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En savoir plus sur Five9

Solution cloud de service client optimisée par IA pratique : appels entrants et sortants, système de distribution des appels automatisé, serveur vocal interactif, système CTI, chat, e-mail, réseaux sociaux, enregistrement des appels et intégrations CRM.

En savoir plus sur Five9

Avantages :

The cost of this product is very inviting. The reporting is very extensive and takes some getting used to, but it's also very thorough.

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).

Five9 - Notes

Note moyenne

Facilité d'utilisation
4,2
Service client
4,3
Fonctionnalités
4,1
Rapport qualité-prix
4,1

Probabilité de recommander le produit

7,8/10

Five9 a reçu une note globale de 4,2 étoiles sur 5 d'après 462 avis d'utilisateurs publiés sur Capterra.

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Filtrer les avis (462)

Enock
Dessinateur bâtiment (Bénin)
Génie civil, 11–50 employés
Temps d'utilisation du logiciel : Essai gratuit
Source de l'avis

Logiciel de gestion

5,0 il y a 7 mois

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.

Andrey
Andrey
Software Engineering Director (É.-U.)
Utilisateur LinkedIn vérifié
Banque, 2–10 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Five9 - One-Stop CCaaS Call Center Platform

5,0 il y a 4 mois

Commentaires : Overall a great experience, multiple critical call center functions bundled into one easy to use, user friendly platform

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

Kimber
Management (É.-U.)
Services aux consommateurs, 1 001–5 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

If you want the best...

5,0 il y a 5 ans

Commentaires : 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.

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.

Réponse de l'équipe de Five9

il y a 5 ans

Hi Kimber, thank you for taking the time to share your review here on Capterra. We are so happy to hear that you are having a great user experience, thank you for being part of the Five9 family. Please do not hesitate to reach out to us if we can be of any further service. Best Regards, Cindy Seto Customer Advocacy Manager

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Médecine douce, 201–500 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

Very Basic For a Huge Market

3,0 le mois dernier Nouveau

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

Wei Jie
Voice Infra Architect (Singapour)
Hôpitaux et soins de santé, 10 000+ employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Alternatives envisagées précédemment :

Cloud Contact Center Solution for Ever Changing Business Need

4,0 il y a 2 ans

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

Avantages :

Flexibility to expand and downsize the capacity

Inconvénients :

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

Lin
IT Analyst (É.-U.)
Hôpitaux et soins de santé, 5 001–10 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Amazing Change Management Tool

5,0 il y a 4 ans

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.

Réponse de l'équipe de Five9

il y a 4 ans

Hi Lin, Thank you for taking the time to share your experience with Five9. Best regards, Five9

Christopher
Administrator (É.-U.)
Marketing et publicité, 11–50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Alternatives envisagées précédemment :

Hard to implement, but robust

3,0 il y a 5 ans

Commentaires : 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.

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.

Wil
CIO (É.-U.)
Services financiers, 51–200 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Too big to keep up

4,0 l’année dernière

Commentaires : 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.

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.

Osman
Manager (Honduras)
E-learning, 201–500 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Alternatives envisagées précédemment :

Use Five9 as a solution for your company

4,0 il y a 2 ans

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.

Ray
Salesforce Administrator (É.-U.)
Vente en gros, 201–500 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis
Source : SoftwareAdvice

Admin Review of Five9

4,0 il y a 4 mois

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.

David
partnership manager (É.-U.)
Services financiers, 501–1 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Five9 H.I.

5,0 il y a 2 mois

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.

Spencer
Response Team Manager (É.-U.)
Santé, bien-être et fitness, 11–50 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

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

5,0 il y a 6 ans

Commentaires : 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.

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.

Réponse de l'équipe de Five9

il y a 6 ans

Hello Spencer, thank you for your great and thorough review. We're happy to hear that Five9 is working so well for you and is helping your business succeed.

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Immobilier, 201–500 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Five9 Review

4,0 il y a 5 ans

Commentaires : 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.

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.

Krystyna
Quality Assurance Manager (É.-U.)
Utilisateur LinkedIn vérifié
Services et technologies de l'information, 1 001–5 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis
Source : GetApp

Managing Interactions With Clients Has Never Been That Easy

4,0 il y a 5 ans

Commentaires : 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.

