Five9 Erfahrungen

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.

Voicecall plays a vital role in our job since this is where our operations revolve and how we resolve our customer's concern. I could definitely say that Five 9 is an effective softphone where calls are effectively monitored and delivered to us. There are also seldom reports of tool problem when it comes to this platform, it's performance is deliberate and helpful in making sure our workflow is smooth.

One enhancement that can certainly be helpful to users and management is if the tabs used are smaller and if the call history can be overviewed through hovering through the icons. Without having to leave your current call. This way you may check on other variables from five 9 even though the softphone is minimized.

Speeds up outbound dialing exponentially and when we first got it it worked seamlessly. Ease of use and has a good amount of reporting tools and features that make doing statistics a breeze.

We have been having session expires and forced logouts non stop everyday and it has added a lot of stress to me as a business owner, the tech team at five 9 have made us do so much work doing screen captures and saving all kinds of logs and recording sessions that i feel like im doing their job for them, We have even been accused of "lying" and "making up these problems" which makes no sense as it has hampered the success of my business. if they could just fix these technical issues we would have no complaints but its has been a nightmare doing so.

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!).

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.

Five9 allows remote agents and call centers alike to track their inbound calls, outbound calls, auto dial out, record those calls for quality and regulatory purposes, live monitoring, live coaching, etc. It truly makes all telesales operations possible AND support operations run smoothly.

When pulling a call recording in Five9, I do wish there was a way to adjust the speed of the recording and jump to timestamps in a more efficient way.

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.

the quality of the call was always good, never crackley

they layout was difficult to navigate sometimes

The seamless connection between clients and the representatives off site (both in office and from home)

There are some features, such as end of call dispositioning, which require 2 separate clicks to complete. This often makes for lost time, missed 2nd click, resulting in the call not being correctly dispositioned.

The centralized management of incoming and outgoing calls is a real plus that FIVE9 offers to its community beyond sending SMS.

There are some bugs to perform some actions.

Simplest UI with well defined tabsDisplayed everything important on screen, call time and everything elseManager/supervisor panel had a detailed information and helped in managing work flow

If there was a little bit of network trouble, the call dropped or there was no voice from the other end. Had to restart the station at times.

There are a lot of things we like about Five9. The service and customer support is very good. They are timely and everyone we have worked with is very knowledgeable. The system itself is very user-friendly. Since you are so involved in setting the system up you quickly become familiar with how to work with it and how things actually work.

Initially I had concerns about the pricing with Five9's product compared to several other companies. I actually hired 3 different companies and ended the relationships with 2 before even getting them implemented. The customer service and setup of their systems was a nightmare. One took over 2 months to even get setup and after that several things we were promised didn't work. The 3rd company we used for about 6 months and had issue after issue and promise after promise not met. I came back to Five9 as it is worth the investment for my company.

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.

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.

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.

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.

The reporting features impress me daily. There is a wealth of information coming through your call center each day. If you're not capturing it properly or tracking it, you losing revenue and productivity. Five9 helps you grow your business by not just collecting the data, but understanding it. You'll be able to identify time waste and increase the quality of caller experience

If you're not going to do anything with the data, don't collect it. The reporting features are awesome, so if you're not into that, this may not be right for you. It's also more expensive that other entry-level systems. I wish Five9 would offer phone #s and extensions.

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.

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 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.

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.

Once you get past the learning curve I love how easy it actually is to use. It is pretty seamless into my day.

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.

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 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

As a contact center, we rely on Five9 to connect us with our customers. We appreciate the up-time, call quality and the overall flexibility of the system.

When the occasional outage occurs (not very often), it would be nice to have answers more quickly. I'm not sure there is much Five9 could really do about this. Since they support customers remotely and they have a large base, it's never going to be perfect. Generally they do a very solid job, sometimes it's just slower than you'd like it to be.
The only other thing I'd note, is that we frequently have to pose our own solutions to our business needs. Five9 can generally support some sort of a solution for any business need we have, however sometimes we have to be creative and come up with our own solutions within their tools.

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

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

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. I was always able to find the reports I needed. Anyone can log into Five9 from anywhere b/c it's cloud based.

The phone quality was a bit lacking. There was a 2-3 second delay between patient answering and connecting to the agent. We lost quite a few prospects b/c of this. The program was VERY picky about the types of Java that were installed. You had to pay very close attention to this or it would not work.

For the most part Five9 works pretty well. What I like most about Five9 is that its integrated with SalesForce so we only have to put our notes in 1 time.

Occasionally your servers go down so we are down so If that happens we end up being dead in the water, fortunately that doesn't happen alot