Five9 Virtual Call Center - 2017 Experts Review

Let our Call Center Software Experts help you find the right Software for your Business!

Home > Call Center > Five9 Virtual Call Center
Claim This Page

Five9 Virtual Call Center

15 reviews

Starting from $185 Per month/user

Five9 is a cloud-based call center software for inbound, outbound or blended contact center functions such as telesales, support centers and telemarketing. It includes IVR, ACD and dialer features required by c

PriceDemo

Overview of Five9 Virtual Call Center Updated: May 12, 2017

Five9 Virtual Call Center Overview
Five9 is a cloud-based call center software for inbound, outbound or blended contact center functions such as telesales, support centers and telemarketing. It includes IVR, ACD and dialer features required by contact centers, as well as speech recognition and workforce optimization options. Five9 offers advanced technology for the contact center industry, productive agents that accelerate outbound and inbound blended capabilities. Five9 is a product of a company by the same name, with over 10 years in the business. It is based in the USA, with data centers in San Francisco and New York, and offices in Russia, Canada and the Philippines.

Five9 Virtual Call Center Average Rating -
The average rating of Five9 Virtual Call Center is 4 stars. The rating is based on 15 aggregated online reviews.

Five9 Virtual Call Center Typical Customers
Five9 is ideal for small to large businesses that handle customer service (particularly outsourcers or BPOs), sales and marketing, finance and collections. Although initially designed to support small and medium business and nonprofit organizations, it has gradually became the choice of midsized and big enterprises around the world. Five9 currently serves 15,000 customers worldwide including eBay, Expedia and Vonage.

Five9 Virtual Call Center Features
Five9 offers its users three main benefits: first, its advanced technology that supports inbound, outbound, or truly blended operations, pre-packaged integrations with other CRM solutions, and open web services and API. With Five9 your business can focus on strategies rather than the infrastructure. It can be easily configured in only one hour and deployed within a couple of days. The second benefit is agent productivity. With Five9, your agents can focus more attention on customers by handling inbound calls during peak periods, and automatically receiving connected outbound calls when the inbound calls experience traffics. The third benefit is the flexibility offered by cloud-based technology that saves IT resources and other activities because there is no hardware or software deployment on premise. Five9 grows with you and you pay as you go. If you are currently using on-premise technology, it provides the needed IVR or ACD predictive and power dialing, reporting, workforce optimization and telephony from AT&T and Verizon carriers.

Five9 Virtual Call Center 5 Pros
  • Five9 is cloud-based, thus requiring less IT resources compared with on-premise deployment that requires hardware
  • Five9 offers a free trial version and flexible pricing options
  • Compatibility with all web browsers, and both Mac and Windows device
  • 24/7 customer support via a toll-free call, online, customer platform and email
  • Social media tools and mobile support as provided by SoCoCare

Five9 Virtual Call Center 2 Cons
  • Five9 currently only supports English
  • No customer collaboration features such as a community page or a forum are included

Five9 Virtual Call Center Alternatives
Competitors for Five9 Virtual Call Center include SafeSoft Cloud Contact Center and 3C Cloud Contact Center.

SafeSoft Cloud Contact Center provides cloud based contact center solutions. It can support either incoming or outgoing call management, as well as blended solutions combining both features. The product includes its own CRM product that maps customer information to calling number, to give agents access to customer history for personalized interactions. The information can also be used to give agents insights into customer requirements allowing them to sell other products & services, or alternatively include them in targeting marketing campaigns.

Five9 Virtual Call Center provides similar solution features and its contact center supports automated call routing, interactive voice response, and predictive dialers to improve agent productivity. Additionally the product supports multiple channels in addition to voice which include chat, email, mobile as well as social media. The product also includes an open API to integrate with other third party software as required.

3CLogic Cloud Contact Center unlike Five9 Virtual Call Center allows customer information to be stored on the company’s local server which helps address many security issues. Additionally the product supports skills based routing to ensure the correct agent takes the required call based on dynamic customer analysis. There are also business intelligence tools to analyze call traffic to gain valuable sales & support insights which can be visually displayed using dashboards.

