En savoir plus sur Five9

Five9 est une solution cloud tout-en-un pour les centres d'appels entrants, sortants, mixtes et omnicanaux du monde entier. Optimisée par Practical AI, la solution Five9 permet aux agents de fournir des expériences client par téléphone, e-mail, chat, mobile, sur les réseaux sociaux, etc. Le flux d'engagement Five9 optimisé par IA (intelligence artificielle) utilise le langage naturel et le routage intelligent pour orienter les clients vers le bon agent, tandis que Five9 Genius déduit les données relatives à l'intention du client pour fournir aux agents des conseils sur les prochaines étapes avant qu'ils ne décrochent le téléphone. Quatre modes de numérotation réglables permettent d'éviter l'absence de réponses et les lignes occupées pour tripler le temps de conversation des agents. Le SVI (serveur vocal interactif) de Five9 avec reconnaissance vocale peut être utilisé pour les demandes courantes des clients afin de libérer les agents pour les interactions à forte valeur ajoutée. Surveillez, analysez et générez des rapports sur les performances du centre d'appels avec des mesures et des tableaux de bord en temps réel et synchronisez automatiquement toutes les interactions avec le CRM. Le centre d'appels peut être opérationnel en quelques jours et peut être étendu ou réduit en fonction des besoins de l'entreprise.
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Five9 - Prix

Five9 n'est pas disponible en version gratuite et ne propose pas d'essai gratuit. La version payante de Five9 est disponible à partir de 119,00 $US/mois.

À partir de :
119,00 $US/mois
Version gratuite :
Non
Version d'essai gratuite :
Non

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Five9 - Avis

Note globale

4,2
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Évaluation des fonctionnalités

Rapport qualité-prix
4,0
Fonctionnalités
4,1
Simplicité
4,2
Support client
4,3
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Tous les avis sur Five9

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471 avis
Enock
  • Secteur d'activité : Génie civil
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les mois pendant Essai gratuit
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
5
Simplicité
5
Support client
5

5,0
Publié le 22/10/2023

Logiciel de gestion

Avantages

Ce logiciel nous permet de vérifier nos appels l et la localisation de nos appels entrant et sortant et de servir la clientèle.

Inconvénients

Ce logiciel n'a aucun inconvénient. Je remercie les dirigeants de ce service. Je conseille à tout le monde d'utiliser.

Andrey
Andrey
  • Secteur d'activité : Banque
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé toutes les semaines pendant 6 à 12 mois
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
5
Simplicité
5
Support client
5

5,0
Publié le 25/01/2024

Five9 - One-Stop CCaaS Call Center Platform

Overall a great experience, multiple critical call center functions bundled into one easy to use, user friendly platform

Avantages

I like multiple inter-connected functions bundled together within the CCaaS Five9 platform including call center UI/UX, call routing, recording, logging and analytics

Inconvénients

It is on the costly side and took some time to implement, the setup configuration guides could be a bit more intuitive

Ray
  • Secteur d'activité : Vente en gros
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant 1 à 5 mois
  • Provenance de l'avis
Rapport qualité-prix
0
Fonctionnalités
2
Simplicité
2
Support client
3

4,0
Publié le 30/01/2024

Admin Review of Five9

Avantages

Five9 was hands-on during the setup. Their promises stated that Five9 had everything that we needed.

Inconvénients

What we received is not what we were promised. Limited integration with Salesforce. Support quality is hit or miss.

Laila
  • Secteur d'activité : Équipements publics
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
5
Simplicité
5
Support client
5

5,0
Publié le 15/12/2024

Very good call centre program to use!

Very good. It should be in every organization. Great training materials provided by the company and support is easy to get a hold of as well.

Avantages

Easy to use interface. Was able to utilize it in a lot of companies I had worked for.

Inconvénients

No cons per se. I did not notice any issues or bugs.

Sanchita
Sanchita
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 5 001–10 000 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
3
Simplicité
4
Support client
4

3,0
Publié le 29/08/2024

Customer Interaction software

We are using this as a point of contact for our customers, it helps us to make the process smoother by contacting them directly. Making calls, receiving calls, putting our profile on busy, maintaining contact list are some things which help us a lot.

