Five9

Five9 Review

Commenti: 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.

Aspetti positivi:

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.

Aspetti negativi:

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.

Too big to keep up

Commenti: A stable relationship ended when other outbound dialer solutions specialized in that area became too much to pass over. We switched to Convoso and have been very happy.

Aspetti positivi:

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

Aspetti negativi:

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.

Hard to implement, but robust

Commenti: 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.

Aspetti positivi:

Once you get it going, which isn't easy at all, it doesn't quit running.

Aspetti negativi:

It's horrible to implement, the support is awful, it also uses mechanics that are impossible to understand with minimal documentation.

Use Five9 as a solution for your company

Aspetti positivi:

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.

Aspetti negativi:

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.

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

Commenti: 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.

Aspetti positivi:

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.

Aspetti negativi:

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.

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

Aspetti positivi:

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!).

Aspetti negativi:

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.

Works for Small Businesses

Commenti: 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

Aspetti positivi:

Easy to use as a standalone, web-based inbound and outbound calling tool, good reporting capability and monitoring

Aspetti negativi:

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

Aspetti positivi:

Nice integration with salesforce. Being able to leave notes right after a call is helpful. I like the call disposition functionality.

Aspetti negativi:

It's clunky. The phone lines just flat out wouldn't work sometimes.

Jenelyn Review

Commenti: Its very convenient to taking contacts and manage the all contacts

Aspetti positivi:

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

Aspetti negativi:

There's a some of bug there's having a lagging and sometimes late a response to the customer

Great VOip Option

Aspetti positivi:

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.

Aspetti negativi:

WORKING IN A CALL SENTER FOR SEVERAL YEARS.

Pretty pleased overall!

Aspetti positivi:

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.

Aspetti negativi:

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).

For remote customer support employees

Commenti: Reliable software for remote technical support work.

Aspetti positivi:

Reliable software for remote technical support work. User friendly. I learned the principal functionalities in a couple of hours.

Aspetti negativi:

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

Commenti: 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.

Aspetti positivi:

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.

Aspetti negativi:

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.

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

Aspetti positivi:

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.

Aspetti negativi:

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.

Take Your Call Center to the Next Level

Commenti: Five9 was a huge investment into our call center.

Aspetti positivi:

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

Aspetti negativi:

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.

Their Name Holds True - Up 99.999% of the Time

Commenti: 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.

Aspetti positivi:

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.

Aspetti negativi:

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

Aspetti positivi:

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.

Aspetti negativi:

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

Commenti: 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.

Aspetti positivi:

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.

Aspetti negativi:

Connection issues cause frequent system issues. Dropped calls and missing call recordings are common issues.

Five9 meets our Call Center needs

Commenti: Custom service is helpful and goes above & beyond to help get my questions answered.

Aspetti positivi:

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.

Aspetti negativi:

Outbound calls are not recorded. System does not integrate with our current intake database (salesforce).

Very Effective Cloud Phone Software

Commenti: 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.

Aspetti positivi:

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.

Aspetti negativi:

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

Commenti: The company uses Five9 as out telephone services. Can received calls and make calls Five9 lets you know about your internet strength.

Aspetti positivi:

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.

Aspetti negativi:

Five9 integrates with Zendesk, If zendesk doesn't work neither does Five9

Five9 - A suite of tools to manage your call center

Commenti: Very happy with Five9. It's allowed us to scale our internal call center

Aspetti positivi:

Not only does the Five9 platform have great VOIP features, it also has a great set of manager tools to monitor and audit calls. The call center can run smoothly with its wide variety of utilities.

Aspetti negativi:

The manager application is still a java app. Its 2019, everything should be web-based.

Not So Great, Pass if You Can

Commenti: It has not been a great one, but unfortunately my company requires its use. I am not satisfied with the overall functionality of the application and am highly disappointed in the call transferring capabilities.

Aspetti positivi:

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.

Aspetti negativi:

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.

Five9 - Cloud Based Phone

Commenti: This was a very good, affordable option and has excellent reporting availability. It does not have great connectivity.

Aspetti positivi:

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.

Aspetti negativi:

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.

Very happy with Five9

Commenti: In general, very happy. For a cloud based provider, I'm not sure anything else out there would do a better job of meeting our needs.

Aspetti positivi:

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.

Aspetti negativi:

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.