Five9 UC Integration with Microsoft Teams

Five9 offers a robust and proven solution, with all the new features needed added on top of that. It is reliable, the team is fantastic and it has all the connectivity required to integrate with external solutions. Agents find it easy to use. Customer Support is helpful and very quick to respond.

Campaign management and the mix of legacy and new UI do make things tricky at times, but many online resources and the continued evolution of the new UI solve for this.

Five9 makes it easy for us to expand our Contact Center outside of a physical building and into remote areas, enabling everyone on a single system to be managed from one place but spread anywhere.

It is very easy to use and reliable. I love how it is designed

AMD not accurate compared to vicci. Lots of my clients are complaining of lots of voicemail being offered to agents

All OB dialing and profiles are easy to setup

I have been in the contact center industry at a senior level for over 15 years. I have worked with at least 5 other systems during this time. Overall, five 9 is one of the best. Five 9 excels in end-user simplicity. It is very easy for agents to use. Also, the system is highly customizable. The system is also robust for outbound dialing. They also have a good knowledge base. Reporting is also better than most system and can be automated. Five 9 also has a lot of integrations including Salesforce, MS teams, and other common applications.

Although the system is highly customizable, it is not as intuitive as other platforms. Small changes are not always obvious. Customer support has gotten worse over time. They used to help you with everything. Now they only assist with break-fix issues. Also, they really nickel and dime you to death. Also, you can not prevent your end users for only being ready for certain types of interactions. For example they can be ready for voicemails only and not phone calls. Please fix this ASAP.

The system helps streamline operations for multiple departments regardless of where they are located.

The customer support is beyond exceptional. The training is very thorough and I have never had them say no to any request I have had. It is very easy for the agents to use and provides a large library of report templates at your disposal. Five9 does so much and you can literally go as big as you want with them.

The downside...let me think - I guess I would like a little more customization options to brand it. Some reporting templates and dashboard views feel rigid, and it’s not always easy to get the exact data presentation we need.

Keeping all information in one place, integrating with our CRM, working remote. Gives us multiple channels of communication with our customer base.

The ease of use for the different supervisor and admin consoles and platforms to monitor agents, team performance, and call metrics.

The time it may take to implement new features or products but I understand that is because the Five9 team is very hands on and likes to bring in new team players and specialists for the best outcome for their customers.

Actively updating and implementing new features for supervisors for team performance.

The support of the IT department, they are very helpful, going above and beyond.

Sometimes we had issues with connection or we lost audio with our clients and makes us look bad.

Helps us to complete our stands of quality service. The connection between our team and clients is very important and Five9 has been a great help to achieve this goal.

The app works like a switchboard and allows for us to work remotely to make and receive calls

I'm not sure if it's something at the server level, but the constant need to refresh reinstall. Clear cash and cookies repetitively, it's not conducive to being effective

Being able to transfer customers from my location in Texas to any of our other two Peer locations in California or Nevada

It works much better now, less dropped calls.

It's still timely and complicated at first

I prefer other phone systo

Integration with AI removed time-consuming tasks

Integration with other CRMs can be better

WFM management for the BPO

I’ve found that then Omnichannel capabilities, AI insights, and advanced reporting are some of the best new features. Five9 has really great customer support as well.

The cost is a little higher than I would like. Also, the ability to customize is fairly limited, and there are some issues with integrations.

We are allowing for multiple ways to track communication with customers. Five9 allows us to easily view activities and track them in a centralized place. We can do this all in place, which makes our users happy.