Avantages

1. Very reliable software to use.
2. Very clear with the profile options to put as active and inactive.
3. No lag or issues came in between the discussions.
4. Voice mail by customers, messages are all just great features to deal.

Inconvénients

1. Issues come with deployment and number of errors.
2, There is no notification or option to receive the call, it directly auto receives the call, and the customer starts saying hello.
3. Difficulty in understanding the call history records.

Amitabh
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 1 001–5 000 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
3
Simplicité
5
Support client
4

3,0
Publié le 19/11/2024

Five9 cloud phone

We are using Five9 as a cloud contact support platform to call and interact with our customers. It is not that much efficient as we expected. Frequent session logout and audio quality issues cause trouble in doing work.

Avantages

1. Easy to integrate with any ticketing tool. It is added as a plugin and is easy to use and manage.
2. You can setup from station based on Gateway or any id that you configured.
3. Proper reporting of incoming and outbound calls.

Inconvénients

1. Automatic logout from the machines if you are not there for even 5 minutes.
2. Voice quality is not that much clear and good.
3. Very slow and time taking to start in the day.

Bharath
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 1 001–5 000 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
3
Fonctionnalités
3
Simplicité
5
Support client
4

3,0
Publié le 03/12/2024

A way to communicate,

Using this as a cloud contact center to make and receive calls and to make records and live tracks of all outbound and inbound calls.

Avantages

1. Integeration is easy and convinient of Five9.
2. Customer support team is really helpful and provides timely resolutions.
3. Helps to grab real time records to see calls and chats.

Inconvénients

1. Laggy in performance.
2. There is no information whenever a call recieved it is automatically started and ended.
3. Sometimes we saw gaps in records data as well.

Marilyn
  • Secteur d'activité : Services aux consommateurs
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis
Rapport qualité-prix
0
Fonctionnalités
3
Simplicité
5
Support client
0

3,0
Publié le 13/10/2024

Good but it can be better

Avantages

So I like how simple the platform is overall. It’s not complicated at all, which is ideal for business applications.

Inconvénients

Now, I believe it has a few issues that, if resolved, would be fantastic.

Just to mention one or two, you can be in a call and get kicked out for no reason. Also, even after months of use, when you try to access it, it says it needs to be downloaded again. It also freezes during calls, which makes it a little difficult to deal with.

Shaun
  • Secteur d'activité : Marketing et publicité
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
2
Fonctionnalités
3
Simplicité
3
Support client
3

3,0
Publié le 01/12/2024

They're OK

Great company but for all around needs and functionality there are better choices

Avantages

Not much, they were great when they started but seem to have fallen behind

Inconvénients

See above answer, too many bells and whistles that did not work properly

Utilisateur vérifié
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé toutes les semaines pendant Essai gratuit
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
5
Simplicité
5
Support client
5

4,0
Publié le 18/01/2025

Manage Your Call Center with Ease Using Five9

Avantages

It provides strong reporting capabilities and an easy-to-use interface to assist track KPIs and effectively manage time. Additionally, it makes it simple to gather client feedback and manage calls without any lags, guaranteeing excellent communication during calls.

Inconvénients

While using it, I didn't run into any major problems or bugs.

Utilisateur vérifié
  • Secteur d'activité : Médecine douce
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant 1 à 5 mois
  • Provenance de l'avis
Rapport qualité-prix
0
Fonctionnalités
2
Simplicité
4
Support client
0

3,0
Publié le 13/04/2024

Very Basic For a Huge Market

Avantages

I like that's easy to use and integrated with a custom-built ERP, you can use webhooks, and integrated links to interact with the platform.

Inconvénients

It's too basic, and the algorithm for the distribution of calls is very flawed. You don't have a smart, context-aware algorithm

Micha
  • Secteur d'activité : Hôpitaux et soins de santé
  • Taille de l'entreprise : 10 000+ employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
3
Simplicité
5
Support client
5

5,0
Publié le 01/07/2023

For remote customer support employees

Reliable software for remote technical support work.

