Wer nutzt diese Software?

Five9 is a leading provider of cloud contact center software, serving thousands of customers and helping organizations of every size transition from premise-based software to the cloud.

Durchschnittliche Bewertung

363 Bewertungen
  • Gesamt 4 / 5
  • Benutzerfreundlichkeit 4 / 5
  • Kundenservice 4.5 / 5
  • Funktionen 4 / 5
  • Preis-Leistungs-Verhältnis 4 / 5

Produktdetails

  • Kostenlose Version Nein
  • Kostenlose Testversion Nein
  • Einsatz Cloud, SaaS, Web
  • Training Persönlich
    Live Online
    Webinare
    Dokumentation
  • Kundenbetreuung 24/7 (Live Vertreter)
    Support während der Geschäftszeiten
    Online

Angaben zum Hersteller

  • Five9
  • http://www.five9.com
  • Gegründet 2001

Über Five9 Call Center Software

Five9 is the all-in-one call center software that uses Practical AI to increase your team's effectiveness on the phone, web, email, chat and more. Use smart dialers to give your agents more time with live prospects. Get your customers to the right agent with intelligent routing. Use customer intent data to suggest the next best action to your agents. Analyze and report on performance in real-time. All with 24/7 customer support. See why 2000+ customer trust Five9.

Five9 Call Center Software Funktionen

  • Anrufaufzeichnung
  • Anrufprotokoll
  • Anruftext-Aufzeichnung
  • Berichterstattung / Analyse
  • Echtzeit-Chat
  • Eskalationsmanagement
  • Gemischtes Call-Center
  • Inbound Callcenter
  • Interaktive Sprachantwort
  • Kampagnenmanagement
  • Manuelles Wahlsystem
  • Outbound-Callcenter
  • Progressives Wählersystem
  • Prädiktive Wähler
  • Warteschlangenmanagement
  • Archivierung
  • Aufzeichnung bei Bedarf
  • Aufzeichnung der Bildschirmaktivität
  • Bookmarking-Aufzeichnung
  • Dateitransfer
  • Ereignisgesteuerte Berichtserstattung
  • Programmierte Aufnahme
  • Sofortiger Abruf
  • Teilen von Anrufen
  • Verteilte Anrufaufzeichnung
  • Videoanruf-Aufzeichnung

Alternative Produkte

Die hilfreichsten Reviews für Five9 Call Center Software

Five9 is THE PLACE to go to for excellent phone communication. Easy to use, fast, and reliable.

Bewertet am 25.4.2018
Spencer P.
Response Team Manager
Gesundheit, Wellness & Fitness, 13-50 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Quelle des Nutzers 
5/5
Gesamt
5 / 5
Benutzerfreundlichkeit
4 / 5
Eigenschaften & Funktionalitäten
3 / 5
Kundenbetreuung
5 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: The benefits I got from this software is a great quality inbound call service center for a reasonable cost. It is incredibly easy to learn and use regularly. Also, using the report features it gives the user, we are able to find data on each of our calls. We even give bonuses to those who consistently report high numbers in new patient calls, based off what data the report gives us. It's incredibly helpful insight to help guide us along on whether we should revamp the way we answer calls or even consider two employees on the shift at once to take calls.

Vorteile: I like the most how it disconnects from the complication of having a business line. There are special call center phones with setups and programs that make taking calls difficult. Five9, however, is simple. We use a pair of headphones and the software and you're set to take calls at any time! The quality of the phone communication is great and we've had a consistent, reliable beam of phone service since we started using Five9 about 1.5 years ago. The software itself is incredibly simple and easy to learn as well as being fast and efficient. It's the little things, like being able to run weekly reports on calls, and seeing if another person is waiting in queue to talk to you, that matter.

Nachteile: There are two things I like the least: customer service and not being able to block incoming call numbers easily. On average, I have to call Five9 Customer Service once every 2-3 months about a question. The customer support employee on the other end of the line does their best, but usually they are not helpful about the specific issue. They have helped me with a 5 star-rating in some issues, but sometimes it's a 2-star interaction when they don't know what to do. It's kind of a "turn it off and turn it back on again" approach. I've had a few times where they simply don't know how to resolve the issue. They keep checking back on you, calling and sending emails several times after the issue. This is a nice sentiment, but often results in annoyance when the issue has already been settled or someone found out something on their own. The other thing I like the least and the reason I gave it 4 stars for features and functionality is that there is only one way to block incoming numbers. Many unknown numbers call our office every day and hang up immediately. We think this is an automated service or sales call which has glitched and called us. To block a number, you have to go into the manager's portal and reroute the calls. It's a complicated process.

