Five9 Contact Center-Pros and Cons

General Information
Five9 is an AI-powered contact and call centre software. The feature that this tool has are Predictive, Progressive, Power, & Preview Dialers, Campaign & List Management, Local Number Options, NC Compliance and Web Callback. The software also provides features such as Omnichannel ACD, Voice-enabled IVR, CTI Screen Pop, Post-call Surveys, Skills-based Routing, Agent Scripting and Call Conferencing.
Newer Innovations in the Five9
Some of the latest innovations in FIVE9 tool are Intelligent Omnichannel Routing, Auto Dialer Modes, CRM Integration and Workforce Management (WFM). It also has inbuilt features like Reporting & Analytics, Omnichannel Interactions, Amazing Customer Experiences, End-to-End Solution and Cloud APIs.
Why we use Five9
With Five9, we can gain business intelligence on scripts. It shortens startup and integration timelines. It is easy to integrate and customize. It is a highly secure tool. It offers extensive expertise and technology update to its partners.
Industry positive comments
Some of the positive feedbacks are it has a very easy to use interface. It has a layout that is easy to use. Its speeds up dialling and allow reaching more customers. It is accessible without having to go online. It has the best technical support.
Needs Improvement
The areas that need improvement are dial count, custom options, notifications pop up, the reporting feature is complicated, and the admin portal, which is outdated and confusing.
Similar Products in the industry
Some of the similar search products in the industry are Genesys Pure Engage, Genesys Pure Connect, TalkDesk, Genesys Pure Cloud, UJET, Aspect Workforce Management, Avaya Aura, Fuze, SAP Contact Center, CallMiner Eureka.

You may also like these