Avantages

Reliable software for remote technical support work. User friendly. I learned the principal functionalities in a couple of hours.

Inconvénients

If the routing set up is not properly done is possible to receive calls from certain countries with the instrument information on display belonging to a different user. It's annoying as the agent has to inquiry again to the customer over the phone. Maybe integrating an AI which recognizes the phone country code?

Shawn
  • Secteur d'activité : Assurance
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis
Rapport qualité-prix
0
Fonctionnalités
4
Simplicité
4
Support client
0

5,0
Publié le 15/11/2023

A great dialer for call center environments

Avantages

Tracking calls in queue, recording and live listening to active calls.

Inconvénients

Does not track number of agents on calls very well, only shows active names, not a total # of agents.

Lamine
  • Secteur d'activité : Banque d’investissement
  • Taille de l'entreprise : 1 001–5 000 employés
  • Logiciel utilisé toutes les semaines pendant 1 à 5 mois
  • Provenance de l'avis
Rapport qualité-prix
0
Fonctionnalités
5
Simplicité
5
Support client
0

4,0
Publié le 21/10/2023

For Five9

Avantages

I like it a lot because it's easy to use with good, fast and efficient support. It has lots of advantages in terms of functionality and also in terms of price.

Inconvénients

I like it but customization is difficult and takes time

hollie
  • Secteur d'activité : Services d'information
  • Taille de l'entreprise : 1 001–5 000 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
4
Simplicité
5
Support client
5

5,0
Publié le 02/06/2021

Very pleased with the software.

A plus. Really made a huge difference for our company.

Avantages

I like the non stop call base, I really like the record button. I also like how we can transfer to the vote line with ease. No more having to hold and dial, it automatically does it for you ! Love that feature! The fact that my boss can hope on anytime if need be, or listen inn on performances is also key for our company! Great features. Great price, Great organization for our team.

Inconvénients

At times it would run slow, and we would run into tech issues with dial up system some times.

Sigmund
Sigmund
  • Secteur d'activité : Biens de consommation
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
3
Simplicité
4
Support client
5

4,0
Publié le 05/08/2022

Works for Small Businesses

It works well if you don't need to deep-dive on call and ticket data in the future, in which case you would need to shell out additional payment per agent to be able to have your data stored for longer within the ecosystem

Avantages

Easy to use as a standalone, web-based inbound and outbound calling tool, good reporting capability and monitoring

Inconvénients

Records are only retained for 60 days and this encompass both reports as well as recording databases. Even downloaded record data is erased remotely!

Charmaine
  • Secteur d'activité : Automobile
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
0
Fonctionnalités
3
Simplicité
5
Support client
0

4,0
Publié le 14/10/2022

Five9 - Effective & Efficient

For the most part, Five9 is simple to set up, easy to understand, and makes receiving, logging audiorecordings, and documenting calls very efficient.

Avantages

The seamless connection between clients and the representatives off site (both in office and from home)

Inconvénients

There are some features, such as end of call dispositioning, which require 2 separate clicks to complete. This often makes for lost time, missed 2nd click, resulting in the call not being correctly dispositioned.

dennis
dennis
  • Secteur d'activité : Marketing et publicité
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
5
Simplicité
5
Support client
0

5,0
Publié le 18/09/2021

Five 9 simple and efficient for call centers

We have been using it for years on in now and really never had any issues , if they do occur they are fixed rapidly

Avantages

The ease of online dialing and being connected to your phone, monitoring calls, seeing what calls for which products are holding,

Inconvénients

It could be some extra features I guess or maybe just made it more a little user friendly

Kevin
Kevin
  • Secteur d'activité : Externalisation/délocalisation
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
4
Simplicité
5
Support client
5

4,0
Publié le 10/09/2018

One of the most call center software that you can find today

Overall experience is very astounding , the software itself is again very easy to use, support is always ready to help you, very recommendable to my friends and I am looking forward to use Five9 in the years to come.

