Five9 is used daily by our customer care team, who is the first to speak with new customers. It is easy to compile reports and is user friendly enough that it is easily picked up by new hires. Integrates easily with other phone systems (we use Ultatel integrated with Microsoft Teams). Customer support is fairly easily reached and is able to help more than a lot of other tech supports. Avis collecté par et hébergé sur G2.com.
Administrator functions are handled by a Virtual Contact Center which requires Java to run. The campaigns, skills, etc can all be confusing to maintain and make changes to from an administrator standpoint. Avis collecté par et hébergé sur G2.com.
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Five9 is an all in one contact center as a service (CCaaS) platform. They have everything you could possibly need all in one location from one account. They offer different features based on specific needs and the best part of five9 is that it can be completely customized for your businesses specific needs Avis collecté par et hébergé sur G2.com.
The customer support team could use some improvements. It doesn't always seem like the team is on the same page or has the required knowledge to actually be able to throughly assist with support issues. Also, the setup of five9 takes a good amount of five9 knowledge to be able to implement properly. I had to learn for over 2 years all things five9 before I was confident in building out the system for the company I was employed with. Avis collecté par et hébergé sur G2.com.
Account Managers are helpful and strive to work with your organization to find products that fit your needs
Technical Account Managers are fantastic and can help new Admins design or redesign contact flows
Lots of customizable options, lots of products to choose from to suit your business needs
Lots of improvements to various products over time, transparent release notes and communication about early releases or delays
AI options and custom solutions are available. Five9 team is willing to scope projects to try to find solutions that may be out of the ordinary set up
A lot of Five9 is fairly intuitive and easy to use for beginners. Agents can pick up tasks without extensive training to hit the ground running.
Online training (university) and documentation is available, as is the helpdesk with a searchable knowledgbase with questions from other users
Outbound dialer has many options and is easy to setup and monitor Avis collecté par et hébergé sur G2.com.
Some of the basic contact center tools/functionality offered by other vendors is considered an add-on and there are additional fees
Some of the products (Virtual Observer) have archaic interfaces and leave room for desired feature requests
Some basic features of Agent Dashboard are not available (bulk delete, sorting by column/variable details, threading although that is being worked on now)
Some routing for more complex business use-cases requires workarounds which can be cumbersome to maintain (transferring chat profiles from one to another is not possible wit standard SCC/VCC settings, but a workaround is available with VIVR setup)
Standard canned reporting can be tricky for chat analysis Avis collecté par et hébergé sur G2.com.
J'aime la facilité avec laquelle il est possible de configurer les IVR dans Five9 par rapport à certaines autres solutions. La gestion des utilisateurs est également très simple pour les administrateurs informatiques comme moi. Avis collecté par et hébergé sur G2.com.
Je n'aime pas tous les différents tableaux de bord et outils que nous devons utiliser. Je préférerais que tout soit au même endroit plutôt que d'avoir un outil de bureau pour gérer les utilisateurs. Cela devrait être inclus dans le tableau de bord du superviseur. Avis collecté par et hébergé sur G2.com.
Dear Roe Roa and Benedict Villarosa,
I hope this message finds you well. I am writing to express my heartfelt gratitude for the incredible support and care you both provided during the implementation of the Five9 phone system. From the very start of the project to its successful completion, your expertise, responsiveness, and dedication made all the difference in the ease of integration.
Building the IVR with you was a highly collaborative experience. Despite the many nuances we encountered, your attention to detail and commitment to finding solutions ensured we achieved a system that was both robust and user-friendly. You consistently went above and beyond to address every challenge with professionalism and creativity.
Moreover, your guidance and hands-on approach in implementing the chat, SMS, and email components were equally outstanding. Your ability to anticipate potential hurdles and provide clear, timely resolutions was invaluable. You both demonstrated not only technical expertise but also a genuine commitment to our success every step of the way.
Your level of customer support, care, responsiveness, and expertise have set a high bar for any future implementations. I cannot thank you enough for making this process so smooth and for being such dependable partners throughout the journey.
Please know that your efforts have not gone unnoticed, and I truly appreciate the dedication and professionalism you both brought to this project.
With gratitude and appreciation,
Sincerely,
Matt Lewittes
Customer Service Manager
(Primary Technical Contact / Trainer)
TruMedsRX Avis collecté par et hébergé sur G2.com.