Antwort des Softwareanbieters

von Five9 an 26.4.2018

Hello Spencer, thank you for your great and thorough review. We're happy to hear that Five9 is working so well for you and is helping your business succeed.

Pretty pleased overall!

Bewertet am 13.12.2017
Kathy H.
Lead Case Eval Attorney
Rechtsberatung, 13-50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
Quelle: SoftwareAdvice
4/5
Gesamt
5 / 5
Benutzerfreundlichkeit
4 / 5
Eigenschaften & Funktionalitäten
5 / 5
Kundenbetreuung
4 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

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 des Softwareanbieters

von Kristin an 19.12.2017

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.

If you want the best...

Bewertet am 1.10.2019
Kimber C.
Management
Verbraucherdienste, 1.001-5.000 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Quelle des Nutzers 
5/5
Gesamt
5 / 5
Benutzerfreundlichkeit
5 / 5
Eigenschaften & Funktionalitäten
5 / 5
Kundenbetreuung
3 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: The overall experience is great as you can focus on running your business rather than fighting with software. The multiple modes of dialer is extremely helpful too.

Vorteile: After several trials with other dialer systems and getting out of a contract with another dialer company, Five9 is simply one of the best systems for large organizations. Not only is it user friendly and easy to set up and management, the reporting functions are great and customizable. So easy to add/remove users and update skills. Uploading leads is a synch.

Nachteile: The ability to view agent chat sessions needs to be improved. It appears there is functionality there but in fact, you must log on as the agent to view. Upon doing so, you must kick the agent out of production.

Five9 is the best Cloud based VOIP system we have found

Bewertet am 6.12.2017
Doug H.
Vice President
Unternehmensberatung, 13-50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
Quelle: SoftwareAdvice
5/5
Gesamt
5 / 5
Benutzerfreundlichkeit
5 / 5
Eigenschaften & Funktionalitäten
5 / 5
Kundenbetreuung
5 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: We have tried about 6 different companies for our call center and Customer Service Agents and Five9 by far is the best solution. There are cheaper systems out there but you definitely get what you pay for. In my experience the lower cost solutions will cost you more money to implement and manage than just using Five9 to start.

Vorteile: There are a lot of things we like about Five9. The service and customer support is very good. They are timely and everyone we have worked with is very knowledgeable. The system itself is very user-friendly. Since you are so involved in setting the system up you quickly become familiar with how to work with it and how things actually work.

Nachteile: Initially I had concerns about the pricing with Five9's product compared to several other companies. I actually hired 3 different companies and ended the relationships with 2 before even getting them implemented. The customer service and setup of their systems was a nightmare. One took over 2 months to even get setup and after that several things we were promised didn't work. The 3rd company we used for about 6 months and had issue after issue and promise after promise not met. I came back to Five9 as it is worth the investment for my company.

Antwort des Softwareanbieters

von Kristin an 19.12.2017

Hi Dough, thank you very much for posting this excellent review. We strive to be a true partner to our customers, and our customer support team is one of the things that sets us apart from other vendors. Please let us know if we can ever be of service.

Five9 Review

Bewertet am 29.5.2019
Verifizierter Rezensent
Director of Client Acquisition
Immobilien, 201-500 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Quelle des Nutzers 
4/5
Gesamt
4 / 5
Benutzerfreundlichkeit
4 / 5
Eigenschaften & Funktionalitäten
4 / 5
Kundenbetreuung
4 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: It's incredibly valuable. The Supervisor Web application is great and provides valuable performance insights out of the box. It works incredibly well with Salesforce, and Five9 also has a plethora of strategic partner options for AI, Analytics, WFM, Quality Monitoring, Social Media, etc., that add further value to Five9's CC Software. We have a standing weekly meeting with our technical account manager that helps us maintain and implement all changes necessary. Further, this individual is always available when needed outside our standing calls.

Vorteile: Plug-in capability with our CRM Salesforce. It's automation capabilities have increased both our average speed of answer and speed to lead response times. We leverage the managed services relationship to help maintain our IVR and its behaviors. This is also a great resource to consult with on new projects, ideas or considerations, as well as learn from others' best practices.

Nachteile: It can be challenging to automate using processes and workflows that work directly with your CRM. I recommend you have an internal resource that's very tech savvy on all your operating systems, CRMs, contact center software applications, etc. If you don't dedicated the time, money and resources necessary, you may find the product disappointing. That said, I don't believe that's an issue with the product. Rather, the application or launch of the product.

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