¿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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Opiniones 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
Puntos en contra:
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.
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.
Puntos en contra:
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.
Puntos en contra:
Connection issues cause frequent system issues. Dropped calls and missing call recordings are common issues.
Thea
FIVE 9 as an Innovative and Efficient tool for Outsourcing
Puntos a favor:
Voicecall plays a vital role in our job since this is where our operations revolve and how we resolve our customer's concern. I could definitely say that Five 9 is an effective softphone where calls are effectively monitored and delivered to us. There are also seldom reports of tool problem when it comes to this platform, it's performance is deliberate and helpful in making sure our workflow is smooth.
Puntos en contra:
One enhancement that can certainly be helpful to users and management is if the tabs used are smaller and if the call history can be overviewed through hovering through the icons. Without having to leave your current call. This way you may check on other variables from five 9 even though the softphone is minimized.
Ana Karissa
Five9 Feedback
Comentarios: Very smooth and no issue with monitoring calls
Puntos a favor:
Easy to transfer calls and check recordings.
Puntos en contra:
Customer information record in five9 are not accurate