Nothing major, a few system limitations that will hopefully course correct in the future. Avis collecté par et hébergé sur G2.com.
It's great that it allows me to work from home and take care of our cancer treatment customers remotely. I can also call customers using the same system, if need be. I use the system from 7:00 am to 12:00 pm every Tuesday. Avis collecté par et hébergé sur G2.com.
Well, as an example, whenever Windows updates are applied to my laptop, it sometimes upsets the settings of Five9 on my laptop, and I have to call Five9 support to get this resolved. When I call about this, Five9 already seems to know about it. It would be great if Five9 could send out a notice about any known issues to all users as soon as possible to keep downtime using the system to a minimum. Avis collecté par et hébergé sur G2.com.
As an administrator for numerous phone systems and contact center platforms, it has been my experience that Five9 is among the best. Perhaps most importantly onboarding for users and admins was handled very well and their knowledge base is expansive and covers all one needs to know about Five9 products. Implementation was thoroughly planned and flawlessly implemented. Next the platform itself is stable, reliable, and offers customization that exceeds expectations. Lastly I can't emphasize how helpful, and responsive our technical account manager is. Avis collecté par et hébergé sur G2.com.
In my experience, I have nothing negative to say about Five9. Avis collecté par et hébergé sur G2.com.
J'aime la façon dont ils ont développé le List Sync Plus où il synchronise tous les enregistrements dans le composeur Five9 chaque fois qu'il y a une mise à jour sur le champ de l'enregistrement dans Salesforce. Avis collecté par et hébergé sur G2.com.
Je n'aime pas l'interface utilisateur du reporting. La console VCC n'est pas bonne en termes de compatibilité sur les Macbooks. De plus, la synchronisation de LSP dans le composeur Five9 est seulement de 90 et il faut beaucoup de temps pour synchroniser une campagne s'il y a environ 100 000 enregistrements. Avis collecté par et hébergé sur G2.com.
Incredibly scalable for diverse teams as its cloud native infrastructure allows scaling globally without significant downtime.
It has robust integrations with other platforms. The array of 3rd party software available, either through automation or through professional services, has allowed us to optimize our workforces productivity without needing to grow our headccount needlessly.
They're pro AI and investing time and money into what appears to be a great application of this new technology.
And their account management team is always responsive and willing to help. Avis collecté par et hébergé sur G2.com.
While functional, the UI feels a little outdated making it less intuitive for agents and admins when compared to other platforms.
The reporting function (while excellent for obtaining data) is not intuitive and requires training and experience to manage and report effectively. There are too many out of the box reports, there's only 3-4 required to manage your teams, otherwise it's death by data overload. Avis collecté par et hébergé sur G2.com.
Having worked with various customer interaction management solutions like NICE and LiveVox, I can confidently say that Five9 stands out as the best experience I've ever had. The setup process for our team was streamlined and intuitive, which made the transition smooth and hassle-free. What truly sets Five9 apart, however, is the incredibly fast response times. Whether it's customer support or the operational responsiveness of the software itself, Five9 delivers performance that is consistently quick and reliable.
The platform's ability to integrate seamlessly with our existing systems enhanced our workflow and eliminated the typical learning curve associated with new software. This seamless integration, coupled with robust real-time analytics, has empowered our team to make data-driven decisions swiftly, boosting our operational efficiency.
Hands down, Five9 has not only met but exceeded our expectations. The ease of use, combined with outstanding features like intelligent routing and multichannel support, ensures that we are equipped to offer exceptional service to our customers. Five9 has definitely raised the bar for what we expect from a customer interaction platform. If you're considering a reliable and efficient solution, Five9 should be at the top of your list.
I ought their stock a few years ago =) Avis collecté par et hébergé sur G2.com.
nothing i wish i could find something bad about it. Avis collecté par et hébergé sur G2.com.
Au début, le soutien reçu pour mettre en œuvre Five9 dans notre centre de contact, ils étaient vraiment utiles. Le matériel de formation est présenté de manière claire et objective. Avis collecté par et hébergé sur G2.com.
Il y a quelques détails qui ne fonctionnent pas comme je le souhaite pour mon organisation, mais j'ai été informé que je pouvais contacter mon gestionnaire de compte pour apporter les modifications exclusivement pour nos domaines, donc pas de plaintes. Avis collecté par et hébergé sur G2.com.
