Five9

Avantages

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.

Inconvénients

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.

Alternatives envisagées 

Pourquoi passer à Five9

Avantages

Overall support was always helpful and 100% there through learning curve. User friendly. Web based and easy call flow

Inconvénients

The recycle of calls if no answer. Seem to come around to quick and causes customers to compain on too many calls

Avantages

works as a dialer should. easy visibility to what the Agent is currently doing or has done throughout the day. easily customizable (Supervisor screen). Tons of reports available without having to customize. Able to customize the Agents screens with fields available. Very little downtime or issues & have the ability to activate GR fairly quickly. always are aware of any maintenance & downtime expected (a couple of weeks notice normally)

Inconvénients

sometimes following up on open tickets take longer than it should. Accessing an Engineer is not always easy. Limited to customize some screens. If there are issues, difficult to find out as not very forthcoming of information

Avantages

User-friendly. The user-interface is very clean and utilitarian.

Inconvénients

Options for customizing the user-interface is non-existent. Ver. 10.0.1 is only almost 2 inches wide and even if you enlarge the window, it stays the same width. Closing one of the associated windows of the crm program would also close down the five9's window. Although not really work impacting, it would really be helpful if there were options for the actual display of the UI

Avantages

The ease of deployment was key. We had experienced a catastrophic failure of our older telephony system and the Five9 team stepped up and deployed a FAR SUPERIOR solution in record time. Afterwhich, it just worked...

Inconvénients

There is not much to find fault with. Earlier I marked it as 5 stars across the board --- that says it all.

Avantages

The phone in Salesforce looks nice. Clean looking design.

Inconvénients

Everything else. Reports are the worst I've seen. The tech even had issues trying to set the filters for a report to run. The only way to monitor calls is to run reports which are a lost cause.

Avantages

Easy to use, easy to transfer, simple way to make mass dials.

Inconvénients

This tool has stopped working a few times and others the quality of sound has been off. Like robot voice sounding. When its working it works well, but big dog falls hard. Usually have to restart the computer and SFDC when it malfunctions. In some cases it asks you to re-download software that is already on your computer.

Avantages

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.

Inconvénients

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

Avantages

This software is being used by the whole company to monitor the sales and customer service agents. Call recording has been a masterpiece for our Quality associates.

Inconvénients

I haven't used all of the features. So far, I haven't experienced any major issues with this software.

Avantages

The ease of use and functionality is great for the business, specially we are an online security company.

Inconvénients

for nearly 4 years of use, I haven't really encountered any cons about this software

Avantages

Five9 support is fantastic, and the UI intuitive enough for the majority of our managers and directors to pick up relatively quickly. We use NICE Engage as well, and this platform is far superior.

Inconvénients

Five9 has not been as widely adopted within our managers as WalkMe had been amongst our general users. The UI is easy to use, but could use some updating.

Avantages

Speeds up outbound dialing exponentially and when we first got it it worked seamlessly. Ease of use and has a good amount of reporting tools and features that make doing statistics a breeze.

Inconvénients

We have been having session expires and forced logouts non stop everyday and it has added a lot of stress to me as a business owner, the tech team at five 9 have made us do so much work doing screen captures and saving all kinds of logs and recording sessions that i feel like im doing their job for them, We have even been accused of "lying" and "making up these problems" which makes no sense as it has hampered the success of my business. if they could just fix these technical issues we would have no complaints but its has been a nightmare doing so.

Avantages

Five9 will help you monitor calls and track your call volume. If you're a call center, this system will help you receive calls more efficiently, track the outcome of calls, and improve your call center's performance. It has excellent reporting features and it's customizable to meet your company's specific needs.

Inconvénients

You need to know a little about the system before you can go in and change settings. It's not as intuitive as some of the other basic systems, but then, it's not a basic phone system. Five9 does not offer voicemail extensions. That's not what it's designed for. I do wish that we could get our phone extensions from them.

Avantages

Nice integration with salesforce. Being able to leave notes right after a call is helpful. I like the call disposition functionality.

Inconvénients

It's clunky. The phone lines just flat out wouldn't work sometimes.

Avantages

Five9 has a good system of organizing calls, including missed calls, voicemail, reminders, etc. I am able to track my calls and average handling time right on the main screen which helps with meeting my goals.

