Five9 Virtual Call Center Review

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Last updated: Nov 22, 2018

Five9 Virtual Call Center Review

ITQlick rating
(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 rating of Five9 Virtual Call Center is 4 stars. The rating is based on ITQlick experts review

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 demo

25 questions to ask the vendor on Five9 Virtual Call Center demo


Five9 Virtual Call Center Categories

Customer Support
Customer Service
Customer Engagement
CRM
Call Center
SIP Trunking
Internet Fax
Conference Calling
Computer Telephony Integration (CTI)
Communications Workforce Scheduling
Call Recording
Automatic Call Distribution (ACD)

Specifications

Company:
Address: San Ramon, CA 94583, USA
Website:http://www.five9.com
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

ACD (Automatic Call Distribution)
ANI (Automatic Number Identification)
Auto Dialer
Blended Call Center
Call Conferencing
Call Queue Management
Call Recording
CRM with Call Center
CTI (Computer Telephony Integration)
DTMF (Dial Tone Multi-Frequency)
Inbound Call Center
IVR (Interactive Voice Response)
Outbound Call Center
Real Time Reporting
Virtual Call Center Support


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Five9 Virtual Call Center Vs. Alternatives

ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick score ITQlick Score is a 1 to 100 score, based on pricing, and functionality Vs. alternative solutions
Pricing score pricing Score is a 1 to 10 score, based on the TCO (cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
License pricing license pricing (if provided by the software vendor)
Hosting
Functionality score
Fit small business
Fit medium business
Fit large business
Software review
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Five9
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick Score
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Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
7/10
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$185 Per month/user
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29
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ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
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4
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6
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ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick Score
91/100
Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
5.2/10
License pricing license pricing (if provided by the software vendor)
$495 Per license
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ITQlick Score
91/100
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Pricing not available
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Functionality score
9
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