Five9 Cloud Contact Center


Logotipo do Five9 Cloud Contact Center

 

376 avaliações (4/5)
 

Five9 is an all-in-one cloud contact center solution for inbound, outbound, blended and omnichannel contact centers world-wide. 

Powered by Practical AI, Five9 enables agents to provide customer experiences across phone, email, chat, mobile, social and more. 

The AI-driven Five9 Engagement Workflow uses NLP and intelligent routing to get customers to the right agent while Five9 Genius derives customer intent data to provide agents with next step guidance before they pick up the phone. Four adjustable dialing modes skip no-answers and busy signals to triple agent talk time. 

Five9’s IVR with speech recognition can be used for common customer inquiries to free up agents for high-value interactions. Monitor, analyze and report on the contact center’s performance with real-time metrics and dashboards, and automatically sync all interactions with CRM. 

The contact center can be up and running in a matter of days and can be scaled up or down based on business needs.

 

Five9 Cloud Contact Center - Agents
 
  • Five9 Cloud Contact Center - Agents
    Agents
  • Five9 Cloud Contact Center - Agent dashboard
    Agent dashboard
  • Five9 Cloud Contact Center - Supervisor dashboard
    Supervisor dashboard
  • Five9 Cloud Contact Center - Handled interactions
    Handled interactions
  • Five9 Cloud Contact Center - Email
    Email
  • Five9 Cloud Contact Center - Email interactions
    Email interactions
Sistemas operacionais compatíveis:
Mac OS, Navegador web (independente o SO)

376 avaliações do Five9 Cloud Contact Center

 

Wendee C. Especialidade: Automotivo Número de funcionários:  501-1000 funcionários Número de funcionários:  501-1000 funcionários

06/11/2018

06/11/2018

Fonte da avaliação: Capterra

My job my life

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I use this on a daily basis for my job. Over 3 years now I've been using it and whenever i have any issues even slight, they are there to help me thru it. There's been a few times I've had my own pc issues and they have been there to help me get it going and back onto work. Love this software.

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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.

Desvantagens

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.

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Resposta: Five9 16/11/2018

Hello Wendee,
Thank you for sharing your amazing feedback with us. We're happy to hear that you love our software and our customer support. Please let us know if we can ever be of service.

Kimber C. Especialidade: Serviços ao consumidor Número de funcionários:  1001-5000 funcionários Número de funcionários:  1001-5000 funcionários

01/10/2019

01/10/2019

Fonte da avaliação: Capterra

If you want the best...

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The overall experience is great as you can focus on running your business rather than fighting with software. The multiple modes of dialer is extremely helpful too.

Vantagens

After several trials with other dialer systems and getting out of a contract with another dialer company, Five9 is simply one of the best systems for large organizations. Not only is it user friendly and easy to set up and management, the reporting functions are great and customizable. So easy to add/remove users and update skills. Uploading leads is a synch.

Desvantagens

The ability to view agent chat sessions needs to be improved. It appears there is functionality there but in fact, you must log on as the agent to view. Upon doing so, you must kick the agent out of production.

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Resposta: Five9 14/10/2019

Hi Kimber, thank you for taking the time to share your review here on Capterra. We are so happy to hear that you are having a great user experience, thank you for being part of the Five9 family. Please do not hesitate to reach out to us if we can be of any further service.

Best Regards,
Cindy Seto
Customer Advocacy Manager

Lin V. Especialidade: Hospitais e Saúde Número de funcionários:  5001-10 000 funcionários Número de funcionários:  5001-10 000 funcionários

08/07/2020

08/07/2020

Fonte da avaliação: Capterra

Amazing Change Management Tool

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We've using Five9 for change management and some of our workforce engagement, and it has been a great experience so far when paired with our learning management system for learning and improvement assignment. The UI is fairly intuitive, so out managers and directors have been quick to pick it up and apply to our growing initiatives.

Vantagens

Five9 support is fantastic, and the UI intuitive enough for the majority of our managers and directors to pick up relatively quickly. We use NICE Engage as well, and this platform is far superior.

Desvantagens

Five9 has not been as widely adopted within our managers as WalkMe had been amongst our general users. The UI is easy to use, but could use some updating.

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Resposta: Five9 13/07/2020

Hi Lin,

Thank you for taking the time to share your experience with Five9.

Best regards,
Five9

Christopher M. Especialidade: Publicidade e marketing Número de funcionários:  13-50 funcionários Número de funcionários:  13-50 funcionários

06/08/2019

06/08/2019

Fonte da avaliação: Capterra

Hard to implement, but robust

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It's very robust software, but the implementation is not worth the trouble- it's made for calling a large, large body of numbers with little need to change the leads within the campaign.

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Once you get it going, which isn't easy at all, it doesn't quit running.

Desvantagens

It's horrible to implement, the support is awful, it also uses mechanics that are impossible to understand with minimal documentation.

Bernard G. Especialidade: Software Número de funcionários:  2-10 funcionários Número de funcionários:  2-10 funcionários

18/07/2020

18/07/2020

Fonte da avaliação: Capterra

Excellent cloud CCaaS leader

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It has been over the top positive and consistent with feedback from my peers

Vantagens

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

Desvantagens

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