Five9

Five9

Logiciel cloud pour centre d'appels et call center

4.2/5 (344 avis)

Five9 - Présentation

Five9 est une solution de centre d'appels et de call centers optimisée par l'intelligence artificielle. Cette solution cloud propose des outils omnicanaux, notamment la gestion des appels entrants et sortants, un numéroteur prédictif, un numéroteur progressif, une discussion en ligne, un service client sur les réseaux sociaux, la répartition automatique des appels (ACD), etc.

Five9 est une solution cloud de centre d'appels qui fait bénéficier des milliers de centres d'appels dans le monde entier de la puissance d'intelligence artificielle pratique (Practical IA). Depuis 2001, Five9 contribue à proposer une expérience client omnicanal exceptionnelle. Triplez le temps de conversation des agents grâce à des numéroteurs intelligents qui ignorent automatiquement les non-réponses et les lignes occupées pour garantir la disponibilité du prochain client potentiel dès qu'un agent est prêt. Utilisez le routage intelligent pour diriger les appels vers les bons agents et utilisez les données sur les intentions du client pour prévoir de façon optimale les prochaines étapes pour les agents. Proposez des options en libre-service intuitives grâce au système de serveur vocal interactif de Five9.

Five9 fait bénéficier les centres d'appels de l'intelligence artificielle pratique pour augmenter l'efficacité et la rentabilité des agents et proposer, à chaque fois, une expérience client exceptionnelle, sur tous les canaux : téléphone, chat, mobile, e-mail, réseaux sociaux, etc. Utilisez le routage intelligent pour vous assurer que l'appel parvient au bon agent et utilisez les données sur les intentions du client pour proposer aux agents les meilleures étapes avant même qu'ils ne prennent la communication. Offrez aux clients des options en libre-service intuitives pour les problèmes courants avec un système de serveur vocal interactif facile à configurer afin que les agents puissent se concentrer sur des interactions à valeur ajoutée.

Améliorez la durée de conversation des agents grâce à quatre modes de composition différents qui ignorent automatiquement les non-réponses et les lignes occupées afin que les agents puissent passer plus de temps à parler avec des prospects. Les tableaux de bord visuellement dynamiques présentent des rapports et des analyses historiques et en temps réel permettant aux utilisateurs d'optimiser en permanence les performances de leur centre d'appels.

Prix

À partir de
N/A
Types de licence
version d'essai gratuite
Abonnement
Rapport qualité-prix

Appareils

Type d'entreprise

S
M
L

Disponible dans les pays suivants

Brésil, Canada, Amérique latine, Royaume-Uni, États-Unis

Langues

anglais, allemand, espagnol

Five9 - Avis

Note globale
4.2/5
83% d'avis positifs
151
Excellent
136
Très bien
42
Moyen
8
Médiocre
7
Horrible
Spencer P.
Traduire avec Google Translate

Five9 is THE PLACE to go to for excellent phone communication. Easy to use, fast, and reliable.

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 25/04/2018
Provenance de l'avis : Capterra

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.

Avantages

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.

Inconvénients

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.

Réponse de Five9

Hello Spencer, thank you for your great and thorough review. We're happy to hear that Five9 is working so well for you and is helping your business succeed.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

9.0/10
Kathy H.
Traduire avec Google Translate

Pretty pleased overall!

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 13/12/2017
Provenance de l'avis : SoftwareAdvice

Avantages

Reliable software for handling our incoming calls, like the fact that I can define campaigns and see where each call is coming from, like the reporting features for the most part (see one drawback below in "cons"). Connection is pretty good most of the time if using a hard-wired headset. Good customer service, very responsive and good at following up.

Inconvénients

Don't like the fact that since we've installed Skuid we cannot get Five9 to sync records with Salesforce, which has created numerous issues with duplicate records. Was working with you all to get this situated, but the attempted fix created a massive crash in the middle of our business day and I haven't been able to revisit for fear of doing that again. Maybe we can plan to work on it with you after hours...
Also don't like the fact that the reporting reports "ready state" whether in "ready voice" or "ready VM" or "ready voice and VM." Would like to have a separate reporting for "ready VM," which is a state we would not like to pay our agents for b/c it does not result in live answers, and "ready voice" or "ready voice + VM," which are states we do want to pay our agents for b/c the calls are answered live when those are the choices (unless all agents busy, of course).

Réponse de Kristin

Kathy, thanks for writing your review. I have reached out to your account manager who will reach out to you shortly. Please do let us know if you have any questions about Five9 features or reports; we’re here to help.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

8.0/10
Doug H.
Traduire avec Google Translate

Five9 is the best Cloud based VOIP system we have found

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 06/12/2017
Provenance de l'avis : SoftwareAdvice

We have tried about 6 different companies for our call center and Customer Service Agents and Five9 by far is the best solution. There are cheaper systems out there but you definitely get what you pay for. In my experience the lower cost solutions will cost you more money to implement and manage than just using Five9 to start.