Inconvénients

There have been a lot of log-in issues for me (typically an error saying the plugin needed to be installed or an endless loading symbol). There have also been random occurrences of my mic/audio cutting out, requiring a browser cache/cookies clear and restart to fix.

Avantages

I liked the automated dialer and ease of use for the call center

Inconvénients

The dialer would work 80% of the time and then it would go down. It would interfere with the teams productivity and overall daily goals.

Avantages

Using this software we were able to increase communication between employees and their manager. By posting anywhere from 1 to 3 questions per week, managers could get a quick finger on the pulse of their department.

Inconvénients

Not really against the software, but initial buy-in and participation was low (until made mandatory). After about two months of consistent submissions and replies though people were bought into the software and new feedback process.

Avantages

Robust reporting, simple agent interface, no expensive software or equipment required, very supportive and available customer service. Quickly Scaleable. Great for small, medium, and large call centers.

Inconvénients

Agent script requires HTML to write and is only one page. If call flow can be complicated, this is a problem. Dynamic scripting is a need for us as we grow, so this is becoming a problem. If a feature does not exist, if you put in a feature request. It is highly unlikely that they will develop the future you need though. We have experienced 3-5 service outages over there almost 4 years we have used them. This has lost us money. If they had a good interface for texting, emailing, and chatting with customers, that would be nice as well.

Avantages

It's extremely easy to use. definitely cuts down the steps it takes to make a phone call. Recording a call is extremely easy and I enjoy the simple interface. Tracking is key.

Inconvénients

I have noticed a lot of down time, call drops and fuzzy voice. If your computer is running slow, you cannot interact with the system. Customer service takes a while.

Avantages

I liked the versatility the most. Any feature we could come up with, they had already ready to go.

Inconvénients

I with the GUI was a little better. It wasn't flashy, which isn't really important, but could be better.

Avantages

Five9 is the only reliable Call Center Software available. Quality of audio and recordings are very good. Cloud based program. Customer Support team is very good

Inconvénients

Maintenance and updates are frequently done, that cause the software to be unavailable. Disconnection issues are very often.

Avantages

The great look and feel along with the ease of use in the Salesforce - Five9 Integration.

Inconvénients

I do not have any downsides to point out for this software just yet. I still continue to use it in a daily basis.

Avantages

It is easy to use and pulls up customers information easily.

Inconvénients

It does not always pull up information or give correct customer information. Can sometimes freeze or lose connection during a call.

Avantages

We absolutely love how powerful the reports are, such as call volumes & statistics. this allows us to keep up with our agents at any time and it has lead to a massive, consistent increase in productivity.

Inconvénients

Some reports may take some time to populate & export, but even with this minor delay, Five9 is one of our top choices in software. We absolutely love using it.

Avantages

I highly recommend Five9 to anyone using an IVR or VoIP system. It displays the dialer on screen conveniently making transferring or disconnecting easy. It also has a drop down list of different departments for transfers which is simpler than my previous jobs transfer routine which required me memorizing several numbers and extensions.

Inconvénients

When we first switched to Five9 we had some issues with agents signing in and sometimes being logged out involuntarily

Avantages

Five9 is the dialer that we utilize for our business. It allows multiple agents and multiple locations to be added. It is a great way to manage your calls and data with the many reports available.

Inconvénients

Five9 is user friendly for the agent but not so much for the administrator. Running reports takes some time to make certain the correct data is pulled. There are many features, but you must self teach in order to utilize them, which can be time extensive.

Avantages

What I like about the software is because it is not the conventional type, the uniqueness and the effectiveness is beyond measurable. This has a personalized report that ran's periodically with realtime monitoring and realtime stats report. These are just few from the many features that the software is capable of doing. I am very pleased.

Inconvénients

Software is vulnerable to malfunctions and bugs, but how they solve the issue is what makes it the best.

Avantages

Its easy to use. Easy call transfers. Soft phone compatible. Built in voicemail. Contacts folder is easy to use.

Inconvénients

Always down. Constant network issues. Voice quality has gone down. Customer service is a bit of a joke.

Avantages

The application is an excellent tool for calls processing, it also makes it easy to handle the job

Inconvénients

it takes too long to start and some features are confusing.

Avantages

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

Inconvénients

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

Avantages

This call manager is one of the best that I have seen in a long time. Its very user friendly and reliable.

Inconvénients

There is nothing that I did not like about this software to be honest.

