Five9 – Bewertungsseite 3

Vorteile

Five9 is the dialer that we utilize for our business. It allows multiple agents and multiple locations to be added. It is a great way to manage your calls and data with the many reports available.

Nachteile

Five9 is user friendly for the agent but not so much for the administrator. Running reports takes some time to make certain the correct data is pulled. There are many features, but you must self teach in order to utilize them, which can be time extensive.

Vorteile

What I like about the software is because it is not the conventional type, the uniqueness and the effectiveness is beyond measurable. This has a personalized report that ran's periodically with realtime monitoring and realtime stats report. These are just few from the many features that the software is capable of doing. I am very pleased.

Nachteile

Software is vulnerable to malfunctions and bugs, but how they solve the issue is what makes it the best.

Vorteile

Its easy to use. Easy call transfers. Soft phone compatible. Built in voicemail. Contacts folder is easy to use.

Nachteile

Always down. Constant network issues. Voice quality has gone down. Customer service is a bit of a joke.

Vorteile

The application is an excellent tool for calls processing, it also makes it easy to handle the job

Nachteile

it takes too long to start and some features are confusing.

Vorteile

Easy to use, customer support and tech support is incredible!

Nachteile

Reporting isn't very easy to figure out, without having to get Five9 support.

Vorteile

This call manager is one of the best that I have seen in a long time. Its very user friendly and reliable.

Nachteile

There is nothing that I did not like about this software to be honest.

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

Vorteile

I love the reporting capabilities in Five9. After working with Cisco for the past 3 months, I've realized how much easier and customizable the reporting tools are in Five9.

Nachteile

The functionality could be a little bit better. Being able to toggle between calls when you put a client on hold is a MUST and I'm shocked it's taken this long for Five9 to address this issue. And as much as I love the reporting capabilities, sometimes interpreting the data is not the easiest and customer service does not provide you with any help. An example would be running two separate reports on the same data, but acquiring different results. Data often does not match when it should.

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.

Vorteile

Five 9 is easy to us. You can customize it however you want. Adding additional phone numbers or agents is a snap. The account managers we have been assigned have been great. The people they assign to you durning deployment were extremely knowledgeable.

Nachteile

Call statistic data only saved for 60 days. Should have a way to save all data locally or keep it on their server for at least 2 years. Makes trending difficult. You can export reports but if you didn't know you need something and then the 60 days have elapsed you are out of luck.

There should also be a way to use the administrator functions on the web via a java applet. It would help out being able to make emergency changes on a cell phone.

Vorteile

One of the best feature of this software is that it allows you to download a plug-in to your browser, so that way one can multitask will effectively helping customers.

Nachteile

The software uses a lot of RAM. So you have to make sure you use at least 8 gigs.

Vorteile

With appropriate number of licenses, it is relatively easy to add and remove users, dispositions, and simple scripting.

Nachteile

If you want to make the scripting look good to include pictures, HTML is needed.

Vorteile

I like that you can customize this software to meet your individual needs. It's very easy to set up a campaign, customize reports and to train the agents on using the software. I work in a correctional industry and I was very surprised at how easy it was to secure the software to meet the Department of Corrections security needs.

Nachteile

This software price is on the high end of the spectrum.

Vorteile

Better than most phone software we have used in the past. Integrates well with salesforce.

Nachteile

Reporting feature could be easier to use, the learning curve is a bit steep. Acts kinda like Salesforce reporting but not as flexible.

Vorteile

The centralized management of incoming and outgoing calls is a real plus that FIVE9 offers to its community beyond sending SMS.

Nachteile

There are some bugs to perform some actions.

In Betracht gezogene Alternativen

Zuvor genutzte Software

Vorteile

Live agent Agent status monitoring and call distribution based on rules.

Nachteile

Slight delay in call recording and transcript linkage to cases.

In Betracht gezogene Alternativen

Vorteile

the software is user friendly and does not need much technical knowledge to install and setup. The dialler even loads faster compared to other software that offers softphone option.

Nachteile

the only disadvantage is since the software works using the internet, the reliability of the connection depends on the internet speed.

