Five9 reviews

Five9 Review

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

If you want the best...

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Five9 is a great Cloud Contact Center!

Opmerkingen: We normally have an amazing time with Five9 but when their systems go down they are really bad at communication and support during that time and that is extremely frustrating.

Pluspunten:

Five9 is a very powerful and reliable cloud contact center that helps us achieve all of our business objectives for our customers.

Minpunten:

Price and some parts of the system are still Java based. It has created issues regarding sending and receiving data because Five9 is stuck in the past with their API, which needs to change.

Hard to implement, but robust

Opmerkingen: 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.

Pluspunten:

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

Minpunten:

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

Five9: An All-Around Excellent Call Center Platform

Opmerkingen: Overall, our experience with Five9 has been very positive. The platform has helped us manage our call center more effectively and the customer service team has been outstanding.

Pluspunten:

Five9 has been an exceptional call center platform for our company. It is incredibly user-friendly and provides a variety of features that make managing our call center easier and more efficient. The customer service and technical support staff have gone above and beyond to help us get the most out of the platform and are always available for any questions or issues.

Minpunten:

While Five9 has been overall very successful for us, there have been some issues with the reporting capabilities. The reporting is sometimes difficult to understand and the options for customization are a bit limited.

Cloud Contact Center Solution for Ever Changing Business Need

Opmerkingen: Ease of deployment and expansion based on ever changing business need.

Pluspunten:

Flexibility to expand and downsize the capacity

Minpunten:

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

Too big to keep up

Opmerkingen: 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.

Pluspunten:

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

Minpunten:

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.

Use Five9 as a solution for your company

Pluspunten:

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.

Minpunten:

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

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Mature omni-channel Contact Center platform

Opmerkingen: A mature and reliable platform but loses credibility after losing the leadership position in the Magic Quadrant of Gartner for CCaaS

Pluspunten:

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

Minpunten:

Looks like a multichannel platform handling digital channels in isolated modules

Five9 is THE PLACE to go to for excellent phone communication. Easy to use, fast, and reliable.

Opmerkingen: The benefits I got from this software is a great quality inbound call service center for a reasonable cost. It is incredibly easy to learn and use regularly. Also, using the report features it gives the user, we are able to find data on each of our calls. We even give bonuses to those who consistently report high numbers in new patient calls, based off what data the report gives us. It's incredibly helpful insight to help guide us along on whether we should revamp the way we answer calls or even consider two employees on the shift at once to take calls.

Pluspunten:

I like the most how it disconnects from the complication of having a business line. There are special call center phones with setups and programs that make taking calls difficult. Five9, however, is simple. We use a pair of headphones and the software and you're set to take calls at any time! The quality of the phone communication is great and we've had a consistent, reliable beam of phone service since we started using Five9 about 1.5 years ago. The software itself is incredibly simple and easy to learn as well as being fast and efficient. It's the little things, like being able to run weekly reports on calls, and seeing if another person is waiting in queue to talk to you, that matter.

Minpunten:

There are two things I like the least: customer service and not being able to block incoming call numbers easily. On average, I have to call Five9 Customer Service once every 2-3 months about a question. The customer support employee on the other end of the line does their best, but usually they are not helpful about the specific issue. They have helped me with a 5 star-rating in some issues, but sometimes it's a 2-star interaction when they don't know what to do. It's kind of a "turn it off and turn it back on again" approach. I've had a few times where they simply don't know how to resolve the issue. They keep checking back on you, calling and sending emails several times after the issue. This is a nice sentiment, but often results in annoyance when the issue has already been settled or someone found out something on their own. The other thing I like the least and the reason I gave it 4 stars for features and functionality is that there is only one way to block incoming numbers. Many unknown numbers call our office every day and hang up immediately. We think this is an automated service or sales call which has glitched and called us. To block a number, you have to go into the manager's portal and reroute the calls. It's a complicated process.