Of these features Five9 Virtual Call Center only includes business intelligence reporting. However it provides added functionality to enhance the contact center productivity with solutions for workforce management & quality management.

Five9 Virtual Call Center Pricing Information
Five9 is available starting from $185 a month, and offers a free trial version.

25 MUST Ask Questions Before Selecting Call Center Software

The prime purpose behind investing in the software solution is to boost efficiency and growth. Ask the software vendor (Five9) how their business app would improve efficiency of your enterprise.
Software vendors have tremendous exposure to different companies. They offer the same type of software to different industries, so they are better aware of who is doing what with their technological product. This also helps them understand and foresee what’s really working. Allow them to share their observations so that you get an ideas about their experience, expertise, and intelligence. This will also be an opportunity to identify the service providers who come up with the most insightful suggestions.
Perhaps your business is growing and will expand in the future. So you would be interested to know if the software is scalable and can grow with you. It’s no use investing in a solution that can be scaled.
Each business has different needs. Yours is no different. When it comes to selecting a software solution, you are looking for a tool that can be easily customized and configured to cater to your specific business needs. So you want to understand if the software you want to buy is easy to customize.
Such a community forum is the best way to engage users. Getting access to software forums can help new or proposed users connect with product experts through peer-to-peer discussions.
The software vendor should answer how their business software will improve your bottom line and ROI.Most service providers make tall claims, so you want to make sure you get your hands on the best solution.
Before choosing a business app, you want to understand that the implementation would be smooth. So you should be interested to find out about the person responsible for handling the implementation process. Do not hesitate to ask about their qualifications..
A good software vendor should be able to show you a positive track record with their implementation strategy.Try to find out if their method is structured. Your purpose should be to look for one that is structured and flexible to adapt to unexpected situations
The software vendor should give you a structured data conversion methodology that will enable smooth migration of your information to the new system.
A growing business is always in need for expansion and integration with thrid-party apps is a part of the growth model. When it comes to choosing software, make sure the business app provides an application programming interface for easy integration.
Ask the software product vendor if the tool will allow you to export data to an external file or import data from external sources.
Ask the software vendor (Five9) if the software package includes consulting hours. Do not hesitate to ask if there are any hidden charges involved.
You do not want to be caught unawares when a software vendor sends a technician to resolve an issue that may crop up due to varied reasons. You want to make sure the charges are reasonable. Better still, you should be aware of what needs to be paid to the technician sent by the vendor to fix a problem.
You do not want to fall in love with the front end unless you are 100% sure that the software is compatible with your existing system. Ask the software vendor is you need any specific hardware to install the software. Will the business application run on your existing workstations. How much space will the software take on the disk drive? Is there a need for RAM upgrade to successfully run the software for optimum performance?
You should enquire about the cost of having more than one terminal in your store. While some software vendors charge on the basis of the number of store locations, others charge per terminal.
When you are looking for a software solution, make sure you know if the vendor charges any fee to get you started. You should also be interested to know if there are any software maintenance charges for you to pay.
Your business is accountable to customers, regulators, employees, and partners. So you should look for one software vendor who has adopted a comprehensive, technically sound security and compliance program. Does the vendor map your needs for security controls?
Data loss can prove extremely risky for any business. So you should always ask the vendor about their backup policy. How often is data backed up and what is the cost for the same?
What is the software vendor's policy on disaster recovery? Are any charges involved for disaster recovery support if a catastrophic hardware failure affects your system?
How easy is the software to work on? Is it user friendly for your end users? Does it involve any complexities that are difficult to understand for the team? Even a feature-rich solution is of no use if end users find it difficult to use.
The software provider should clearly mention whether the solution is complex or simple to use. If it is not an easy-to-use software solution, then do they provide training? What is the level of training your team requires to make the most of the solution?
You will be interested to know about the software updates. When is it updated? Does the service provider notify customers when the upgrades are scheduled? Does the software work when the upgrades are under way? How long does the process take?
You should be interested to enquire about how an issue is handled at the side of the software vendor. Do not hesitate to question about who will respond to your emergency calls. What is their experience in software industry?
If the software vendor is widely popular, chances are that they have a good product. So always check their client base to measure their product's competence in the market.
Testing is crucial to ensuring that the software runs as promised. So you should try to find out if the vendor offers any free trial runs or try before you buy the product. By testing the concept first, it gets easier to understand the software product's functionality and allay fears before signing a contract.

