Five9 – Bewertungsseite 2

Vorteile

Flexibility to expand and downsize the capacity

Nachteile

Lack of Coverage and Support in certain region and countries outside US.

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.

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.

Vorteile

Easy to transfer calls and check recordings.

Nachteile

Customer information record in five9 are not accurate

Vorteile

The ease of online dialing and being connected to your phone, monitoring calls, seeing what calls for which products are holding,

Nachteile

It could be some extra features I guess or maybe just made it more a little user friendly

Vorteile

Five9s platform was very dependable. The support teams were top-notch.

Nachteile

We primarily used Five9 for outbound call center. The bare functionality was there but it was not a product that was meant for this purpose. New challenges like spam mitigation and answering machine detection were severely lacking. So much so that our rep provided us outside services to help with Spam mitigation at a great cost and in such a way that was virtually impossible to admin from their interface.

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.

Vorteile

User interface is easy to use, the software takes the pain out of dialing, also you do get a high response rate since it’s always dialing.

Nachteile

I absolutely hate the fact that I have no idea what business or who I should asking for, until after the call is answered. Sometimes if you have any hardware or connection issues it could be 45 seconds after they answer before you have any idea what the business name is.

as an outbound sales agent who cold calls to build a pipeline, in my opinion you have two approaches to cold calling
1) shotgunning - otherwise known as just makinng as many calls as possible and based on law of averages you may get 1-2 prospects. If this is your business mod l then five9 is the perfect fit for your business.
2) Sniper approach - taking an intellectual approach to each call, where you know how long they’ve been in business, products/services, competitors, and other industry knowledge establishing yourself as a well informed expert. I typically use this approach and five9 has not been a good fit. IF YOU WANT TO HAVE NEXT LEVEL CONVERSATIONS WITH C-LEVEL DM’s you need to know this information before whoever answers the call.

Uploaded a list of over 5,000 prospects and for some reason over the course of calling 8+ hrs a day 5 days a week For 3 months and anaverage of 150-200 - I’ve only hit 6% utilization of the list. The software seems to get call certain numbers repeatedly.

Vorteile

Easy to use, easy to setup, features & functionality, cloud solution, supervisor desktop, browser adaptor

Nachteile

Wallboard feature to share data as a link is required
New Integrations with newer brands are required
customizations take longer to build

Vorteile

smooth interface, works great in firefox, edge and chrome

Nachteile

would like to see a mobile app for five9

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).

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.

Vorteile

This software it good. I am able to speak with the customers all over the world using this.

Nachteile

None so far. I've never had any issues with this software

Vorteile

What I like most about five9 is its reliability. I don't have to worry about its software glitching or failing on me. I love how easy it is and it allows you to set call backs.

Nachteile

I can't think about any con's with using this software. I have zero complaints. I reccomend using this software to anyone.

Vorteile

Everything in one place, easy to use and build

Nachteile

Report building is overwhelming for those who lack knowledge.

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.

Vorteile

Easy of use and deployment with cloud contact center platform. Specialized in dialer and outbound functionality

Nachteile

Advance technology on analytics and AI related needs to be included

Vorteile

I use five9 everyday in my work as a customer service representative. I call customer all the time and five9 is very efficient soft phone I use because it works so fast and I did not experience technical problems ever since I used it

Nachteile

None that I can thin of in this software

Vorteile

The software itself is easy to use after some brief training time. It is very easy to receive inbound calls and there is a easy to recognize sound when a call is coming in and outbound calls are easy to make in the dialer. There are many ways to customize the user experience by adding different 'roles" for employees that are using the software. This way you can customize which employees receive what calls based on their department and what they are trained to handle.

Nachteile

The software crashes A LOT. As a user I have had the software crash multiple times while I was in a chat, on a phone call with a customer or in the middle of writing an email. I have had the software freeze during a chat and then log me out of the system.

Vorteile

We run a small call center for our clinics, all of our patient calls are routed to our call center. Five9 is our call center software and we love it. Five9 is so easy to use, our team learned the system in under an hour. The reports available in the system have helped us track our progress. The statistic reports have been instrumental in our goal planing process.

Nachteile

When we need customer service we often have to leave voice mails and wait for a call back. I would really help if we could get a live person right away when needed.

Vorteile

Easy to use and implement, agents and people, in general, understand how to use it pretty fast due to a simple interface.

Nachteile

Has some limitations and needs to improve in reporting and analytics.

Vorteile

What I like most is that integration to speak to customer and third party seller on a given interaction.

Nachteile

I feel like your software is missing a performance report.
We notice there was an issue with audio on majority of our interactions.

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!

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.

Vorteile

This is the software I use to do my job daily. I've used it for over 3 years now and it is exceptional. It hasn't lead me wrong at all and even at times I have a slight issue, the tech support is superb and very helpful, patient and kind. I wouldn't be able to do my job and keep my job if this wasn't such a great software program.

Nachteile

Only thing i can say I dislike about it would be not being able to enlarge font during chat usage, but it's such a minor thing that I don't even notice and someday it will probably be changed as well.

Vorteile

It is great that I can sign in fairly easily when first accessing the application, it loads quickly but that is about where the praises end.

Nachteile

The software is clunky, it is hard to find what you need when using it, even someone like me who has used it for a while now. The transferring feature almost never works, and connecting to microphones and headsets is almost beyond impossible when first logging in. I need to mess with the settings for a good five minutes before I am able to do anything.

Vorteile

How easy it is to get started and the tools that they offer you to customize the skills, teams that you need, to keep it organized and generate better reports.

Nachteile

It would be better if Five9 could add some options to keep the historical data for more time or at least select what set of data can be stored longer.

