Thanks to five9 we improve our relationship with our customers
March 21, 2022

Thanks to five9 we improve our relationship with our customers

America Castañeda | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Inbound

Modules Used

  • Five9 Omnichannel

Overall Satisfaction with Five9

This software has helped us a lot with our customer service. The agents have found the program very easy to use and its various tools such as call recordings, omnichannel system and chatbots, allow our work to be much faster, efficient and better serve customers.
  • Interactive responses are very useful to be able to serve the customer automatically, without the need for a real agent.
  • It has omnichannel functions where all the information from different platforms such as chats, emails, telephony, messages, is centralized in a single system.
  • The tool to analyze the interaction with customers has allowed us to improve relationships and we keep a record of what to do and what not to do.
  • If it could also work offline or without internet it would be great, so it would not be limited only to when you have a good connection.
  • It is a big limitation that it does not have a mobile application, I depend on a computer to be able to serve customers.
  • Its omnichannel support is very good, but they should integrate social networks, because there are also customers who need our attention.
  • It has an excellent call routing, to be able to direct the different calls to the agents according to the customer's need and the agent's capacity.
  • Its call recording is very useful to be able to monitor the behavior of agents and customers and improve customer service.
  • The call guide is very helpful to orient new agents to answer customer questions.
  • Thanks to the fact that our agents serve more numbers of customers, because of the features that this program has, we can say that it has been a 100% satisfactory software. The problems that we had of serving customers through different channels is over and that allows agents to be more efficient and productive in their work.

Do you think Five9 delivers good value for the price?

Yes

Are you happy with Five9's feature set?

Yes

Did Five9 live up to sales and marketing promises?

Yes

Did implementation of Five9 go as expected?

Yes

Would you buy Five9 again?

Yes

Our work team has improved its performance and productivity, we have been able to establish better ways of communication with our customers and solve their problems faster. The new chats and new channels have attracted new clients, which has allowed us to generate more profits, so we highly recommend it.

Five9 Feature Ratings

Agent dashboard
10
Validate callers
9
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
9
Predictive dialing
9
Interactive voice response
10
REST APIs
9
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
Inbound call routing
9
Omnichannel inbound routing
9
Recording
10
Quality management
9
Call analytics
9
Historical reporting
10
Live reporting
10
Customer interaction analytics
9