Five9 Virtual Call Center Pricing


Five9 Virtual Call Center Categories


Specifications

Company:
Address: San Ramon, CA 94583, USA
Customers: Start up, Small business, Medium business, Large business
Business Area: Information technology
Platforms: Cloud
Operating Systems: Mac OS, Windows, Linux

Video


Five9 Virtual Call Center Features

Five9 Virtual Call Center - 10 Alternatives

Competitors for Five9 Virtual Call Center include SafeSoft Cloud Contact Center and 3C Cloud Contact Center.

SafeSoft Cloud Contact Center provides cloud based contact center solutions. It can support either incoming or outgoing call management, as well as blended solutions combining both features. The product includes its own CRM product that maps customer information to calling number, to give agents access to customer history for personalized interactions. The information can also be used to give agents insights into customer requirements allowing them to sell other products & services, or alternatively include them in targeting marketing campaigns.

Five9 Virtual Call Center provides similar solution features and its contact center supports automated call routing, interactive voice response, and predictive dialers to improve agent productivity. Additionally the product supports multiple channels in addition to voice which include chat, email, mobile as well as social media. The product also includes an open API to integrate with other third party software as required.

3CLogic Cloud Contact Center unlike Five9 Virtual Call Center allows customer information to be stored on the company’s local server which helps address many security issues. Additionally the product supports skills based routing to ensure the correct agent takes the required call based on dynamic customer analysis. There are also business intelligence tools to analyze call traffic to gain valuable sales & support insights which can be visually displayed using dashboards.

Of these features Five9 Virtual Call Center only includes business intelligence reporting. However it provides added functionality to enhance the contact center productivity with solutions for workforce management & quality management.

1
Last updated: May 15, 2017
The main competitors for Nextiva Hosted Call Center are Five9 Virtual Call Center and 3C Cloud Contact Center. Five9 Virtual Call Center is a h

1. Nextiva Hosted Call Center vs. Five9 Virtual Call Center
PriceDemo
0 reviews

2
Last updated: May 11, 2017
The main competitors for InContact Hosted Call Center are Nextiva Hosted Call Center and Five9 Virtual Call Center. Nextiva Hosted Call Center

2. inContact Hosted Call Center Software vs. Five9 Virtual Call Center
PriceDemo
2 reviews

3
Last updated: May 10, 2017
Insightly is a cloud based CRM solution that includes project management functionality to track status and progress across any customer related pr

3. VanillaSoft vs. Five9 Virtual Call Center
PriceDemo
0 reviews

4
Last updated: May 10, 2017
The main competitors for SalesAchiever are NetCarrots and Union Square CRM. NetCarrots provides a CRM system for the construction industry that ca

4. SalesAchiever vs. Five9 Virtual Call Center
PriceDemo
0 reviews

5
Last updated: May 14, 2017
Some of the key competitors for Telax Hosted Call Center are SafeSoft Cloud Contact Center and Five9 Virtual Call Center. SafeSoft Cloud Contac

5. Telax Hosted Call Center vs. Five9 Virtual Call Center

6
Last updated: May 10, 2017
Zipwire is a customer relationship management solution for businesses of all sizes. It offers inbound and out-bound support capabilities along wit

6. Aspect Zipwire vs. Five9 Virtual Call Center
PriceDemo
0 reviews

7
Last updated: May 12, 2017
Our Advanced Notification Gateway transforms your contact center from reactive to proactive and provides your customers with the information they need

7. Advanced Notification Gateway vs. Five9 Virtual Call Center

8
Last updated: May 15, 2017
Quickly and effectively managing inbound customer requests is a minimum expectation for customer service today. Without this ability, customers will s