Vorteile

works as a dialer should. easy visibility to what the Agent is currently doing or has done throughout the day. easily customizable (Supervisor screen). Tons of reports available without having to customize. Able to customize the Agents screens with fields available. Very little downtime or issues & have the ability to activate GR fairly quickly. always are aware of any maintenance & downtime expected (a couple of weeks notice normally)

Nachteile

sometimes following up on open tickets take longer than it should. Accessing an Engineer is not always easy. Limited to customize some screens. If there are issues, difficult to find out as not very forthcoming of information

Vorteile

User-friendly. The user-interface is very clean and utilitarian.

Nachteile

Options for customizing the user-interface is non-existent. Ver. 10.0.1 is only almost 2 inches wide and even if you enlarge the window, it stays the same width. Closing one of the associated windows of the crm program would also close down the five9's window. Although not really work impacting, it would really be helpful if there were options for the actual display of the UI

Vorteile

The ease of deployment was key. We had experienced a catastrophic failure of our older telephony system and the Five9 team stepped up and deployed a FAR SUPERIOR solution in record time. Afterwhich, it just worked...

Nachteile

There is not much to find fault with. Earlier I marked it as 5 stars across the board --- that says it all.

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.

Vorteile

Easy to use, easy to transfer, simple way to make mass dials.

Nachteile

This tool has stopped working a few times and others the quality of sound has been off. Like robot voice sounding. When its working it works well, but big dog falls hard. Usually have to restart the computer and SFDC when it malfunctions. In some cases it asks you to re-download software that is already on your computer.

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.

Vorteile

This software is being used by the whole company to monitor the sales and customer service agents. Call recording has been a masterpiece for our Quality associates.

Nachteile

I haven't used all of the features. So far, I haven't experienced any major issues with this software.

Vorteile

The ease of use and functionality is great for the business, specially we are an online security company.

Nachteile

for nearly 4 years of use, I haven't really encountered any cons about this software

Vorteile

Five9 support is fantastic, and the UI intuitive enough for the majority of our managers and directors to pick up relatively quickly. We use NICE Engage as well, and this platform is far superior.

Nachteile

Five9 has not been as widely adopted within our managers as WalkMe had been amongst our general users. The UI is easy to use, but could use some updating.

Vorteile

Speeds up outbound dialing exponentially and when we first got it it worked seamlessly. Ease of use and has a good amount of reporting tools and features that make doing statistics a breeze.

Nachteile

We have been having session expires and forced logouts non stop everyday and it has added a lot of stress to me as a business owner, the tech team at five 9 have made us do so much work doing screen captures and saving all kinds of logs and recording sessions that i feel like im doing their job for them, We have even been accused of "lying" and "making up these problems" which makes no sense as it has hampered the success of my business. if they could just fix these technical issues we would have no complaints but its has been a nightmare doing so.

Vorteile

Five9 will help you monitor calls and track your call volume. If you're a call center, this system will help you receive calls more efficiently, track the outcome of calls, and improve your call center's performance. It has excellent reporting features and it's customizable to meet your company's specific needs.

Nachteile

You need to know a little about the system before you can go in and change settings. It's not as intuitive as some of the other basic systems, but then, it's not a basic phone system. Five9 does not offer voicemail extensions. That's not what it's designed for. I do wish that we could get our phone extensions from them.

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.

Vorteile

Five9 has a good system of organizing calls, including missed calls, voicemail, reminders, etc. I am able to track my calls and average handling time right on the main screen which helps with meeting my goals.

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). There have also been random occurrences of my mic/audio cutting out, requiring a browser cache/cookies clear and restart to fix.

Vorteile

I liked the automated dialer and ease of use for the call center

Nachteile

The dialer would work 80% of the time and then it would go down. It would interfere with the teams productivity and overall daily goals.

Vorteile

Using this software we were able to increase communication between employees and their manager. By posting anywhere from 1 to 3 questions per week, managers could get a quick finger on the pulse of their department.

Nachteile

Not really against the software, but initial buy-in and participation was low (until made mandatory). After about two months of consistent submissions and replies though people were bought into the software and new feedback process.

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.

Vorteile

It's extremely easy to use. definitely cuts down the steps it takes to make a phone call. Recording a call is extremely easy and I enjoy the simple interface. Tracking is key.

Nachteile

I have noticed a lot of down time, call drops and fuzzy voice. If your computer is running slow, you cannot interact with the system. Customer service takes a while.

Vorteile

I liked the versatility the most. Any feature we could come up with, they had already ready to go.

Nachteile

I with the GUI was a little better. It wasn't flashy, which isn't really important, but could be better.

Vorteile

Five9 is the only reliable Call Center Software available. Quality of audio and recordings are very good. Cloud based program. Customer Support team is very good

Nachteile

Maintenance and updates are frequently done, that cause the software to be unavailable. Disconnection issues are very often.

Vorteile

User-friendly platformEasy to log in and get used to it.Great connection and stable call flow.Easy to keep track of time worked.

Nachteile

It sometimes went down or blocked our accounts when login in and failed 2 times.We had to submit tickets to get our accounts unlocked which was incredibly fast.

Vorteile

The great look and feel along with the ease of use in the Salesforce - Five9 Integration.

Nachteile

I do not have any downsides to point out for this software just yet. I still continue to use it in a daily basis.

Vorteile

It is easy to use and pulls up customers information easily.

Nachteile

It does not always pull up information or give correct customer information. Can sometimes freeze or lose connection during a call.

Vorteile

We absolutely love how powerful the reports are, such as call volumes & statistics. this allows us to keep up with our agents at any time and it has lead to a massive, consistent increase in productivity.

Nachteile

Some reports may take some time to populate & export, but even with this minor delay, Five9 is one of our top choices in software. We absolutely love using it.