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User Friendly CRM Integration Tool
August 23, 2023

User Friendly CRM Integration Tool

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

Software Version

Blended

Modules Used

  • Five9 Dialers
  • Five9 Workforce Optimization
  • Five9 IVR
  • Five9 Call Recording
  • Five9 Omnichannel
  • Five9 Global Voice

Overall Satisfaction with Five9

We use Five9 for Inbound and Outbound customer support. We use the application for campaign management, checking agent system availability, call screening and call recording functionality.
  • Call recording
  • Outbound Call Campaign Management
  • Call routing
  • internal transfers
  • Call Quality
  • Workforce Management
  • System Glitch
  • Call recording
  • Auto Answer
  • Salesforce Integration
  • Open APIs
  • Call tracking
  • Increased customer service
  • Increased agent KPIs
  • Increased productivity and no missing call log
Five9 has way better features than RingCentral - Five9 has way better features including the Call script, software integration, and ability to manage outbound campaigns while RingCentral doesn't allow these features

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

We use Five9 to communicate with our customers on a daily basis The application is well suited for scenarios such as: Call back timers for outbound campaigns, Salesforce integration (Ability to log every call that is made), Call recordings, Campaign Configuration, Auto answering and allows us to manage employee stats.

Five9 Feature Ratings

9.7
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
7
Call tracking
10
Multichannel integration
9
CRM software integration
10
9.3
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
7
Call analytics
10
Historical reporting
9
Live reporting
9
Customer interaction analytics
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Evaluating Five9 and Competitors

  • Cloud Solutions
  • Scalability
  • Integration with Other Systems
  • Ease of Use
The single most important factor would be the integration with other systems
Absolutely nothing would change our evaluation and selection process, We knew exactly what we were looking for and Five9 exceeded all those.