvice

Pretty pleased overall!

4,0 vor 7 Jahren

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.

Micha
Technical Support Specialist in Italien
Krankenhausversorgung & Gesundheitswesen, 10.000+ Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

For remote customer support employees

5,0 letztes Jahr

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?

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Outsourcing/Offshoring, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Unbiased Review

4,0 vor 6 Jahren

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.

Corbin
Account Services Manager in USA
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

4 year customer. Five9 is simple yet robust, meeting most of our needs.

4,0 vor 7 Jahren

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.

Michael
Executive Director of Franchising in USA
Medizinische Praxis, 201–500 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung
Quelle: SoftwareAdvice

Take Your Call Center to the Next Level

5,0 vor 7 Jahren

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.

Skyler
Sales Director in USA
Verbraucherdienste, 2–10 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Their Name Holds True - Up 99.999% of the Time

5,0 vor 6 Jahren

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.

Thea
Customer Service Representative in Philippinen
Outsourcing/Offshoring, 10.000+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

FIVE 9 as an Innovative and Efficient tool for Outsourcing

5,0 vor 2 Jahren

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.

Helen
Customer Solutions Manager in USA
Onlinemedien, 2–10 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Five9 Wizard

3,0 vor 2 Jahren

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.

Tracy
Medical Information Operation Specialist
Pharmazeutika, 501–1.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung
Quelle: SoftwareAdvice

Five9 meets our Call Center needs

4,0 vor 7 Jahren

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.

Selena
Call Center Agent in USA
Rechtsberatung, 51–200 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

Very Effective Cloud Phone Software

4,0 vor 4 Jahren

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.

Patricia
Client Support in USA
Finanzdienstleistungen, 201–500 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Five9

4,0 letztes Jahr

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

Scarleth
Scarleth
Customer Service Rep in Honduras
Verifizierter Nutzer auf LinkedIn
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

A great communication tool and easy to use

5,0 vor 6 Jahren

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.

Simon
General Manager in Mexiko
Outsourcing/Offshoring, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

We have used five9 for around three years. It is part of our success story.

5,0 vor 7 Jahren

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.

Jon
CEO in USA
Finanzdienstleistungen, 11–50 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

Don't waste your time.

1,0 vor 3 Jahren

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.

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Very useful software for Call center business. Very customizable to your needs.

5,0 vor 6 Jahren

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.