Five9 Erfahrungen

Five9 is a very powerful and reliable cloud contact center that helps us achieve all of our business objectives for our customers.

Price and some parts of the system are still Java based. It has created issues regarding sending and receiving data because Five9 is stuck in the past with their API, which needs to change.

We run a small call center for our clinics, all of our patient calls are routed to our call center. Five9 is our call center software and we love it. Five9 is so easy to use, our team learned the system in under an hour. The reports available in the system have helped us track our progress. The statistic reports have been instrumental in our goal planing process.

When we need customer service we often have to leave voice mails and wait for a call back. I would really help if we could get a live person right away when needed.

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.

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!

The concept that you get the calls automatically and it keeps track of every call and time on the calls.

even if I was receiving calls regularly the page would keep timing out and expiring. I had to keep logging out and unplugging my softphone and plugging it back in before logging back into five9 in order to keep receiving more calls.

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

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

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

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

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.

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.

The Five9 University really helped all the users in my company, so when Five9 actually roled out, they were like true pros. I love how you can monitor calls, listen to call recordings & download them.

Honestly nothing really. Compared to the old phone system we used previously; this is night & day.

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.

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.

What I like most is that integration to speak to customer and third party seller on a given interaction.

I feel like your software is missing a performance report.
We notice there was an issue with audio on majority of our interactions.

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.

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.

Able to set up different call campaign to your needs on your delinquent customer. You can call the more delinquent customer first, do a no call campaign and set up the dialer to call the homeowner how every many times you need to. The dialer will remove disconnected call so that you not calling them over and over again during the campaign. The reports were very helpful when trying to see what or how many call were made by the employees.

It was hard to understand some of the employees at the helpdesk. You were not able to know how many passes you made on a call. The reporting was complicated on this information.

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.

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

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.

I feel like the reports are sometimes confusing.

I enjoy the able to communicate with the staff while taking calls. The agent can instant message about questions without moving from their desk.

The software doesn't allow you to change/save information from a telephone number that reached the call center several times. The agents can't change the telephone number or caller name, so this information is enter in the comment section.

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.

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

You can customize everything needed. From setup to reporting. If it is not there F9 helpdesk will definitely see if it can be added. Great customer service overall.

Not much about the software not to like. So far no issues at all and fast response from engineers when needed.

Let's be honest, the KPI's for contact centers vary little across industries - we need to be present for our customers and opportunities, and in a timely manner. Five9 hits all of the basics and more with their services, and are partnered appropriately should you desire to go beyond the norm.

No complaints - Five9 gets it done without fail, month after month after month...