Five9 Virtual Call Center Review

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Last updated: Nov 22, 2018

Five9 Virtual Call Center Review

15 reviews
(4/5)

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

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What is Five9 Virtual Call Center? Updated: Nov 22, 2018

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.


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


Five9 Virtual Call Center Features


25 MUST Ask Questions Before Buying 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.
Five9 Virtual Call Center has 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, will expand in the future and your Call Center requirements with it. So you would be interested to know if Five9 Virtual Call Center 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 Five9 Virtual Call Center you want to buy is easy to customize.
Such a community forum is the best way to engage users. Getting access to Five9 Virtual Call Center forums can help new or proposed users connect with product experts through peer-to-peer discussions.
Five9 Virtual Call Center 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 Five9 Virtual Call Center 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 Five9 Virtual Call Center 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.
Five9 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.

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