Five9

Avantages

Ce logiciel nous permet de vérifier nos appels l et la localisation de nos appels entrant et sortant et de servir la clientèle.

Inconvénients

Ce logiciel n'a aucun inconvénient. Je remercie les dirigeants de ce service. Je conseille à tout le monde d'utiliser.

Avantages

I like multiple inter-connected functions bundled together within the CCaaS Five9 platform including call center UI/UX, call routing, recording, logging and analytics

Inconvénients

It is on the costly side and took some time to implement, the setup configuration guides could be a bit more intuitive

Avantages

Five9 was hands-on during the setup. Their promises stated that Five9 had everything that we needed.

Inconvénients

What we received is not what we were promised. Limited integration with Salesforce. Support quality is hit or miss.

Avantages

It provides strong reporting capabilities and an easy-to-use interface to assist track KPIs and effectively manage time. Additionally, it makes it simple to gather client feedback and manage calls without any lags, guaranteeing excellent communication during calls.

Inconvénients

While using it, I didn't run into any major problems or bugs.

Avantages

1. Very reliable software to use.
2. Very clear with the profile options to put as active and inactive.
3. No lag or issues came in between the discussions.
4. Voice mail by customers, messages are all just great features to deal.

Inconvénients

1. Issues come with deployment and number of errors.
2, There is no notification or option to receive the call, it directly auto receives the call, and the customer starts saying hello.
3. Difficulty in understanding the call history records.

Avantages

1. Easy to integrate with any ticketing tool. It is added as a plugin and is easy to use and manage.
2. You can setup from station based on Gateway or any id that you configured.
3. Proper reporting of incoming and outbound calls.

Inconvénients

1. Automatic logout from the machines if you are not there for even 5 minutes.
2. Voice quality is not that much clear and good.
3. Very slow and time taking to start in the day.

Avantages

Easy to use interface. Was able to utilize it in a lot of companies I had worked for.

Inconvénients

No cons per se. I did not notice any issues or bugs.

Avantages

1. Integeration is easy and convinient of Five9.
2. Customer support team is really helpful and provides timely resolutions.
3. Helps to grab real time records to see calls and chats.

Inconvénients

1. Laggy in performance.
2. There is no information whenever a call recieved it is automatically started and ended.
3. Sometimes we saw gaps in records data as well.

Avantages

Not much, they were great when they started but seem to have fallen behind

Inconvénients

See above answer, too many bells and whistles that did not work properly

Avantages

I like that's easy to use and integrated with a custom-built ERP, you can use webhooks, and integrated links to interact with the platform.

Inconvénients

It's too basic, and the algorithm for the distribution of calls is very flawed. You don't have a smart, context-aware algorithm

Avantages

Five9 is a great company. It provides a platform that gives different services. It is very up to date and advanced.

Inconvénients

Nothing. It is a great tool for workplaces and professional environments.

Avantages

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

Inconvénients

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?

Avantages

Tracking calls in queue, recording and live listening to active calls.

Inconvénients

Does not track number of agents on calls very well, only shows active names, not a total # of agents.

Avantages

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

Inconvénients

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

Avantages

I like the non stop call base, I really like the record button. I also like how we can transfer to the vote line with ease. No more having to hold and dial, it automatically does it for you ! Love that feature! The fact that my boss can hope on anytime if need be, or listen inn on performances is also key for our company! Great features. Great price, Great organization for our team.

Inconvénients

At times it would run slow, and we would run into tech issues with dial up system some times.

Avantages

User-friendly platformEasy to log in and get used to it.Great connection and stable call flow.Easy to keep track of time worked.

Inconvénients

It sometimes went down or blocked our accounts when login in and failed 2 times.We had to submit tickets to get our accounts unlocked which was incredibly fast.

Avantages

I liked having all the information avaliable to you right there for each client

Inconvénients

At first before auto dialing was set up at had to call each lead individually

Avantages

The ease of online dialing and being connected to your phone, monitoring calls, seeing what calls for which products are holding,

Inconvénients

It could be some extra features I guess or maybe just made it more a little user friendly

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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).

Avantages

This software it good. I am able to speak with the customers all over the world using this.

Inconvénients

None so far. I've never had any issues with this software

Avantages

Everything in one place, easy to use and build

Inconvénients

Report building is overwhelming for those who lack knowledge.

Avantages

I use five9 everyday in my work as a customer service representative. I call customer all the time and five9 is very efficient soft phone I use because it works so fast and I did not experience technical problems ever since I used it

Inconvénients

None that I can thin of in this software

Avantages

Easy to use and implement, agents and people, in general, understand how to use it pretty fast due to a simple interface.

Inconvénients

Has some limitations and needs to improve in reporting and analytics.

Avantages

I work at a call center and using Five9 has been a great experience as per we don't have to dial, it helps us saving time and generating more calls. It has an excellent reporting features that meet company's requirements.

Inconvénients

The Five9 is very complex so people who are not used to work with this kind of program will have to be trained...but once you get familiar with it won't complain at all; it's worth it!