Five9 Cloud Contact Center Software

Pros

Overall support was always helpful and 100% there through learning curve. User friendly. Web based and easy call flow

Cons

The recycle of calls if no answer. Seem to come around to quick and causes customers to compain on too many calls

I learned another software that multiple businesses in the industry use

Pros

I can see what I'm calling it there is no information imputed by opening the phone number in Google.

Cons

I don't like that you can see how many calls you have taken but you can't see your talk time . I have to manually add it up.

Pros

What I like the most about the software is that it makes it easy to dial and fast when is working correctly and integrates well with other systems.

Cons

It some times has errors with its functionality and features which can cause you to mistreat accounts. Drop calls and simply make the communication experience unpleasant. For example: echo on the call or lagging on the sound.

Pros

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!).

Cons

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.

It is fast to setup new campaigns. It is fast to pull results. It makes our business efficient.

Pros

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.

Cons

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

Pros

I like the multiple features that are packed into this software calling tool. It allows not only for auto dialing but the predictive dialing as well.

Cons

The minimum 3 seats for a purchase might be a bit steep for little new companies just starting out,

Being on a cloud based software with no hardware. Increased sales.

Pros

Implementation was a breeze since they walked us through the process. Support was great even though it was outsourced. The automated dialer worked well for my lead gen team.

Cons

The call plan functionality was clunky. The company didn't integrate updates quickly. Didn't work well with wifi connections.

Pros

We were running into a problem with our sales staff not logging their phone calls. This product helped find lost sales.

Cons

None. It was very easy to set up and use. Like I said above, we were able to find a couple deals that our staff dropped the ball on

Pros

I like it for phone support. Seems easy to use and navigate. It's organized and the functions are easy to control for the phone aspect of it.

Cons

Very confusing regarding the email portion of the program. It's not very organized or easy to use. Do not like the set up.

Pros

The call reports are key. You can see what lists are providing the best leads and at what time. When you are calling in different area codes the dialer will automatically create the correct area code,

Cons

They strictly regulate the drop call ratio. As a call center, this is the most frustrating part of this software.

Pros

I used this Five9 for 1.5 years at my company, and I found it easy to use for both inbound and outbound calls.

Cons

I noticed some issues when the internet connection was slow - Five9 would sometimes go down without warning and need to reconnect.

Pros

it links up the phone number to our customer's profile in Netsuite for easy access. It makes transferring easy to other members in the office as well as seeing if other Five9 members are available or not.

Cons

I don't like that you don't get a list of phone numbers of calls that have come in. Many times I needed to call back, and there is no way to retrieve if you don't do it right away.

Able to make multiple call passes on the campaign.

Pros

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.

Cons

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.

Pros

Easy to use, integration with other programs and all you need is headphones and a computer and you can take your calling anywhere!

Cons

Lots of issues with integration not working. Transferring calls to other non-Five9 programs have been difficult for my agents.

Met urgent needs for IVR. Excellent, proven product.

Pros

The software allows for flexible management of IVR and agents. Even a small call center environment can benefit from the better visibility and control offered by Five9. On a short deadline, Five9 was able to configure and implement the solution to meet our urgent requirements. Also, the tools are easy to operate, lessening the dependence on support after implementation.

Cons

The software GUI could use some updating. This doesn't affect the functionality or ease of use, but the administrative tool especially feels dated.

Being able to look at data and listen to calls.

Pros

This is great for smaller call centers. Very user friendly and easy to navigate. The thing I love about five9 is the information you can gather on your call floor. There are tons of stats and pie charts that depict the type of calls your taking and how long things are taking. It's a great place to start because it can inspire you in ways that you might need to grow as a company.

Cons

I don't know that this would be the best option for a large call center, though it could be! This software is very dated though. It could really use an update.

Much better view of what our call center was doing. Recorded calls are awesome.

Pros

Five 9 is easy to us. You can customize it however you want. Adding additional phone numbers or agents is a snap. The account managers we have been assigned have been great. The people they assign to you durning deployment were extremely knowledgeable.

Cons

Call statistic data only saved for 60 days. Should have a way to save all data locally or keep it on their server for at least 2 years. Makes trending difficult. You can export reports but if you didn't know you need something and then the 60 days have elapsed you are out of luck.

There should also be a way to use the administrator functions on the web via a java applet. It would help out being able to make emergency changes on a cell phone.

Pros

Five9 has many reports and ability to pull old calls out and listen to them. This really helps when we need to double check a customer's name spelling or address. It is very straightforward and simple to use. My favorite is the many options for 'states' you can be in. Whether you're available for a call, on a break our outbounding. We were able to customize the states we needed.

Cons

You have to be careful to not upload too much information. We used to keep 'profiles' containing company information, which would pull up with the call. The problem with this is that it was too much to handle, and it would take 10 minutes to boot up, and be ready to take a call. We have since changed these profiles, which has solved the issue.

Insight into our contact center!

Pros

I enjoy the ease of use and convenience. It's nice to have a major call center phone system that I -a call center manager- can manipulate with IT's assistance.

Cons

The agent tools leave a little bit to be desired. We use a Zendesk Softphone adaptor, which is prone to glitching. The softphone has caused the a few headaches.

The largest benefit was the ability to control our own phone system instead of using a out of the box solution from another vendor. We are able to quickly set up campaigns and get to work.

Pros

I like the way you can easily set up a call campaign and be ready to make calls within minutes of installation.

Cons

I am not a fan of the low number of updates/advances in the software. We have been using Five9 since January 2017 and just saw our first update. In January when we addressed some basic features, we were told they should be resolved in the "next update". It took 7 months for the update.