Avantages

After implementing several other call center software programs that did not meet our requirements, Five9 offers such a rich feature/function set and meets all our needs. The sales, implementation and support experience has been superior compared to their competitors.

Inconvénients

From and IT perspective, the help desk/customer support team's knowledge is lacking. Most of our inquiries are not able to be addressed by 1st level

Avantages

I love the reporting capabilities in Five9. After working with Cisco for the past 3 months, I've realized how much easier and customizable the reporting tools are in Five9.

Inconvénients

The functionality could be a little bit better. Being able to toggle between calls when you put a client on hold is a MUST and I'm shocked it's taken this long for Five9 to address this issue. And as much as I love the reporting capabilities, sometimes interpreting the data is not the easiest and customer service does not provide you with any help. An example would be running two separate reports on the same data, but acquiring different results. Data often does not match when it should.

Avantages

The reporting features impress me daily. There is a wealth of information coming through your call center each day. If you're not capturing it properly or tracking it, you losing revenue and productivity. Five9 helps you grow your business by not just collecting the data, but understanding it. You'll be able to identify time waste and increase the quality of caller experience

Inconvénients

If you're not going to do anything with the data, don't collect it. The reporting features are awesome, so if you're not into that, this may not be right for you. It's also more expensive that other entry-level systems. I wish Five9 would offer phone #s and extensions.

Avantages

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.

Inconvénients

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.

Avantages

One of the best feature of this software is that it allows you to download a plug-in to your browser, so that way one can multitask will effectively helping customers.

Inconvénients

The software uses a lot of RAM. So you have to make sure you use at least 8 gigs.

Avantages

With appropriate number of licenses, it is relatively easy to add and remove users, dispositions, and simple scripting.

Inconvénients

If you want to make the scripting look good to include pictures, HTML is needed.

Avantages

I like that you can customize this software to meet your individual needs. It's very easy to set up a campaign, customize reports and to train the agents on using the software. I work in a correctional industry and I was very surprised at how easy it was to secure the software to meet the Department of Corrections security needs.

Inconvénients

This software price is on the high end of the spectrum.

Avantages

Better than most phone software we have used in the past. Integrates well with salesforce.

Inconvénients

Reporting feature could be easier to use, the learning curve is a bit steep. Acts kinda like Salesforce reporting but not as flexible.

Avantages

The centralized management of incoming and outgoing calls is a real plus that FIVE9 offers to its community beyond sending SMS.

Inconvénients

There are some bugs to perform some actions.

Alternatives envisagées 

Logiciel antérieur 

Avantages

Live agent Agent status monitoring and call distribution based on rules.

Inconvénients

Slight delay in call recording and transcript linkage to cases.

Alternatives envisagées 

Avantages

the software is user friendly and does not need much technical knowledge to install and setup. The dialler even loads faster compared to other software that offers softphone option.

Inconvénients

the only disadvantage is since the software works using the internet, the reliability of the connection depends on the internet speed.

Avantages

I like being able to see that there is a call coming in and being able to edit the call information on the platform. Having the option to put clients on hold and view the time the call is on hold is plus

Inconvénients

The caller id is not always accurate, especially when calls are being forwarded from physical office locations. Being able to seamlessly transfer clients without hiccups takes a lot of memory use, because of wordage. I also did not like the necessary reboots in the middle of a shift or call.

Avantages

Excellent platform all kinds of support affordable easily scalable

Inconvénients

not very much at all other than the odd outage but that hasn't happened since I first used the software

Avantages

The integration with salesforce is unmatched

Inconvénients

not being able (or the IT dept) to adapt it to old CRM.

Avantages

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.

Inconvénients

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.

Avantages

Good call routing engine, and really easy to use reporting module. The dashboards are useful for viewing on a larger screen.

Inconvénients

Theres no database access, so reporting metrics are limited to what is programmed into the system. Five9 allows you to work around this by downloading CSV files to calculate what you need.

Avantages

The supervisor screen, ease of campaign builds and changes, and reporting access.

Inconvénients

Customer service is a bit slow and never know who you are going to get.

Avantages

I like that it is cloud based, which allows me to be mobile with my call center. We live in Florida and have had to evacuate the office for a hurricane, but my teams were able to login from the safety of their evacuated places and continue to offer support.

Inconvénients

I feel like the reports are sometimes confusing.

Avantages

Once you get past the learning curve I love how easy it actually is to use. It is pretty seamless into my day.

Inconvénients

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.