What do you like best?
The Five9 product is simple and straightforward for a dialer solution. For the team that wants an introduction to dialing solutions, this may be it. The reporting functionality focuses on the productivity of your call center reps, but does not have the capability to relate these calls to contacts without integration into Salesforce. It's fine if you're looking to see how long your call center reps stay on the phone.
It does a good job at providing management routing tools to help the call get to the correct call center reps.
Salesforce integration is a must for us, and Five9 qualifies - barely. SFDC integration must be done with a Five9 agent.
What do you dislike?
The reporting functionality in Salesforce is weak and seems to leave out a number of actions that should be tracked. Help from tech support on this issue has not been able to solve our problems.
No functionality for our sales team in the field.
I feel as though little effort was put into the design and UX of the tool.
Recommendations to others considering the product
This may be an excellent introductory call center for you and your team if you are looking to build out a inbound or outbound call center. I would say that its greatest strengths lie in its ability to cold call prospects with lists created in Salesforce.
If you are looking for in depth reporting capabilities tied to Salesforce contacts/accounts, I would recommend a careful evaluation.
What business problems are you solving with the product? What benefits have you realized?
We needed a call center software for our inbound and outbound efforts.
The biggest benefit that we have seen is its ability to route calls to the most appropriate reps.