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Description de Five9
Five9 offre les performances d'une IA pratique au centre d'appels pour créer un CX omnicanal intelligent et personnalisé via téléphone, web, chat, e-mail, mobile et réseaux sociaux. Prévoyez les raisons potentielles des demandes d'informations avec les données d'intention client. Utilisez un routage intelligent pour acheminer vos clients vers l'agent adéquat. Proposez des options intuitives de libre-service à vos clients. Synchronisez automatiquement les interactions avec votre CRM. Surveillez, formez et générez des rapports sur les performances en temps réel. Découvrez la raison pour laquelle plus de 2 000 clients font confiance à Five9.
Qui utilise Five9 ?
Five9 est un fournisseur de premier plan de logiciels de contact client dans le cloud, qui sert des milliers de clients et aide les organisations de toutes tailles à passer du logiciel sur site au cloud.
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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.
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
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.
Réponse de l'équipe de Five9
il y a 5 ans
Hi Cora, thank you for sharing your feedback. I've notified your enterprise sales director and he should be reaching out to you shortly to see if he can assist.
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
Réponse de l'équipe de Five9
il y a 5 ans
Hi Pam thank you so much for taking the time to share your experience with others on this peer review site. We are happy to hear you have had such a great experience with us at Five9.
