Five9

Avantages

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.

Inconvénients

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.

Avantages

I liked the way it worked and when opened the functions it provided

Inconvénients

Five9 was the most difficult program I have ever had to install on my desk top . And then when I closed for the night it took a mountain moved to open it up daily

Avantages

It easy to get an survey or feedback to the customer and also to monitoring the all contacts and posted a notes to the conversation

Inconvénients

There's a some of bug there's having a lagging and sometimes late a response to the customer

Avantages

So I like how simple the platform is overall. It’s not complicated at all, which is ideal for business applications.

Inconvénients

Now, I believe it has a few issues that, if resolved, would be fantastic.

Just to mention one or two, you can be in a call and get kicked out for no reason. Also, even after months of use, when you try to access it, it says it needs to be downloaded again. It also freezes during calls, which makes it a little difficult to deal with.

Avantages

The Five9 University really helped all the users in my company, so when Five9 actually roled out, they were like true pros. I love how you can monitor calls, listen to call recordings & download them.

Inconvénients

Honestly nothing really. Compared to the old phone system we used previously; this is night & day.

Avantages

Easy to use and with a great reporting system to keep track of KPIs and time management, and best leads tools for call cal ca; calling og prograded.

Inconvénients

WORKING IN A CALL SENTER FOR SEVERAL YEARS.

Avantages

If the call drops I have the telephone number to call back. It also give the queue volume which lets you know how long the client is waiting.

Inconvénients

Five9 integrates with Zendesk, If zendesk doesn't work neither does Five9

Avantages

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

Inconvénients

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

Avantages

It has sophisticated routing and queueing capabilities and it has real time monitoring features. The API of Five9 integrates the CRM into the businesses systems.

Inconvénients

The systems with integrated API require a lot of maintenance, because of the newer versions.

Avantages

chat AI feature is very awesome and easy to use! overall great product

Inconvénients

no cons at this time, Five9 works great for what we need.

Avantages

Five9 ofrece una gestión integral de centros de atención telefónica, brindando herramientas avanzadas de grabación, supervisión y seguimiento de llamadas, lo que mejora la calidad del servicio al cliente y facilita la toma de decisiones basada en datos.

Inconvénients

La configuración y personalización del software requieren tiempo y conocimientos técnicos

Avantages

Bom gostei do sistema fácil de usar , tem bastante recursos

Inconvénients

bom as vezes o sistema fica fora do ar mas volta rapidamente.

Avantages

Easy to integrate with Salesforce Call center.

Inconvénients

N/A. It functions as needed. Pricing is fair

Avantages

Ofrece una gran cantidad de características y funciones que otros no contienen, su soporte es rápido y eficiente a comparación de otros aplicativos de este tipo.

Inconvénients

Deberían mejorar su conocimiento ya que el primer nivel de it no soluciona la mayoría de las fallas

Avantages

Su herramienta para campañas entrantes y salientes esta muy bien establecida, es una herramienta intuitiva.

Inconvénients

no tengo queja alguna de esta herramienta.

Avantages

I like it a lot because it's easy to use with good, fast and efficient support. It has lots of advantages in terms of functionality and also in terms of price.

Inconvénients

I like it but customization is difficult and takes time

Avantages

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

Inconvénients

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.

Avantages

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

Inconvénients

Looks like a multichannel platform handling digital channels in isolated modules

Alternatives envisagées 

Pourquoi passer à Five9

Avantages

Voicecall plays a vital role in our job since this is where our operations revolve and how we resolve our customer's concern. I could definitely say that Five 9 is an effective softphone where calls are effectively monitored and delivered to us. There are also seldom reports of tool problem when it comes to this platform, it's performance is deliberate and helpful in making sure our workflow is smooth.

Inconvénients

One enhancement that can certainly be helpful to users and management is if the tabs used are smaller and if the call history can be overviewed through hovering through the icons. Without having to leave your current call. This way you may check on other variables from five 9 even though the softphone is minimized.

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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.

Avantages

Easy to use as a standalone, web-based inbound and outbound calling tool, good reporting capability and monitoring

Inconvénients

Records are only retained for 60 days and this encompass both reports as well as recording databases. Even downloaded record data is erased remotely!

Avantages

I loved that it was easy to navigate, integrating our phone system software into Five9 was also simple. Monitoring, logging and recording calls are an absolute need for me to perform my job well.

Inconvénients

There were some run-ins where the software was acting a bit crazy and not logging me in. I hated when I had to wait on support to reset my login, sometimes they took a bit longer than expected to respond to support tickets.

Avantages

The seamless connection between clients and the representatives off site (both in office and from home)

Inconvénients

There are some features, such as end of call dispositioning, which require 2 separate clicks to complete. This often makes for lost time, missed 2nd click, resulting in the call not being correctly dispositioned.