8. USAN ACD vs. Five9 Virtual Call Center
PriceDemo
0 reviews

9
Last updated: May 14, 2017
Intelligent Voice Portal (IVP) is a leading technology platform that enables design and development of innovative self-service solutions. As the first

9. Intelligent Voice Portal vs. Five9 Virtual Call Center

10
Last updated: May 10, 2017
Customer service must be available 7x24x365 to accommodate today’s always-on, connected and tech-savvy customers. Without the ability to handle custom

10. USAN IVR vs. Five9 Virtual Call Center

Five9 Virtual Call Center User Reviews

  • Overall impression - Five9 Virtual Call Center
    Your experience with Five9 Virtual Call Center
    Your organization experience with Five9 Virtual Call Center
    Five9 Virtual Call Center Strengths
    Five9 Virtual Call Center Weaknesses
    Alternatives to Five9 Virtual Call Center

    Pricing


Five9 Virtual Call Center News (2016)

12 May

Five9 Reports First Quarter 2015 Results

AN RAMON, Calif., May 12, 2015 (GLOBE NEWSWIRE) -- Five9, Inc. (Nasdaq:FIVN), a leading provider of cloud contact center software, today reported results for the first quarter ended March 31, 2015..read more



02 Mar

Update: Five9, Inc. Short Interest Drops by -4.9%

Five9, Inc. (NASDAQ:FIVN) has witnessed a colossal drop of 4.9% or 48,516 shares in its short figure. The short interest diminution took it from 988,996 on January 30,2015 to 940,480 on February 13,2015. In terms of floated shares, the short interest.read more



23 Feb

Five9 Inc (FIVN) Releases Q1 Earnings Guidance

Five9 Inc (NASDAQ:FIVN) issued an update on its first quarter earnings guidance on Monday morning. The company provided earnings per share (EPS) guidance of ($0.18)-(0.16) for the period, compared to the Thomson Reuters consensus estimate of ($0.18),.read more


10 Feb

Brokerage Firm Rating Disclosure Update on Five9 Inc

In the latest statement by the brokerage house, Bank of America maintains its outlook on Five9 Inc (NASDAQ:FIVN). The current rating of the shares is Buy, according to the research report released by the firm. The brokerage firm lowers the price targ.read more


09 Jan

Five9 Inc Reports Insider Transaction

Five9 Inc (NASDAQ:FIVN), According to the information disclosed by the Securities and Exchange Commission in a Form 4 filing, the CEO, President and Chairman of Five9 Inc, Burkland Michael had sold 13,000 shares worth of $56,810 in a transaction date.read more


07 Jan

Company Watch: Five9 Inc (NASDAQ:FIVN)

Five9 Inc (NASDAQ:FIVN) (TREND ANALYSIS) a leading provider of cloud contact center software, announced today that members of its management team will present at the 17th Annual Needham Growth Conference at The New York Palace Hotel in New York on We.read more











02 Jul

Five9′s Cloud Offerings For Contact Centers

According to a Gartner report, there were 14.5 million contact center agents worldwide in 2012. Cloud-based offerings to support these contact center agents are on the rise. The report projects that in North America, the cloud penetration of the cont.read more


A buyer's Guide to Call Center Solutions

Call Center Software Buyer’s Guide
 
Inbound calls, outbound calls or blended calls? If you’re in a call center business, aside from being 100% familiar with these terms, you probably also know the vast requirements in managing these different types of calls. Your clients could be the companies who want to launch series of products and they require inbound calling services or could be businesses who want to expand their reach through surveys and market research and they need your outbound calling services. Either type basically needs your well-trained call center agents, telephone sets, computer, and some scripts to assist them on entertaining each and every call. But if you’re a business owner who wants to lift up your call center into another level, then you need a technology that could make the most of your time, people, and investment. That technology is no other than the Call Center software solution.
 
We from ITQlick.com fully understand the software solution requirements of every call center that provides services to different types and volumes of customers. That is why in this Buyer’s Guide, we are going to share with you the types, features, deployment models and trends in call center software technology that can further enhance your business’ overall performance. Call center is a booming industry. According to a report, more than 80% of customers today prefer to contact businesses over the phone against other communication channels. So if you think that you are one of those businesses that need to upgrade your existing CTI system, the solution more or less is on this buyer’s guide.
 
