This software has helped us a lot with our customer service. The agents have found the program very easy to use and its various tools such as call recordings, omnichannel system and chatbots, allow our work to be much faster, efficient and better serve customers.
Pros
Interactive responses are very useful to be able to serve the customer automatically, without the need for a real agent.
It has omnichannel functions where all the information from different platforms such as chats, emails, telephony, messages, is centralized in a single system.
The tool to analyze the interaction with customers has allowed us to improve relationships and we keep a record of what to do and what not to do.
Cons
If it could also work offline or without internet it would be great, so it would not be limited only to when you have a good connection.
It is a big limitation that it does not have a mobile application, I depend on a computer to be able to serve customers.
Its omnichannel support is very good, but they should integrate social networks, because there are also customers who need our attention.
Likelihood to Recommend
Our work team has improved its performance and productivity, we have been able to establish better ways of communication with our customers and solve their problems faster. The new chats and new channels have attracted new clients, which has allowed us to generate more profits, so we highly recommend it.
We used Five9 in our call center with about 200 employees to communicate with our clients. I recommend the service to any company starting or needing call center contact service. I don't have any negative feelings about this software and it works really well as a whole to communicate outside and inside of the call center. Also allows you to manage your employees stats. Kudos Five9!
Pros
Call monitoring and recording work well and can easily manage
Call center statistics with personalized dashboards
Voicemail service for callers
Cons
Call forwarding feature
Mapping and integration with other applications
Quality in connection sometimes is poor but could be due to internet bandwidth as well
Likelihood to Recommend
Overall, it's a great software for a call center to use daily, monitor agents, and look at stats. One great feature is you can use it anywhere, so it is perfect for agents who work from home. I like the ability to monitor and record calls especially since we need to listen to solve client issues from time to time.
VU
Verified User
Project Manager in Marketing (Consumer Services company, 51-200 employees)
My department used Five9 Predictive Dialing for making calls to potential donors. This really helps our department go through more calls, less down time, and increase dials and productivity.
Pros
It dials more records in less times. It eliminates the no answers, so it allows are callers to spend better use of their time than sitting around listening to ringing or dead air.
Cons
Sometimes, the dialer doesn't allow the record to ring long enough or doesn't send the call to the caller fast enough.
Also, it can be difficult at times for the dialer to detect the voicemails or fax machines.
Likelihood to Recommend
It's great for when you need to increase productivity and increase dials.
It needs work when dropping unnecessary calls. On more sensitive records, it is better to set it up as manual.
It is being used by our sales department our CSR department and our QA department. It is a great communication tool, to contact our customers. The best thing about it is its reports are customizable. You can gather as much data as you want (within the last 60 days) The thing I would want improved are the integrations, and the overall friendliness of the UI, it can be scary and hard to use.
Pros
Reporting: Five9 has all the information you will need to make the right judgement calls for your call center.
Pricing: Reasonable pricing that allows you to get a good service for a price that won't break the bank.
The ability to log into various Five9 access points is helpful - Admin, Reports, Agent, Supervisor, etc.
Cons
Has too many pages and buttons. It needs to be simplified to improve the user experience.
The UI is ugly and hard to navigate.
The cloud history is only 60 days, It should be longer with some data.
Likelihood to Recommend
It is well suited for a newer mid-sized call center that wants a good phone platform, but is unable to afford the most expensive ones. We fit in that description, and it suits us well for now, eventually we will move on to something that has more integrations and can help us take our business to the next level.
