¿Qué es Five9?
Crea experiencias personalizadas de atención al cliente por teléfono, web, chat y más con el poder de la IA práctica. Aprovecha los datos de intención del cliente y el enrutamiento inteligente para derivar tus clientes al agente adecuado. Ofrece a los agentes una guía paso a paso antes de que descuelguen el teléfono. Proporciona opciones intuitivas de autoservicio con procesamiento de lenguaje natural en tiempo real. Sincroniza automáticamente las interacciones con tu CRM, supervisa y crea informes sobre el rendimiento en tiempo real. Conoce por qué más de 2000 clientes confían en Five9.
¿Quién usa Five9?
Five9 es un proveedor líder de software de centro de contacto en la nube, que atiende a miles de clientes y ayuda a organizaciones de todos los tamaños a pasar de software basado en las instalaciones locales a la nube.
¿Tienes dudas sobre Five9?
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Five9
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Opinones de Five9
Aditya
Best for inbound call processes
Comentarios: We used this daily for inbound and outbound call process. Didn't use any other so no comparisons but the UI was really simple with well defined tabs and a whole contact list.Once the agent got a call, it beeped to let the person know that he has got a call. However, there were real time updates as well over the manager's screen where he could see who is on call and who is on break which was helpful in managing the workflow throughout the day.There were call drops at times or no voice due to some network issues but overall it performed well.
Puntos a favor:
Simplest UI with well defined tabsDisplayed everything important on screen, call time and everything elseManager/supervisor panel had a detailed information and helped in managing work flow
Contras:
If there was a little bit of network trouble, the call dropped or there was no voice from the other end. Had to restart the station at times.
Wei Jie
Alternativas consideradas:
Cloud Contact Center Solution for Ever Changing Business Need
Comentarios: Ease of deployment and expansion based on ever changing business need.
Puntos a favor:
Flexibility to expand and downsize the capacity
Contras:
Lack of Coverage and Support in certain region and countries outside US.
Wil
Too big to keep up
Comentarios: A stable relationship ended when other outbound dialer solutions specialized in that area became too much to pass over. We switched to Convoso and have been very happy.
Puntos a favor:
Five9s platform was very dependable. The support teams were top-notch.
Contras:
We primarily used Five9 for outbound call center. The bare functionality was there but it was not a product that was meant for this purpose. New challenges like spam mitigation and answering machine detection were severely lacking. So much so that our rep provided us outside services to help with Spam mitigation at a great cost and in such a way that was virtually impossible to admin from their interface.
Helen
Five9 Wizard
Comentarios: We were able to realize that we had an issue with ACW and Hold time throughout our department that was having a negative impact on our customer experience. With that insight, we were able to be strategic with our coaching which had a positive impact on customer experience and ultimately customer loyalty.
Puntos a favor:
I love the reporting capabilities that five9 provides. There's so much data. From handle time, ACW, Hold time, Idle time, whether or not an agent disconnects first, etc. The reporting gives you a deeper insight which allows you to coach metrics that will increase the productivity on your team.
Contras:
Connection issues cause frequent system issues. Dropped calls and missing call recordings are common issues.
Zeynel
Five9: An All-Around Excellent Call Center Platform
Comentarios: Overall, our experience with Five9 has been very positive. The platform has helped us manage our call center more effectively and the customer service team has been outstanding.
Puntos a favor:
Five9 has been an exceptional call center platform for our company. It is incredibly user-friendly and provides a variety of features that make managing our call center easier and more efficient. The customer service and technical support staff have gone above and beyond to help us get the most out of the platform and are always available for any questions or issues.
Contras:
While Five9 has been overall very successful for us, there have been some issues with the reporting capabilities. The reporting is sometimes difficult to understand and the options for customization are a bit limited.