Types
Most Call Center software solutions today allow call center agents to obtain and access relevant customer information within a single screen of a multi-channel desktop application program. Speaking of application programs, what basically differentiates one solution from the others are the level and type of functionalities that goes with them. Most systems cloud have been designed and developed to cater all types of calls (outbound, inbound, blended), but not all can provide a level of customer service that your company wants to achieve. So a smart way in selecting a call center software solution is by examining the functions that it can give and these functions are as follows:
 
  • Automatic Call Distributor (ACD)distributes or assigns incoming calls to agents based on their specific knowledge and skills.
 
  • Computer Telephony Integration (CTI)integrates all customer contact channels, mainly the telephone, with computer systems thus allowing customers to quickly get in contact with an agent that can best fulfil their needs.
 
  • Interactive Voice Response (IVR)allows customers to interact directly with the system until their needs are completely assisted or they will be routed to the appropriate agent for further assistance.
 
  • Predictive Dialeris used to initiate a number of calls at once and then automatically assigns agents to answer those numbers or lines that take the call.
 
  • Call Center Monitoringhelps call centers in assessing and improving the performance of their agents through various metrics (ex. KPI) and information gathering methods.
 
  • Call Accounting Softwareis a call logging system that captures, records and automatically computes the cost of telephone usage events.
 
  • Call Analyticsis used to determine the advertising source and destination of a call as well as manage and monitor the performance of call center agents.
 
  • CRM with Call Centerfunctionality is a software solution that covers both customer relationship management and call center management.
 
  • Commerce Supportis a combination of customer service and knowledge base solution that assists customers with online transactions such as buying decisions, RMA handling, and resolving technical issues and concerns.
 
Features
When buying call center software solutions, next to understanding the types, another effective way in selecting the right solution for your business is by going in-depth with the features. If you’re a veteran in the call center business, you probably know exactly what feature works and what doesn’t. However, because modern call center solutions are more robust, more flexible and more scalable, there are newer features that should not be underestimated by any buyer regardless of his background or experience. We from ITQlick.com are adept with the trends in modern software solutions for business. And when it comes to call center software solutions, here are the trending features that we know can provide significant impacts into the future of your business.
 
Inbound Calling Features
  • Automatic Call Distributor (ACD)
  • Automatic Number Identification (ANI)
  • Call Queue Management
  • Computer Telephony Integration (CTI)
  • Dial Tone Multi-Frequency (DTMF)
  • Interactive Voice Response (IVR)
  • Speech Recognition
  • Virtual Private Branch Exchange (PBX)
  • Skills-Based Routing
  • Text-to-Speech Conversion
  • Toll Free Number Provisioning
  • Voicemail System
 
Outbound Calling Features
  • Auto Dialer
  • Campaign Management
  • Call List Imports
  • Outbound Interactive Voice Response
  • Power Dialer
  • Predictive Dialer
  • Preview Dialer
  • Progressive Dialer
 
Blended Calling Features
  • Call Back
  • Call Conferencing
  • Call Scripting
  • Case and Contact Management
  • Customizable Fields
  • Knowledgebase
  • Surveys
  • Virtual Call Center Support
  • Web Call Back
  • Web Collaboration
 
Analysis, Reporting and Integration Features
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Scoring Templates
  • Campaign History Tracking
  • Contact History Tracking
  • Reports Customization
  • Real-time Reporting
  • CRM Integration
  • Database Integration
  • Email Integration
  • Website Integration
  • Workforce Management Integration
 
Solutions per Business Size, per Vendor
Call center solutions are just these same with other business software solutions on the methods of deployment. Cloud-based and on-premise models are also the available options in the market for call center software products. Most of the on-premise type is a no monthly fee, no contract solution. You purchase the software license, install it on your agent’s desktop in just a matter of minutes, and you are ready to get into business. Software-as-a-Service or the cloud-based type, on the other hand, is a subscription-based model. You need to pay for a premium that is usually billed to you on a monthly basis.
 