Five9 Review

Opmerkingen: It's incredibly valuable. The Supervisor Web application is great and provides valuable performance insights out of the box. It works incredibly well with Salesforce, and Five9 also has a plethora of strategic partner options for AI, Analytics, WFM, Quality Monitoring, Social Media, etc., that add further value to Five9's CC Software. We have a standing weekly meeting with our technical account manager that helps us maintain and implement all changes necessary. Further, this individual is always available when needed outside our standing calls.

Pluspunten:

Plug-in capability with our CRM Salesforce. It's automation capabilities have increased both our average speed of answer and speed to lead response times. We leverage the managed services relationship to help maintain our IVR and its behaviors. This is also a great resource to consult with on new projects, ideas or considerations, as well as learn from others' best practices.

Minpunten:

It can be challenging to automate using processes and workflows that work directly with your CRM. I recommend you have an internal resource that's very tech savvy on all your operating systems, CRMs, contact center software applications, etc. If you don't dedicated the time, money and resources necessary, you may find the product disappointing. That said, I don't believe that's an issue with the product. Rather, the application or launch of the product.

Managing Interactions With Clients Has Never Been That Easy

Opmerkingen: You need a solution for maintaining your interactions with the clients without losing your mind? Then you need Five9. I highly recommend this platform to anyone who wants to make sure that all the customer requests are satisfied and needs all the documentation at their fingertips.

Pluspunten:

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.

Minpunten:

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.

Their Name Holds True - Up 99.999% of the Time

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

At the time, the non CRM user interface was a little dated but easy to use and reliable.

5-9 And Outbound Cold Calling

Pluspunten:

User interface is easy to use, the software takes the pain out of dialing, also you do get a high response rate since it’s always dialing.

Minpunten:

I absolutely hate the fact that I have no idea what business or who I should asking for, until after the call is answered. Sometimes if you have any hardware or connection issues it could be 45 seconds after they answer before you have any idea what the business name is. as an outbound sales agent who cold calls to build a pipeline, in my opinion you have two approaches to cold calling 1) shotgunning - otherwise known as just makinng as many calls as possible and based on law of averages you may get 1-2 prospects. If this is your business mod l then five9 is the perfect fit for your business. 2) Sniper approach - taking an intellectual approach to each call, where you know how long they’ve been in business, products/services, competitors, and other industry knowledge establishing yourself as a well informed expert. I typically use this approach and five9 has not been a good fit. IF YOU WANT TO HAVE NEXT LEVEL CONVERSATIONS WITH C-LEVEL DM’s you need to know this information before whoever answers the call. Uploaded a list of over 5,000 prospects and for some reason over the course of calling 8+ hrs a day 5 days a week For 3 months and anaverage of 150-200 - I’ve only hit 6% utilization of the list. The software seems to get call certain numbers repeatedly.

Five9 is an easy to use web-based call center platform

Opmerkingen: Much better view of what our call center was doing. Recorded calls are awesome.

Pluspunten:

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.

Minpunten:

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.

Five9 Wizard

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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

Five9 meets our Call Center needs

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

Pluspunten:

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.

Minpunten:

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

Very Effective Cloud Phone Software

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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 is the Go-To in Call Center Software

Opmerkingen: Five9 is awesome, I will forever be a fan of this call center program! Keep up the good work!

Pluspunten:

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.

Minpunten:

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.

Five9 - A suite of tools to manage your call center

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

Pluspunten:

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.

Minpunten:

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

Simple and seamless

Opmerkingen: Overall my experience with five9 has been positive, and I have benefited from using the software a lot. this have made my job easier by not having to worry about if my agents will understand how to use the soft phones or have issues.

Pluspunten:

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.

Minpunten:

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)

Easy to use, hits all the basics

Opmerkingen: They hit all of our tick-list items. We have no complaints whatsoever, and are quite pleased with Five9 as a business partner.

Pluspunten:

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.

Minpunten:

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

Great software, incredible support

Pluspunten:

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

Minpunten:

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

Very useful software for Call center business. Very customizable to your needs.

Opmerkingen: Easy of use and great customer service

Pluspunten:

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.

Minpunten:

Not much about the software not to like. So far no issues at all and fast response from engineers when needed.