Über Five9
Five9 ist eine All-in-one-Cloud-Kontaktcenter-Lösung für Inbound-, Outbound-, Blended- und Omnichannel-Kontaktcenter.
Mit der praktischen KI von Five9 können Mitarbeitende Kundenerlebnisse über Telefon, E-Mail, Chat, Mobilgerät, Social Media und mehr anbieten.
Der KI-gesteuerte Five9 Engagement Workflow verwendet NLP und intelligentes Routing, um Kunden mit dem richtigen Mitarbeitenden zu verbinden, während Five9 Genius Kundenabsichtsdaten ableitet, um Mitarbeitenden die Anleitung zum nächsten Schritt bereitzustellen, bevor sie das Telefon abheben. Vier einstellbare Wählmodi überspringen Nicht-Antwortende und Besetztzeichen, um die Sprechzeit von Mitarbeitenden zu verdreifachen.
Das IVR von Five9 mit Spracherkennung kann für häufige Kundenanfragen verwendet werden, um Mitarbeitenden mehr Zeit für hochwertige Interaktionen zu geben. Überwache, analysiere und berichte über die Leistung des Kontaktcenters mit Echtzeitmetriken und Dashboards und synchronisiere alle Interaktionen mit CRM automatisch.
Das Kontaktcenter ist innerhalb weniger Tage einsatzbereit und kann je nach Geschäftsanforderungen skaliert werden.
Five9 Preis
Five9 bietet keine Gratisversion und keine kostenlose Testversion.
Alternativen für Five9
Five9 Erfahrungen
Funktionsbewertung
- Branche: Design
- Unternehmensgröße: Selbstständig
- Wöchentlich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Five9 Review
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.
Vorteile
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.
Nachteile
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.
- Branche: Krankenhausversorgung & Gesundheitswesen
- Unternehmensgröße: 10’000+ Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Cloud Contact Center Solution for Ever Changing Business Need
Ease of deployment and expansion based on ever changing business need.
Vorteile
Flexibility to expand and downsize the capacity
Nachteile
Lack of Coverage and Support in certain region and countries outside US.
In Betracht gezogene Alternativen
Avaya UCaaSWarum Five9 gewählt wurde
Global Strategy to reduce footprint for on-premise solutionZuvor genutzte Software
Avaya UCaaSGründe für den Wechsel zu Five9
Cloud Solution
- Branche: Gesundheit, Wellness & Fitness
- Unternehmensgröße: 501-1’000 Mitarbeiter
- Täglich für 1-5 Monate genutzt
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Quelle der Bewertung
Easy to use but Crashes Constantly
Overall there is more reliable call center software out there besides Five9. I would prefer to use software that was more difficult to use and would require more instruction than an easy to use software like Five9 that is less reliable with its glitching, freezing and shutting down.
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.
Antwort von Five9
Hi Cora, thank you for sharing your feedback. I've notified your enterprise sales director and he should be reaching out to you shortly to see if he can assist.
- Branche: Telekommunikation
- Unternehmensgröße: 201-500 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
Easier than Avaya
It is a lot better than our prior software of Avaya. Once you get used to it, it is very easy to use.
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.
- Branche: E-Learning
- Unternehmensgröße: 201-500 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Use Five9 as a solution for your company
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.