Avantages

Flexibility to expand and downsize the capacity

Inconvénients

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

Avantages

The concept that you get the calls automatically and it keeps track of every call and time on the calls.

Inconvénients

even if I was receiving calls regularly the page would keep timing out and expiring. I had to keep logging out and unplugging my softphone and plugging it back in before logging back into five9 in order to keep receiving more calls.

Avantages

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.

Inconvénients

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

Avantages

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.

Inconvénients

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.

Avantages

Easy to transfer calls and check recordings.

Inconvénients

Customer information record in five9 are not accurate

Avantages

Simplest UI with well defined tabsDisplayed everything important on screen, call time and everything elseManager/supervisor panel had a detailed information and helped in managing work flow

Inconvénients

If there was a little bit of network trouble, the call dropped or there was no voice from the other end. Had to restart the station at times.

Avantages

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

Inconvénients

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.

Avantages

It's easy to use and accessible as long as internet is available. Supervisor views are customizable to fit preference and requirements. Agent applet/softphone app is very user-friendly. It is not intimidating because it looks simple yet professional.

Inconvénients

Reporting is a pain. It does not show the numbers that will make sense in a BPO setting. Java based application for Supervisor is also excruciating especially if Java version in the PC is not compatible. Good thing agent applet has web-based option now.

Avantages

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.

Inconvénients

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.

Avantages

Easy to use, easy to setup, features & functionality, cloud solution, supervisor desktop, browser adaptor

Inconvénients

Wallboard feature to share data as a link is required
New Integrations with newer brands are required
customizations take longer to build

Avantages

smooth interface, works great in firefox, edge and chrome

Inconvénients

would like to see a mobile app for five9

Avantages

how efficient it is and that it can call multiple numbers at once and have the ability to have a pop up screen on your crm (IF COMPATIBLE)

Inconvénients

the software does not integrate fully with our CRM, the sales rep said it fully was integratabtle, its been over 6 months now and it still doesn't work right. I've asked multiple times for a refund or extension of our amount of time we paid for and I haven't gotten any response. currently now they wont even answer us to try and resolve the integration issue. extremely frustrated with this company.

Avantages

There are a lot of things we like about Five9. The service and customer support is very good. They are timely and everyone we have worked with is very knowledgeable. The system itself is very user-friendly. Since you are so involved in setting the system up you quickly become familiar with how to work with it and how things actually work.

Inconvénients

Initially I had concerns about the pricing with Five9's product compared to several other companies. I actually hired 3 different companies and ended the relationships with 2 before even getting them implemented. The customer service and setup of their systems was a nightmare. One took over 2 months to even get setup and after that several things we were promised didn't work. The 3rd company we used for about 6 months and had issue after issue and promise after promise not met. I came back to Five9 as it is worth the investment for my company.

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

I can't think about any con's with using this software. I have zero complaints. I reccomend using this software to anyone.

Avantages

Having clear-cut, easy to use features for putting calls on hold, transferring to other parties, and establishing conference calls is a very impressive feat considering how many competitors products function. There are rarely issues with the software itself.

Inconvénients

There are times when the core service will go down and the notifications to let you know that you are not connected need to be more visible. I have seen it before where the only indicator that your softphone is not active is a very small red X in the bottom right corner of the Five9 user interface.

Avantages

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.

Inconvénients

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.

Avantages

Easy of use and deployment with cloud contact center platform. Specialized in dialer and outbound functionality

Inconvénients

Advance technology on analytics and AI related needs to be included

Avantages

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.

Inconvénients

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.

Avantages

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!).

Inconvénients

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.

Avantages

We run a small call center for our clinics, all of our patient calls are routed to our call center. Five9 is our call center software and we love it. Five9 is so easy to use, our team learned the system in under an hour. The reports available in the system have helped us track our progress. The statistic reports have been instrumental in our goal planing process.

Inconvénients

When we need customer service we often have to leave voice mails and wait for a call back. I would really help if we could get a live person right away when needed.

Avantages

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!

Inconvénients

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.

Avantages

What I like most is that integration to speak to customer and third party seller on a given interaction.

Inconvénients

I feel like your software is missing a performance report.
We notice there was an issue with audio on majority of our interactions.

Avantages

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

Inconvénients

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

Avantages

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.

Inconvénients

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.

Avantages

This is the software I use to do my job daily. I've used it for over 3 years now and it is exceptional. It hasn't lead me wrong at all and even at times I have a slight issue, the tech support is superb and very helpful, patient and kind. I wouldn't be able to do my job and keep my job if this wasn't such a great software program.

Inconvénients

Only thing i can say I dislike about it would be not being able to enlarge font during chat usage, but it's such a minor thing that I don't even notice and someday it will probably be changed as well.