Avantages

There are a lot of things we like about Five9. The service and customer support is very good. They are timely and everyone we have worked with is very knowledgeable. The system itself is very user-friendly. Since you are so involved in setting the system up you quickly become familiar with how to work with it and how things actually work.

Inconvénients

Initially I had concerns about the pricing with Five9's product compared to several other companies. I actually hired 3 different companies and ended the relationships with 2 before even getting them implemented. The customer service and setup of their systems was a nightmare. One took over 2 months to even get setup and after that several things we were promised didn't work. The 3rd company we used for about 6 months and had issue after issue and promise after promise not met. I came back to Five9 as it is worth the investment for my company.

Réponse de Kristin

Hi Dough, thank you very much for posting this excellent review. We strive to be a true partner to our customers, and our customer support team is one of the things that sets us apart from other vendors. Please let us know if we can ever be of service.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Traduire avec Google Translate

Five9 Review

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 29/05/2019
Provenance de l'avis : Capterra

It's incredibly valuable. The Supervisor Web application is great and provides valuable performance insights out of the box. It works incredibly well with Salesforce, and Five9 also has a plethora of strategic partner options for AI, Analytics, WFM, Quality Monitoring, Social Media, etc., that add further value to Five9's CC Software. We have a standing weekly meeting with our technical account manager that helps us maintain and implement all changes necessary. Further, this individual is always available when needed outside our standing calls.

Avantages

Plug-in capability with our CRM Salesforce. It's automation capabilities have increased both our average speed of answer and speed to lead response times. We leverage the managed services relationship to help maintain our IVR and its behaviors. This is also a great resource to consult with on new projects, ideas or considerations, as well as learn from others' best practices.

Inconvénients

It can be challenging to automate using processes and workflows that work directly with your CRM. I recommend you have an internal resource that's very tech savvy on all your operating systems, CRMs, contact center software applications, etc. If you don't dedicated the time, money and resources necessary, you may find the product disappointing. That said, I don't believe that's an issue with the product. Rather, the application or launch of the product.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Traduire avec Google Translate

Unbiased Review

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 23/08/2018
Provenance de l'avis : Capterra

They provide business solutions on a reasonable price. Their customer service is amazing. I haven't had any issues with how their tech or customer support team handle any issues we bring up. They are very personable. I just hope they launch web app for supervisor view that's included in the premium.

Avantages

It's easy to use and accessible as long as internet is available. Supervisor views are customizable to fit preference and requirements. Agent applet/softphone app is very user-friendly. It is not intimidating because it looks simple yet professional.

Inconvénients

Reporting is a pain. It does not show the numbers that will make sense in a BPO setting. Java based application for Supervisor is also excruciating especially if Java version in the PC is not compatible. Good thing agent applet has web-based option now.

Réponse de Five9

Hi, thank you for sharing your review. We pride ourselves with our excellent customer service team and it's great to hear your experience has been amazing. Please don't hesitate to reach out to your account manager should you have any questions about our reporting or any other features. We're here to help.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

8.0/10

Five9 - Prix

À partir de
N/A
Types de licence
version d'essai gratuite
Abonnement
Rapport qualité-prix

Five9 - Fonctionnalités

  • API
  • Chat
  • Conférences vidéo et en direct
  • Enregistrement des appels
  • Intégration CRM
  • Intégration de tiers
  • Messagerie instantanée
  • Messagerie vocale
  • Rapports et statistiques
  • Rapports sur les appels
  • Routage des appels
  • Suivi des appels
  • Transfert d’appel

  • Conférences
  • Identification de l'appelant
  • Intégration des SMS
  • Monitoring
  • Notifications automatiques
  • Réceptions
  • Tableau de bord d'activités

Five9 - FAQ

Voici quelques-unes des questions fréquentes sur Five9.

Q. Quels sont les types de licence disponibles pour Five9 ?

Types de licences disponibles pour Five9 :

Type de licence: Abonnement

version d'essai gratuite: Non disponible

Q. Quelles sont les principales fonctionnalités du logiciel Five9 ?

Nous n'avons pas d'informations sur les fonctionnalités de Five9.

Q. Qui utilise Five9 ?

Utilisateurs habituels du logiciel Five9 :

Grandes entreprises, Entreprises de taille moyenne, PME

Q. Dans quelles langues Five9 est-il disponible ?

Langues dans lesquelles Five9 est disponible :

anglais, allemand, espagnol

Q. Quels sont les types de licence disponibles pour Five9 ?

Types de licences disponibles pour Five9:

Abonnement

Q. Five9 prend-il en charge les appareils mobiles ?

Appareils pris en charge par Five9 :

iPad

Q. Avec quelles applications Five9 peut-il s'intégrer ?

Applications s'intégrant à Five9 :

Bitium, Freshdesk, Grow, Invoca, Logicbox, NetSuite, PlayVox, Salesforce Sales Cloud, Salesforce Service Cloud, injixo

Q. Quelles sont les ressources d'aide disponibles pour Five9 ?

Ressources d'aide disponibles pour Five9 :

Base de connaissances, Support en ligne, Support téléphonique