Avantages

From the very first day I started using Five9 I was amazed by how this software can do for you, it is very user-friendly and most of all their support team is very helpful. Doing inbound and outbound calls to people is very easy and It makes my job a lot more easier than the usual.

Inconvénients

Everytime that there is an update on the software there will be errors that will pop right after, or giving me a hard time logging in again, I hope that they can do something about this very soon.

Réponse de Five9

Hello Kevin,
Thanks for taking the time to share your feedback. We pride ourselves with having the best customer support team in the industry and it's great to hear you would recommend Five9 to your friends. Please let us know if you ever have any questions - we're here to help you succeed.

Répondu le 11/09/2018
Utilisateur vérifié
  • Secteur d'activité : Construction
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis
Rapport qualité-prix
1
Fonctionnalités
2
Simplicité
3
Support client
1

2,0
Publié le 08/12/2021

Over promised and under delivered, completely wrong fit for our crm

ive neve wasted so much time in my life on one single problem. it has been a huge money pit, just make sure this company is fully compatible with your crm, it has been a TERRIBLE experience for us so far.

Avantages

how efficient it is and that it can call multiple numbers at once and have the ability to have a pop up screen on your crm (IF COMPATIBLE)

Inconvénients

the software does not integrate fully with our CRM, the sales rep said it fully was integratabtle, its been over 6 months now and it still doesn't work right. I've asked multiple times for a refund or extension of our amount of time we paid for and I haven't gotten any response. currently now they wont even answer us to try and resolve the integration issue. extremely frustrated with this company.

Utilisateur vérifié
  • Secteur d'activité : Immobilier
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
4
Simplicité
4
Support client
4

4,0
Publié le 29/05/2019

Five9 Review

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.

Utilisateur vérifié
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 10 000+ employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis
Rapport qualité-prix
0
Fonctionnalités
4
Simplicité
4
Support client
0

4,0
Publié le 08/07/2022

Five9 - An effective softphone

Avantages

Having clear-cut, easy to use features for putting calls on hold, transferring to other parties, and establishing conference calls is a very impressive feat considering how many competitors products function. There are rarely issues with the software itself.

Inconvénients

There are times when the core service will go down and the notifications to let you know that you are not connected need to be more visible. I have seen it before where the only indicator that your softphone is not active is a very small red X in the bottom right corner of the Five9 user interface.

Sven
Sven
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
2
Fonctionnalités
4
Simplicité
1
Support client
5

4,0
Publié le 04/04/2018

By far the best Saleforce dialer but very complex to set up. Lacks basic process out of the...

Avantages

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!).

Inconvénients

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.

Max
Max
  • Secteur d'activité : Télécommunications
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
5
Simplicité
4
Support client
5

5,0
Publié le 12/02/2021

Five9 will give your team a High Five

Overall five9 is one of the leaders in the space and my experience with it has been great

Avantages

This cloud contact center has the best dialing features for sales teams, so if you are looking to make more sales with your team and in search of a CCaaS platform for this a good one!

Inconvénients

The only issue I have with five9 is the admin is not the easiest to manage, and I don't like that it is not web-based it requires java to run.

Krystyna
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 1 001–5 000 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
5
Simplicité
4
Support client
5

4,0
Publié le 28/02/2019

Managing Interactions With Clients Has Never Been That Easy

You need a solution for maintaining your interactions with the clients without losing your mind? Then you need Five9. I highly recommend this platform to anyone who wants to make sure that all the customer requests are satisfied and needs all the documentation at their fingertips.

Avantages

I've been using Five9 for quite a while for managing all my interactions with clients via different means. Things are easier with centralized reporting. The best aspect of Five9 is that it is cloud-based, so you have no confusion with your documentation. The platform's setup is quite simple, you don't have to be some IT-wizard of Oz to get into it. But even if you can't, you can contact Five9's technical support – their managers can solve basically anything.

Inconvénients

I can hardly find something to complain about Five9. Even if I had some complaints with them not being up to the minute, I would have been too late with posting it, as the platform is updating constantly. The only thing that I can complain about is the notification, as they pop up in the middle of the screen, but that's more of slight irritation, rather than some major flaw to be pointed out.

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