Five9 Review

Overview

Five9 is a cloud contact center platform for outbound, inbound, omni-channel, and blended contact centers around the world. The software is powered by Practical AI and empowers companies to deliver customer support on phone, chat, email, social, mobile, and more.

The AI-driven engagement workflow utilizes natural language processing and smart routing to direct consumers to the appropriate agent. Five9 Genius obtains consumer intent data to provide guidance to agents before they respond to a call. In addition, four adjustable dialing methods skip busy signals and no-answers to boost agent talk time.

Five9’s IVR facility has speech recognition capabilities and can be utilized for common customer queries to enable agents to focus on high-value interactions. You can use the real-time dashboards and metrics to analyze and report on your contact center’s performance. Finally, you can automatically sync all engagements with CRM.

Benefits

Practical AI

Five9’s Practical AI functionality can boost your agents’ productivity as well as customer satisfaction. The Intelligent Routing tool directs calls to the right rep. Smart dialers skip no-answers and busy signals. When an agent becomes free, you can seamlessly connect them with the next caller. The IVR tool offers intuitive self-service choices. The FAQs feature frees your agents’ time so they can concentrate on quality engagements.

Great Voice Quality

You get crystal clear voice quality as Five9 utilizes voice lines from leading providers. The best part is you don’t need to buy any extra hardware to set up and use the system. The software is wholly cloud-hosted and works equally great on any internet-enabled device.

CRM Integrations

Five9 places consumer data at your ready disposal and enables you to export it easily and quickly to your desired database. The platform facilitates this by integrating automatically with top CRM service vendors such as Oracle, NetSuite, Zendesk, and Salesforce.

Intelligent Routing

Five9 is a smart and independent platform that can route calls to the right agents without any interference. The application depends on IVR selections, agent availability, customer history, and other factors to connect customers with agents. Plus, the system provides an open option you can use to reroute a call if the rep is busy. Because of these features, callers can get prompt assistance at all times.

On-Screen Caller Information

Five9 displays useful screen pop-ups that present agents with the customer’s history data during the conversation. The screen pops dip into your CRM to get the info for the rep. This makes it easy for the agent to personalize the conversation and engage future buyers. Plus, they need not spend time on initial introductions but can get down to business quickly.

Product Features

Pricing

Five9 offers flexible pricing that is based on seats, features, and usage. Fill up the contact form on the product website and get your quote.