Vorteile

I like being able to see that there is a call coming in and being able to edit the call information on the platform. Having the option to put clients on hold and view the time the call is on hold is plus

Nachteile

The caller id is not always accurate, especially when calls are being forwarded from physical office locations. Being able to seamlessly transfer clients without hiccups takes a lot of memory use, because of wordage. I also did not like the necessary reboots in the middle of a shift or call.

Vorteile

Excellent platform all kinds of support affordable easily scalable

Nachteile

not very much at all other than the odd outage but that hasn't happened since I first used the software

Vorteile

The integration with salesforce is unmatched

Nachteile

not being able (or the IT dept) to adapt it to old CRM.

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.

Vorteile

Good call routing engine, and really easy to use reporting module. The dashboards are useful for viewing on a larger screen.

Nachteile

Theres no database access, so reporting metrics are limited to what is programmed into the system. Five9 allows you to work around this by downloading CSV files to calculate what you need.

Vorteile

The supervisor screen, ease of campaign builds and changes, and reporting access.

Nachteile

Customer service is a bit slow and never know who you are going to get.

Vorteile

I like that it is cloud based, which allows me to be mobile with my call center. We live in Florida and have had to evacuate the office for a hurricane, but my teams were able to login from the safety of their evacuated places and continue to offer support.

Nachteile

I feel like the reports are sometimes confusing.

Vorteile

Once you get past the learning curve I love how easy it actually is to use. It is pretty seamless into my day.

Nachteile

I do not like how easy it can get lost in the multiple tabs of my web browser that I have to use each night. You also have to make sure you are careful in changing your call status and that it sticks.

Vorteile

As an appointment setter specialist, Five9 always saves the day. It is the most reliable and cheapest VoIP service provider in the market, not to mention their dedicated customer service support available 24/7.

Nachteile

Sometimes, the extension crashes all of a sudden and after which you need to reconfigure the set-up.

Vorteile

Its an automatical dialer that will get your sales people hooked up to calls. I have nothing else positive to share, ehich is sad.

Nachteile

Most sales people could make many more dials working manually. The five9 team made alot of promises and didnt deliver on them. The salesperson seemed knowledgeable and high level but frankly was just very good at rebuttals and telling the customer what they wanted to hear. When it got time to purchase and use the software there were a number of items that just werent true or left out:
Easy training
Easy startup
Ability to leave voicemails automatically (tech person setting us up was adamant about us NOT using this).
Left out that we needed to buy lines
Left out that it would be more money to have local numbers.

Additionally, these guys bill you for an extra month after you cancel. The no contract contract or month to month, is in fact month to every few months. Talking to management about Coming ip with resolutions or not paying for services unrendered has been ridiculous.

Vorteile

As a contact center, we rely on Five9 to connect us with our customers. We appreciate the up-time, call quality and the overall flexibility of the system.

Nachteile

When the occasional outage occurs (not very often), it would be nice to have answers more quickly. I'm not sure there is much Five9 could really do about this. Since they support customers remotely and they have a large base, it's never going to be perfect. Generally they do a very solid job, sometimes it's just slower than you'd like it to be.
The only other thing I'd note, is that we frequently have to pose our own solutions to our business needs. Five9 can generally support some sort of a solution for any business need we have, however sometimes we have to be creative and come up with our own solutions within their tools.

Vorteile

I like how easy it is to utilize, and the ability to quickly start using the service once it has been installed on a desktop.

Nachteile

Very rarely will have outages where the whole system is not functional and you can not receive or take calls for a long duration. (has only happened four times in the six years I have been utilizing)

Vorteile

Easy to use and install. No need to install over and over.

Nachteile

Sometimes update sucks. Usually hard to use after the update.

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.

Vorteile

Able to set up different call campaign to your needs on your delinquent customer. You can call the more delinquent customer first, do a no call campaign and set up the dialer to call the homeowner how every many times you need to. The dialer will remove disconnected call so that you not calling them over and over again during the campaign. The reports were very helpful when trying to see what or how many call were made by the employees.

Nachteile

It was hard to understand some of the employees at the helpdesk. You were not able to know how many passes you made on a call. The reporting was complicated on this information.

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. I was always able to find the reports I needed. Anyone can log into Five9 from anywhere b/c it's cloud based.

Nachteile

The phone quality was a bit lacking. There was a 2-3 second delay between patient answering and connecting to the agent. We lost quite a few prospects b/c of this. The program was VERY picky about the types of Java that were installed. You had to pay very close attention to this or it would not work.

