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Description de Five9
Five9 est le logiciel pour call centers tout-en-un qui utilise Practical AI pour accroître l'efficacité de votre équipe au téléphone, par le web, l'e-mail, le chat et plus encore. Utilisez des numéroteurs intelligents pour permettre à vos agents de passer plus de temps avec les prospects en direct. Utilisez un routage intelligent pour acheminer vos clients vers l'agent adéquat. Utilisez les données sur les intentions des clients pour suggérer l'action suivante à vos agents. Analysez les performances et générez des rapports en temps réel. Tout cela avec un support client 24h/24, 7j/7. 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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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.
If you want the best...
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 4 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
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
Alternatives envisagées :
Hard to implement, but robust
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.
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?
