Avis clients sur Five9

Logiciel de gestion

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.

Five9 Review

Commentaires : 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.

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.

Amazing Change Management Tool

Commentaires : We've using Five9 for change management and some of our workforce engagement, and it has been a great experience so far when paired with our learning management system for learning and improvement assignment. The UI is fairly intuitive, so out managers and directors have been quick to pick it up and apply to our growing initiatives.

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.

Easy to use but Crashes Constantly

Commentaires : Overall there is more reliable call center software out there besides Five9. I would prefer to use software that was more difficult to use and would require more instruction than an easy to use software like Five9 that is less reliable with its glitching, freezing and shutting down.

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.

Highly Recommend Five9, after failed implementation of 3 other apps

Commentaires : Quick deployment, reliable product and allowed us to significantly reduce headcount and improve operational efficiency

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

One of the most call center software that you can find today

Commentaires : 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.

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.

Five9 Helo me help you

Commentaires : Not good - five 9 is hard to install and once closed for day it was a whole process to open . It was daily inhad to reinstall DAILY

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

Very Useful

Commentaires : 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.

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.

By far the best Saleforce dialer but very complex to set up. Lacks basic process out of the box.

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.

Great VOip Option

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.

A great dialer for call center environments

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.

Pretty pleased overall!

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).

For remote customer support employees

Commentaires : Reliable software for remote technical support work.

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?

Powerful and Customizable

Commentaires : Before we started using Five9, we used another well-known phone system. Our company grew and with it grew the challenges of effectively managing inbound calls, as well as tracking call outcomes. Five9 took our call center to another level. It's not the cheapest system, but there's a reason for that. It really helps you understand what's going on in your call center; and, as a result, become better at managing your call flow.

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.

My job my life

Commentaires : I use this on a daily basis for my job. Over 3 years now I've been using it and whenever i have any issues even slight, they are there to help me thru it. There's been a few times I've had my own pc issues and they have been there to help me get it going and back onto work. Love this software.

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.

5-9 And Outbound Cold Calling

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.

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

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

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.

What happened???

Commentaires : We have been using five9 for about a year now. The honey moon period was great, seemed to never have issues. Now for the last four months we have been plagued with issues. Forced log outs, cant log back in. Five9's network being shoddy at best, they take forever to put you on the redundant network to get you back up and going(I will admit, they are good at admitting fault when it is their issue, a rarity these days). The tech support from them is meh at best, tough to work with and not very knowledgeable. Seems like every issue has to be escalated to the engineers. Our company is losing their mind with this software and already on the hunt for new call center software to replace. If you value uptime and good customer service I would look else where.

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.

Five9 Feedback

Commentaires : Very smooth and no issue with monitoring calls

Avantages :

Easy to transfer calls and check recordings.

Inconvénients :

Customer information record in five9 are not accurate

Easy to learn and use

Avantages :

I have used this at 3 separate companies and there isn't a complicated learning curve and their help section is very detailed with extensive training modules that you can reference easily.

Inconvénients :

The one thing that I'm not thrilled with is the `Supervisor area. It's cumbersome to try and sort the view and it would be nice if there was a find feature so I can locate an agent without resorting everything by name and then re-clicking a dozen times to put everything back.

Easier than Avaya

Commentaires : It is a lot better than our prior software of Avaya. Once you get used to it, it is very easy to use.

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.

Five9 is the Go-To in Call Center Software

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

Avantages :

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.

Inconvénients :

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.

Serviceable call center platform

Commentaires : The Five9 platform is a simple call center platform for inbound or outbound. Perhaps "simplistic" may be a more apt description. We use it for both inbound and outbound call center activities. It actually excels if you are not overly concerned with tracking activities with individual users.

Avantages :

Inbound call distribution is easy to set up. Outbound dialing works well with a very small team. Outbound calls are tracked well within Salesforce.

Inconvénients :

Reporting is abysmal. Salesforce integration is poor, and so the user may be stuck trying to merge reports between Five9's proprietary system and the Salesforce records. It is very difficult to manage contact relationships through Five9. The interface is rough - very little thought given to the user experience. Five9 also lacks mobile support for our field sales reps.

Awesome

Commentaires : I’m my opinion the program is great easy to navigate and quickly learn its functions.

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

Simple and seamless

Commentaires : 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.

Avantages :

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.

Inconvénients :

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)