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.

Stephanie
Sr. IT & Telecomm Admin (Canada)
Marketing et publicité, 501–1 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Five9

5,0 il y a 6 ans

Commentaires : We have been using the software for more than 6 years. Five9 was able to help create custom reports & be able to download files at a certain time. Were also able to help with the recording of calls & help us remain compliant at the same time

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

Tarell
Customer Service Rep (Jamaïque)
Externalisation/délocalisation, 1 001–5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Great Customer Interaction Software

5,0 il y a 2 ans

Commentaires : My overall experience with nice has been great I think there should be some updates done

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.

David
Call Center Supervisor (É.-U.)
Vente au détail, 11–50 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

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

5,0 il y a 7 ans

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.

Réponse de l'équipe de Five9

il y a 7 ans

David, Thank you for posting your great review. Providing "great customer experiences every time" is our vision, and we're excited to hear that your customer experience has been excellent. We're here to help, so please don't hesitate to reach out to your account manager should you ever need anything.

Ileana
Center manager (É.-U.)
Gestion de l'enseignement, 501–1 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Five9 Call center

3,0 il y a 5 ans

Commentaires : We use five9 daily to manage our outbound and inbound calls.

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.

Ana Karissa
Trainer (Philippines)
Services et technologies de l'information, 201–500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Five9 Feedback

5,0 l’année dernière

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

Tracy
Medical Information Operation Specialist
Produits pharmaceutiques, 501–1 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis
Source : SoftwareAdvice

Five9 meets our Call Center needs

4,0 il y a 7 ans

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

Avantages :

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.

Inconvénients :

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

Réponse de l'équipe de Five9

il y a 7 ans

Hi Tracy, Thanks for posting your review. We pride ourselves with our excellent 24/7 customer support and are happy to hear our call recording and reporting features are working well for you. Please don’t hesitate to reach out to your account manager if you ever have questions about any other features or integrations we offer.

Selena
Call Center Agent (É.-U.)
Services juridiques, 51–200 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Very Effective Cloud Phone Software

4,0 il y a 3 ans

Commentaires : 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.

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.

Damon
SVP of Operations (É.-U.)
Santé, bien-être et fitness, 51–200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Five9 Review

5,0 il y a 5 ans

Commentaires : It's been great! So much so that when we merged with another company, we convinced them to change from their service to Five9.

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.

Réponse de l'équipe de Five9

il y a 5 ans

Hello Damon, Thank you very much for your review and for sharing how Five9 has helped you and your team, especially during the hurricane season. Please don't hesitate to reach out to us if we can ever be of service.

Scarleth
Scarleth
Customer Service Rep (Honduras)
Utilisateur LinkedIn vérifié
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

A great communication tool and easy to use

5,0 il y a 6 ans

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!

Réponse de l'équipe de Five9

il y a 6 ans

Hello Scarleth, thanks for taking the time to write this excellent review. We are excited to hear that our dialer is helping your call center be more efficient. Please let us know if we can ever be of service.

Simon
General Manager (Mexique)
Externalisation/délocalisation, 11–50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

We have used five9 for around three years. It is part of our success story.

5,0 il y a 6 ans

Commentaires : It is fast to setup new campaigns. It is fast to pull results. It makes our business efficient.

Avantages :

The level of customization possible with the reporting is astonishingly good. Programming an IVR - any type - is fantastic. The web interface for the agents is way better than the java version, so much more intuitive.

Inconvénients :

The worksheet function only allows one question per sheet/page. This makes it a little inefficient for the agent if they have to ask a lot of questions

Réponse de l'équipe de Five9

il y a 6 ans

Hello Simon, we are excited to hear that Five9 is part of your business' success story. Thanks for writing this excellent review.

Bernard
Cloud Consultant (É.-U.)
Logiciels, 2–10 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Alternatives envisagées précédemment :

Excellent cloud CCaaS leader

5,0 il y a 4 ans

Commentaires : It has been over the top positive and consistent with feedback from my peers

Avantages :

Five9 is an excellent leader in the CCaaS industry as regarded as one of the most complete solution providers. My clients like the scalability and ability to add agents immediately as needed

Inconvénients :

It requires a separate WFE solution from Nice or Verint but that is usually a separate decision anyway