Five9 Cloud Contact Center Software

Pros

Supervisor seat has an iPad app
Easy to manage multiple agents from the supervisor seat
The best and safest software for compliance purposes

Cons

Slow response with support
Java updates
The interface looks and feels outdated
No mobile app for agents

reduction in operating costs

Pros

The technical support it receives from the support staff. The reporting features are amazing for rep and volume analysis

Cons

Automatic feature to set users to "ready" if in ACW for a set amount of time. No Android application

Pros

Easy deployment to teams, great set of features and options for automated dialing and for supervising of calls, including live monitoring.

Cons

The only downside is that the PC clients require Java for running, which sometimes is an annoyance to manage, having to make sure you have the correct version installed.

Pros

What I liked the most is how user friendly it was. Once you got the hang of it, it became really easy to use.

Cons

What I did not like was it was really hard to record calls. You had to use the phone dialer which I did not.like.

Pros

There will be updates that are not automatically sent in. So sometimes the system is buddy or glitchy.

Cons

All the updates that the software goes through. At times when you are in the middle of the work day, it will glitch during a call.

Pros

When I started at Myron Corp, I used too be at the call center dept. We used five9 to manage all the accounts/calls. It helps you to keep track of your calls and if you're supervisor give you a lot of organized information.

Cons

Once five9 was down we stoped all calls. Rarely happens but in 5 minutes we may have lost 300+ calls.

Pros

Five 9 is a very proactive and practical dialing software, it helps us to record and track any important calls.

Cons

Sometimes the program stops working for a bit, but their customer service is amazing they help us really fast to solve any issues.

Pros

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.

Cons

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!

Great reports and statistic metrics. Our customers can get a hold of us all the time and they very seldom have to leave us a voice mail. Our sales and patient retention has increased!

Pros

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.

Cons

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.

Pros

We absolutely love how powerful the reports are, such as call volumes & statistics. this allows us to keep up with our agents at any time and it has lead to a massive, consistent increase in productivity.

Cons

Some reports may take some time to populate & export, but even with this minor delay, Five9 is one of our top choices in software. We absolutely love using it.

Pros

This software is being used by the whole company to monitor the sales and customer service agents. Call recording has been a masterpiece for our Quality associates.

Cons

I haven't used all of the features. So far, I haven't experienced any major issues with this software.

it records automatically so it help us save time.

Pros

I like the fact it is easy to use, also gives me the chance to move forward or backward in the recordings

Cons

I think it would be nice to have a dashboard generate reports and an option to grade recording for QA, and be able to see those metrics.

Pros

Easy to use and super practical to interact with our external costumers and to build relationships.

Cons

The least thing we like is that it's a bit pricey, we would love that this would've been for free for personal use.

Pros

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.

Cons

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.

The benefits I got from this software is a great quality inbound call service center for a reasonable cost. It is incredibly easy to learn and use regularly. Also, using the report features it gives the user, we are able to find data on each of our calls. We even give bonuses to those who consistently report high numbers in new patient calls, based off what data the report gives us. It's incredibly helpful insight to help guide us along on whether we should revamp the way we answer calls or even consider two employees on the shift at once to take calls.

Pros

I like the most how it disconnects from the complication of having a business line. There are special call center phones with setups and programs that make taking calls difficult. Five9, however, is simple. We use a pair of headphones and the software and you're set to take calls at any time! The quality of the phone communication is great and we've had a consistent, reliable beam of phone service since we started using Five9 about 1.5 years ago. The software itself is incredibly simple and easy to learn as well as being fast and efficient. It's the little things, like being able to run weekly reports on calls, and seeing if another person is waiting in queue to talk to you, that matter.

Cons

There are two things I like the least: customer service and not being able to block incoming call numbers easily. On average, I have to call Five9 Customer Service once every 2-3 months about a question. The customer support employee on the other end of the line does their best, but usually they are not helpful about the specific issue. They have helped me with a 5 star-rating in some issues, but sometimes it's a 2-star interaction when they don't know what to do. It's kind of a "turn it off and turn it back on again" approach. I've had a few times where they simply don't know how to resolve the issue. They keep checking back on you, calling and sending emails several times after the issue. This is a nice sentiment, but often results in annoyance when the issue has already been settled or someone found out something on their own. The other thing I like the least and the reason I gave it 4 stars for features and functionality is that there is only one way to block incoming numbers. Many unknown numbers call our office every day and hang up immediately. We think this is an automated service or sales call which has glitched and called us. To block a number, you have to go into the manager's portal and reroute the calls. It's a complicated process.

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