Call center is there to handle calls and therefore any call center solution seeker must also take into consideration the costs involve in making calls. Most solution providers will charge you on your local and international calls on top of your monthly subscription (for cloud-based) or one-time license (for on-premise) fee. It is important to note that solutions such as VoIP, SIP Trunking, and virtual PBX are also factors to consider when setting up a call center business. Inquire these matters to you preferred solution provider before you engage in any contract or avail any service plans.
 
There is a right software solution for any size of business or amount of budget that you have. There are industry-specific solutions which are for unique businesses such as hospitals, financial institutions, and other businesses in the vertical market. There are enterprise grade solutions which can be integrated with larger systems such as CRM and Help Desk. Virtual call center is a growing industry that also requires solutions that could best answer their needs for operation.
 
ITQlick.com would like you to consider all of the above factors before launching your call center software investment.
 
Pricing Considerations
It is also great to know that there are free trial software products being offered by most call center solution providers. Lasting from 14 up to 30 days, you can initiate calls, allow a certain number of agents to use it, and explore the basic up to the advanced features free of charge. While demo products are not as comprehensive as the paid versions, it has been proven in the software industry that taking those free simulations right before you make your purchase enhances your agents’ skills and overall familiarization of the system.
 
Pricing models for the on-premise and cloud-based call center solutions are pretty straightforward. For on-premise solutions, the price ranges from $1000 up $3000 per software license. For cloud-based solutions, the price ranges from $10 to $100 per agent per month. You can choose between basic, professional and enterprise plans on both models.
 
Here are then the lists of solutions providers grouped according to the size of call center businesses that they serve.
 
Solutions for Small Business
  • SugarCRM
  • Sage Saleslogix
  • Leads360
  • SoftVu
  • Libra OnDemand
 
Solutions for Large Enterprises
  • inContact
  • Salesforce
  • Chrodiant
  • Pegasystems
  • Aplicor
 
For large enterprises, many from the above providers offer CRM with call center functionality. We recommend that you pay a visit on the provider’s website to get to know more about the scope and coverage of their offered solution packages.
 
Market Trends
There has been a lot of positive trends going on in the call center industry which are clear indications that it is continuously growing and improving.
 
One of the hottest trends is the used of the cloud. According to a report, more and more call centers will be using cloud-based frame work within the next two to three years.
 
Mobile applications for call centers are also on the rise. In the US and Canada alone, it was reported that nearly 40% of inbound calls are answered via smartphones. Web services like web chat and call-back are already being integrated with mobile call center apps to boost customer engagement and overall experience.
 
Advanced technologies such as voice biometrics can now be seen on many call center software solutions. It provides stronger method of authentication among callers thus preventing cases of identity theft and frauds.
 
These trends are clearly calling every call center owners like you to start finding the right software solution for your business. And today could be the right time to dial the numbers of the solution provider of your choice.
 
Finding the right Call Center software for your business
Proper Call Center software selections are the precursor to successful deployment and business growth. Finding the right Auto Attendant solutions doesn’t have to be complicated, and it doesn’t have to take days or weeks of your time.

After researching over 2,000 systems, we can identify the best solution for companies of all shapes and sizes. ITQlick.com is 100% free for software buyers.

22 Mar

4 Call Center Software Alternatives for Five9

It doesn’t matter if your company is running its own call center for customer service or if its main activity is the outsourcing of call center services, the fact is that it will have to deal with two faces of the same problem. One of them is technol... read more


27 Jun

Nextiva Call Center Vs. Incontact Call Center

Software is inextricably interwoven into the successful operations of a call center business. It is not an afterthought but a mission critical decision that requires an in depth analysis. With the benefits of scalability, lower cost of ownership and ... read more


16 Aug

Mistakes to Avoid When Choosing Call Center Solution

When it comes to choosing call center software, you are looking for a tool that meets the needs of your organization as well as customers while keeping cost in check. Customers want quick solutions to their queries, and a reliable contact center solu... read more



Popular Articles From Our Blog