Five9 Erfahrungen

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

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

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

The accessibility and the fact it’s a hands on easy navigational program .

Nachteile

The fact it doesn’t have a phone line dial addition it’s a bit hard as we must use another app to be able to call and receive calls

Vorteile

Flexibility to expand and downsize the capacity

Nachteile

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

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

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

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.

Vorteile

Easy of management, reliability, good performance, Voice IVR capabilities and rich voice features

Nachteile

Looks like a multichannel platform handling digital channels in isolated modules

In Betracht gezogene Alternativen

Talkdesk

Gründe für den Wechsel zu Five9

Sales approach and support

Vorteile

It is very easy to use in comparison to other similar products.

Nachteile

There are too many packages to choose from in terms of what you get out of it. They should condense it.

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

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?

Vorteile

I've been using Five9 for quite a while for managing all my interactions with clients via different means. Things are easier with centralized reporting. The best aspect of Five9 is that it is cloud-based, so you have no confusion with your documentation. The platform's setup is quite simple, you don't have to be some IT-wizard of Oz to get into it. But even if you can't, you can contact Five9's technical support – their managers can solve basically anything.

Nachteile

I can hardly find something to complain about Five9. Even if I had some complaints with them not being up to the minute, I would have been too late with posting it, as the platform is updating constantly. The only thing that I can complain about is the notification, as they pop up in the middle of the screen, but that's more of slight irritation, rather than some major flaw to be pointed out.

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

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

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

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

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

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

Five9 allows remote agents and call centers alike to track their inbound calls, outbound calls, auto dial out, record those calls for quality and regulatory purposes, live monitoring, live coaching, etc. It truly makes all telesales operations possible AND support operations run smoothly.

Nachteile

When pulling a call recording in Five9, I do wish there was a way to adjust the speed of the recording and jump to timestamps in a more efficient way.

Vorteile

Five9 provides the best ease of use I have seen in call center software. I love the monitoring features and ability to pull reports on all of my representatives. Another pro of Five9 is the reliability, this program almost never crashes!! Even when we are performing with full capacity, it never lets us down.

Nachteile

As with any program there is always room for improvement. When pulling reports in the program, sometimes the numbers seem to be skewed. I wish it had an explanation on how it computes the metrics.

Vorteile

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.

Nachteile

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

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

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

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.