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.
Angelina V. Branche: Restaurants Mitarbeiteranzahl: 501-1.000 Mitarbeiter
Five9 works excellent for incoming calls, voicemail, call records, ability to leave notes on calls, set callbacks, and search session history. Caller ID is a plus as well. When incoming calls come in the callers info I'd populated and set location configured with other software to link up with.
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.
I can't think about any con's with using this software. I have zero complaints. I reccomend using this software to anyone.
Antwort: Five9 17.12.2019
Thank you so much for taking the time to share your experience with others on this peer review site. We are happy to hear you have had such a great experience with us at Five9. Thank you again for your time.
Kimber C. Branche: Verbraucherdienste Mitarbeiteranzahl: 1.001-5.000 Mitarbeiter
The overall experience is great as you can focus on running your business rather than fighting with software. The multiple modes of dialer is extremely helpful too.
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.
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.
Antwort: Five9 14.10.2019
Hi Kimber, thank you for taking the time to share your review here on Capterra. We are so happy to hear that you are having a great user experience, thank you for being part of the Five9 family. Please do not hesitate to reach out to us if we can be of any further service.
Customer Advocacy Manager
Selena G. Branche: Rechtsberatung Mitarbeiteranzahl: 51-200 Mitarbeiter
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.
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.
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.
Christopher M. Branche: Marketing & Werbung Mitarbeiteranzahl: 11-50 Mitarbeiter
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.
Once you get it going, which isn't easy at all, it doesn't quit running.
It's horrible to implement, the support is awful, it also uses mechanics that are impossible to understand with minimal documentation.
Max S. Branche: Telekommunikation Mitarbeiteranzahl: 11-50 Mitarbeiter
Overall five9 is one of the leaders in the space and my experience with it has been great
This cloud contact center has the best dialing features for sales teams, so if you are looking to make more sales with your team and in search of a CCaaS platform for this a good one!
The only issue I have with five9 is the admin is not the easiest to manage, and I don't like that it is not web-based it requires java to run.