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Avaliações 524 Five9 Intelligent Cloud Contact Center Platform
Com o Five9, podemos criar nossos próprios fluxos de chamadas IVR e configurar nosso sistema para atender às necessidades do nosso negócio. Não precisamos abrir casos de suporte constantemente apenas para fazer alterações, podemos fazer a configuração nós mesmos. A plataforma é muito confiável e pode migrar geograficamente se houver alguma interrupção. Os serviços TAM são ótimos se você precisar de assistência extra para configurar seu sistema ou apenas precisar de outro defensor para o seu negócio. Análise coletada por e hospedada no G2.com.
O produto Community WFM não é adequado para centros de contato maiores ou mais complexos. Se você tem complexidade em seu centro de contato, provavelmente gostaria de considerar uma das outras ofertas de WFM deles. Análise coletada por e hospedada no G2.com.
A coisa mais útil sobre o Five9 é que eles têm uma solução para cada uma de nossas necessidades. Junto com a equipe de suporte, o TAM e o Gerente de Conta, eles agregam valor ao produto. Eles se preocupam em nos fornecer uma solução. Com o conhecimento adequado em tecnologia, aprender sobre seus vários produtos torna isso mais fácil. Análise coletada por e hospedada no G2.com.
Nada. Meu último ponto foi ofuscado pela boa documentação do produto no site deles. Análise coletada por e hospedada no G2.com.
Five9 is an all in one contact center as a service (CCaaS) platform. They have everything you could possibly need all in one location from one account. They offer different features based on specific needs and the best part of five9 is that it can be completely customized for your businesses specific needs Análise coletada por e hospedada no G2.com.
The customer support team could use some improvements. It doesn't always seem like the team is on the same page or has the required knowledge to actually be able to throughly assist with support issues. Also, the setup of five9 takes a good amount of five9 knowledge to be able to implement properly. I had to learn for over 2 years all things five9 before I was confident in building out the system for the company I was employed with. Análise coletada por e hospedada no G2.com.
Account Managers are helpful and strive to work with your organization to find products that fit your needs
Technical Account Managers are fantastic and can help new Admins design or redesign contact flows
Lots of customizable options, lots of products to choose from to suit your business needs
Lots of improvements to various products over time, transparent release notes and communication about early releases or delays
AI options and custom solutions are available. Five9 team is willing to scope projects to try to find solutions that may be out of the ordinary set up
A lot of Five9 is fairly intuitive and easy to use for beginners. Agents can pick up tasks without extensive training to hit the ground running.
Online training (university) and documentation is available, as is the helpdesk with a searchable knowledgbase with questions from other users
Outbound dialer has many options and is easy to setup and monitor Análise coletada por e hospedada no G2.com.
Some of the basic contact center tools/functionality offered by other vendors is considered an add-on and there are additional fees
Some of the products (Virtual Observer) have archaic interfaces and leave room for desired feature requests
Some basic features of Agent Dashboard are not available (bulk delete, sorting by column/variable details, threading although that is being worked on now)
Some routing for more complex business use-cases requires workarounds which can be cumbersome to maintain (transferring chat profiles from one to another is not possible wit standard SCC/VCC settings, but a workaround is available with VIVR setup)
Standard canned reporting can be tricky for chat analysis Análise coletada por e hospedada no G2.com.
Eu adoro como é fácil configurar IVRs no Five9 em comparação com algumas outras soluções. Gerenciar usuários também é muito simples para administradores de TI como eu. Análise coletada por e hospedada no G2.com.
Eu não gosto de todos os diferentes painéis e ferramentas que temos que usar. Eu gostaria que tudo estivesse em um só lugar em vez de ter uma ferramenta de desktop para gerenciar usuários. Isso deveria estar incluído no painel do supervisor. Análise coletada por e hospedada no G2.com.
Dear Roe Roa and Benedict Villarosa,
I hope this message finds you well. I am writing to express my heartfelt gratitude for the incredible support and care you both provided during the implementation of the Five9 phone system. From the very start of the project to its successful completion, your expertise, responsiveness, and dedication made all the difference in the ease of integration.
Building the IVR with you was a highly collaborative experience. Despite the many nuances we encountered, your attention to detail and commitment to finding solutions ensured we achieved a system that was both robust and user-friendly. You consistently went above and beyond to address every challenge with professionalism and creativity.
Moreover, your guidance and hands-on approach in implementing the chat, SMS, and email components were equally outstanding. Your ability to anticipate potential hurdles and provide clear, timely resolutions was invaluable. You both demonstrated not only technical expertise but also a genuine commitment to our success every step of the way.
Your level of customer support, care, responsiveness, and expertise have set a high bar for any future implementations. I cannot thank you enough for making this process so smooth and for being such dependable partners throughout the journey.
Please know that your efforts have not gone unnoticed, and I truly appreciate the dedication and professionalism you both brought to this project.
With gratitude and appreciation,
Sincerely,
Matt Lewittes
Customer Service Manager
(Primary Technical Contact / Trainer)
TruMedsRX Análise coletada por e hospedada no G2.com.
Nothing major, a few system limitations that will hopefully course correct in the future. Análise coletada por e hospedada no G2.com.
It's great that it allows me to work from home and take care of our cancer treatment customers remotely. I can also call customers using the same system, if need be. I use the system from 7:00 am to 12:00 pm every Tuesday. Análise coletada por e hospedada no G2.com.
Well, as an example, whenever Windows updates are applied to my laptop, it sometimes upsets the settings of Five9 on my laptop, and I have to call Five9 support to get this resolved. When I call about this, Five9 already seems to know about it. It would be great if Five9 could send out a notice about any known issues to all users as soon as possible to keep downtime using the system to a minimum. Análise coletada por e hospedada no G2.com.
Eu adoro o uso fácil do Five9 - ele tem recursos que são facilmente acessíveis e prontamente disponíveis quando necessário com urgência - como salvar os últimos números de telefone chamados se precisar retornar a ligação. Contatar o Suporte e tê-los retornando é incrível! Eu tive as melhores pessoas me ajudando quando necessário! Eu uso o Five9 5 dias por semana por mais de 40 horas e ele tem um serviço excelente! A integração com nossa plataforma tem sido muito suave. Análise coletada por e hospedada no G2.com.
O único aspecto que diminui a experiência do Five9 para mim é ter que atualizar a senha mais de duas vezes por ano. Análise coletada por e hospedada no G2.com.
Há uma resposta rápida sempre que qualquer caso é levantado com a equipe de suporte, o que é muito apreciado. O engenheiro retorna a ligação mesmo que seja um caso P3/P4. Análise coletada por e hospedada no G2.com.
Sem acesso ao Log do sistema de backend, como parceiro, esperamos ter algum nível de acesso à plataforma de backend. Análise coletada por e hospedada no G2.com.
As an administrator for numerous phone systems and contact center platforms, it has been my experience that Five9 is among the best. Perhaps most importantly onboarding for users and admins was handled very well and their knowledge base is expansive and covers all one needs to know about Five9 products. Implementation was thoroughly planned and flawlessly implemented. Next the platform itself is stable, reliable, and offers customization that exceeds expectations. Lastly I can't emphasize how helpful, and responsive our technical account manager is. Análise coletada por e hospedada no G2.com.
In my experience, I have nothing negative to say about Five9. Análise coletada por e hospedada no G2.com.
