Five9 Review - Automatic Dialing Software

Five9 is a completely customizable automatic dialing software that adapts the call center to meet the needs of your business. It is reliable and secure and, what is more, guarantees absolute data protection. By putting its customers first, Five9 has continuously beaten its competitors (Mojo Automatic Dialer and Phone Burner to name a few) with its unique approach to sales, implementation, and service.

Jerry Carter

Jerry Carter - Editorial Staff

Updated: April 7, 2020

five9 cloud software app main screen

Five9 Product Overview

Five9 automatic dialer is recognized by large companies for being the best cloud contact center solution. The majority of users stated that this product is outstanding if the business is interested in generating leads through a large number of cold calls. This product also provides an excellent user interface and offers a rich feature set.

Quick Five9 overview:

  • It uses the most trusted cloud infrastructure provided by Cisco and HP among others.
  • It ensures Five9’s flexible application and excellent storage capacity.
  • Despite using a geographically dispersed server farm, it can guarantee data protection in response to critical issues.
  • It enables mass cold calling with no trouble for employees using it.
  • Five9 customer support team is available to help regarding the product details.

Each year, Five9 processes 3+ BILLION CUSTOMER interactions, and this number only continues to grow. In addition, it allows businesses to reduce headcount while continuing to improve operational efficiency.

Five9 Key Features

Here are several features that make Five9 automatic dialer helpful:

Five9's Inbound Call Center

five9 inbound call center

Great-personalized experiences are made possible thanks to such features as Five9 Engagement Workflow and speech-enabled IVR. They enable omnichannel routing of contacts, transferring them to the agents and solving common requests.

In addition, Five9 “screen pops” give agents enough information to personalize customer’s experience. Agents have better chances of converting such inquiries into sales.

Outbound Call Center

five9 outbound call center

Your contact center can make much more money if you implement the following features:

  • They include the predictive dialer that uses algorithms to calculate the number of calls to dial based on real-time and historical data.
  • Such features as the power dialer can fixate the number of calls per agent.
  • The progressive dialer technology allows defining a calls-to-agent ratio to optimize outbound and cold calling.
  • In the preview dialer mode, agents can prioritize certain calls as well as review customer records.

Blended Call Center

Your contact center can make much more money if you implement the following features:

  • They include the predictive dialer that uses algorithms to calculate the number of calls to dial based on real-time and historical data.
  • Such features as the power dialer can fixate the number of calls per agent.
  • The progressive dialer technology allows defining a calls-to-agent ratio to optimize outbound and cold calling.
  • In the preview dialer mode, agents can prioritize certain calls as well as review customer records.

Other Features

five9 other features and tools

Several other useful features include:

  • Global Voice,
  • Omnichannel routing for social, mobile, email, and chat,
  • Workforce optimization,
  • Gamification,
  • Quality management, etc.

Clients also have a chance to use Five9’s reporting and integration tools.

Pros & Cons

Based on Five9 reviews and statistics, let’s find out the pros and cons of this automatic dialing software.

Pros

Clients mention that they use Five9 because:

  • It is reliable. No need to worry about software glitches or bugs because of timely and high-quality technical support.
  • It is easy to use this software.
  • Its integration with CRM helps to use all of the features and perks more effectively.
  • Customized and centralized reporting. It helps to track the call center’s performance with no special IT skills required.

Compared to other automatic dialing software, Five9 makes it much easier for agents to:

  • Increase valuable interaction time,
  • Cut no-answer or busy calls,
  • Use guidance for inbound calls.

Quick deployment is also one of the largest advantages of Five9.

Cons

Users admit that:

  • The platform is updating constantly that may result in emerging some inconsistencies. All the drawbacks that have appeared during the exploitation are easily regulated by the customer support representatives.
  • Several other complaints relate to some desktop inconsistencies when Five9 is not fully integrated with the OS or CRM.

Five9 Dialer Pricing Overview

It has a flexible pricing model that offers the best ratio of Five9 pricing for dialer business needs.

Given the number of calls and the business scaling strategy, each Five9’s client is entitled to choose one of the following schemes:

Monthly On-Demand Per-Minute Fees Annual Contracts
this scheme will fit companies seeking to scale their operations at a high speed but with minimal costs this scheme is the most flexible and fits businesses interested in such products as voice message broadcasting and IVR with speech recognition the customer gets a full scope of services available under the Monthly On-Demand scheme but at a reduced price for one year based on the contract

 

Key Outcomes:

  • The scope of features that include outbound, inbound and blended calls are determined based on your business assessment.
  • The company is customer-oriented. If you have any issues regarding pricing details, you may contact Five9’s team to get a customized response with all pricing options.
  • Five9’s has a universal transaction model that is adjusted to interactions with each business, including email, phone, chat, and social media.

Supported Operating System(s)

Five9 supports various OS, including Mac and Web browsers of other operating systems.

Dialing & Call Capabilities

Five9 uses AI-powered software that uses NLP and intelligent routing to refer customers to the agent. Its key dialing & call capabilities include:

  • A feature like Five9 Genius that provides agents with next step guidance before they pick up the phone.
  • Four adjustable dialing models that can help agents skip no-answers and busy signals.
  • IVR with speech recognition that helps agents filter common customer inquiries and manage high-value interactions.
  • High-quality analytics regarding call center performance and real-time metrics.

Five9 can ensure the contact center is up and running in just a few days. The team will manage installation and integration based on your business needs.

CRM Integrations

five9 crm integrations

Five9 enables businesses to create a powerful synergy between telephony and CRM. It helps to facilitate agents’ workload, allowing them to click-to-dial right from the CRM desktop.

Five9 automatic dialer is a suitable tool for build-in integrations with leading CRM platforms. The following systems will help you integrate Five9 dialer:

  • Salesforce,
  • Zendesk,
  • Microsoft,
  • Oracle,
  • Velocity, or
  • Netsuite

However, it is also not a big deal if you use another web-based CRM. Five9 has a pre-installed Agent Desktop Toolkit with an extensive framework and REST APIs that enable quick and easy integration with literally any CRM.

Customer Support

High-quality customer service is highly prioritized by Five9 – their customer support agents are available 24/7 via phone lines, emails and a chat. They are trained to resolve your issue to the best of their ability or refer it to narrow specialists.

Given a wide presence of offices and support centers in such locations as the U.S, the U.K., Russia, and Latin America, the assistance is provided in English, Russian and Spanish accordingly. You can contact Five9 in a way that fits you best and find the professional whose expertise fits your inquiry best.

Other information and contact details

Five9 has been streamlining customer connections since 2001. Throughout 19 years on the market, the company has served OVER 2,000 CUSTOMERS worldwide and facilitated OVER 5 BILLION CALL MINUTES yearly.

By choosing this automatic dialer, businesses get a trusted partner with a large set of integrated capabilities and up-to-date technical base. A team of highly qualified analytics and software engineers does their best every day to make sure clients get the best dialing services that meet their business needs in full.

Five9’s locations include:

  • The headquarters in the U.S.
  • Three offices in such countries as Russia, the United Kingdom, and the Philippines.
  • Contact centers for Canada and Latin America.

If you need any further contact information, please visit this page. Should you need any information about Five9, you can find it on the company’s official website https://www.five9.com/home-ft.


Jerry Carter

Jerry Carter

Editorial Staff