Vorteile

This is great for smaller call centers. Very user friendly and easy to navigate. The thing I love about five9 is the information you can gather on your call floor. There are tons of stats and pie charts that depict the type of calls your taking and how long things are taking. It's a great place to start because it can inspire you in ways that you might need to grow as a company.

Nachteile

I don't know that this would be the best option for a large call center, though it could be! This software is very dated though. It could really use an update.

Vorteile

The software allows for flexible management of IVR and agents. Even a small call center environment can benefit from the better visibility and control offered by Five9. On a short deadline, Five9 was able to configure and implement the solution to meet our urgent requirements. Also, the tools are easy to operate, lessening the dependence on support after implementation.

Nachteile

The software GUI could use some updating. This doesn't affect the functionality or ease of use, but the administrative tool especially feels dated.

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).

Vorteile

the quality of the call was always good, never crackley

Nachteile

they layout was difficult to navigate sometimes

Vorteile

I liked the features that they offered to my company.

Nachteile

It seems very outdated and when we left them, we had to pay to get our call records. ?!?!?!

Vorteile

Let's be honest, the KPI's for contact centers vary little across industries - we need to be present for our customers and opportunities, and in a timely manner. Five9 hits all of the basics and more with their services, and are partnered appropriately should you desire to go beyond the norm.

Nachteile

No complaints - Five9 gets it done without fail, month after month after month...

Vorteile

The software is easy to use and user friendly. callers are easy to understand because of the good quality of the audio.

Nachteile

setting is to complicated to understand.

Vorteile

There will be updates that are not automatically sent in. So sometimes the system is buddy or glitchy.

Nachteile

All the updates that the software goes through. At times when you are in the middle of the work day, it will glitch during a call.

Vorteile

I can see what I'm calling it there is no information imputed by opening the phone number in Google.

Nachteile

I don't like that you can see how many calls you have taken but you can't see your talk time . I have to manually add it up.

Vorteile

Easy deployment to teams, great set of features and options for automated dialing and for supervising of calls, including live monitoring.

Nachteile

The only downside is that the PC clients require Java for running, which sometimes is an annoyance to manage, having to make sure you have the correct version installed.

Vorteile

I have used this at 3 separate companies and there isn't a complicated learning curve and their help section is very detailed with extensive training modules that you can reference easily.

Nachteile

The one thing that I'm not thrilled with is the `Supervisor area. It's cumbersome to try and sort the view and it would be nice if there was a find feature so I can locate an agent without resorting everything by name and then re-clicking a dozen times to put everything back.

Vorteile

Easy to load and log in easy to make and accept calls

Nachteile

Doesn’t keep track with time and lags all the time

Vorteile

It's easy to multitask while using this. You can look things up on the internet while you're talking with a customer. It also helps you remember who you have to call manually and when.

Nachteile

I wish it had a bigger alert letting you know when you're muted or not. It's very bad to think you've lost a call when one side or the other was just muted. You potentially leave a cell.

Vorteile

Honestly, I love everything about this software- It is easy to use and easy to learn. Navigation is simple and I love the fact that the team was so willing to help me learn as when I started using this program I had many questions.

Vorteile

Five9 did an awesome job of allowing my company to run our call center from the comfort of each employee's home office. They have several servers throughout the country, so theoretically if one went down, the others could pick up the slack.

Nachteile

Each time customer service was contacted, no matter the issue, we were always told it was user error, computer error, or internet error. It was never their fault, even when employees from different states were experiencing the exact same issue and had nothing else in common. They were frustrating to work with. Also, they had a number of features that promised us great things, such as emailing from the platform with email history or the chat feature. Neither worked correctly in the full year we used them.

Vorteile

It is easy to transfer calls and accept calls

Nachteile

Sometimes I can’t tell which number the call is coming from

Vorteile

Their solution has a very robust set of features to handle both inbound and outbound ACD needs. Salesforce integration as well as API integrations. They also have good deep reporting.

Nachteile

Their outbound dialing offering is more mature than their inbound calling solution. Although we can do plenty of great things on inbound calls there are times where it takes a lot more work to do things that are easily done on other platforms.