Five9 Cloud Contact Center: Review

Introduction

Five9 Cloud Contact Center is a software that is used by call centers around the globe. This CRM software manages inbound, outbound, multi-channel, and blended contact centers. Complete with customer relationship management integrations and communication features, this internet-ready software is used by agents to help customers, resolve issues, and communicate more effectively.

Intended Users

This software is intended to be used by both SMB’s (small and medium businesses) as well as Large Enterprises worldwide. No matter how large or small your company is, Five9 has what you need to ensure your business runs smoothly and customers are happy and continue coming back for more.

This software can be used in just about any organizational capacity from: sales, marketing, customer service, support, contact center operation, and more. From Agents, Debtors, Contact Centers, IT/Technical Managers, Customer Support Services and Staff, and more, Five9 has the call center solutions needed in these roles.

 

Platform

  • Cloud, SaaS, Web Based
  • Supported Operating Systems
    • Web Browser (OS agnostic)
    • Windows
    • Mac OS

Current Customers

Businesses that are already using Five9 include:

  • Comcast
  • Xerox
  • Dun & Bradstreet Credibility Corp
  • American Support
  • Citrix
  • Netsuite
  • NexRep
  • PennyMac
  • Englishtown
  • MIS
  • TIBC
  • American Bank
  • UC Davis (University of California)
  • Devcon Security
  • Global Travel International
  • Senior Health Solutions
  • 360 Solar

Features

Five9 offers everything from:

  • IVR with Speech Recognition
  • Multi-Channel ACD
  • Predictive dialer
  • Customer Relationship Management (CRM) Integrations
  • Integrated Workforce Optimization Capabilities
  • Built-in Call Recording
  • Agent Scripting
  • Quality Monitoring Components
  • Historical Reporting
  • Real Time Reporting

Five9 adapts to the business’s specific needs, such as: remote agents, peak call times, seasonal demands, etc… and can scale up with your business as it hopefully grows.

Whether you choose Five9 blended, inbound, or outbound solution, each one was created to support all types of industry applications and business uses.

CRM Software Integration

The most important part of great customer service is resolving the issue quickly and not making customers feel like they are repeating the same thing over and over. Five9’s CRM integrations means that your agents won’t have to struggle any more with multiple systems that can’t communicate with each other.

With the pre-built integrations in Five9, you can merge this customer support software with other CRM’s, such as:

  • Salesforce
  • Oracle
  • Zendesk
  • Microsoft Dynamics
  • NetSuite
  • Velocify
  • Or a custom integration! (any web-based in-house CRM)

With these integration options, you can actually put this CRM software to use regardless of the amount of customers you have, size of your business, or geography.

For full information on the integration features for each CRM, take a look at the following link: http://www.five9.com/products/application-integration/crm-integration. You can take a look at videos and download datasheets for each CRM software.

Daily webinars are held that offer live demos of the CRM Software Integration features: http://info.five9.com/webinar-build-a-contact-center.html

Sales, Marketing, and Telemarketing

  • Increase Lead Conversion Rates
  • Virtual Contact Center
  • Predictive Dialer
  • Internet-Based Call System

Customer Service

  • Proactive Customer Support Connections
  • Automatically Blend Inbound and Outbound Interactions
  • CRM Integrations
  • Resolve Customer Problems

Outsourcers

  • Productivity
  • Scalability
  • Real Time Visibility into Business Outcomes

Collections

  • Increase Debt Recovery Rates
  • Reach More Debtors Quicker
  • Lower Costs
  • Improve Agent Productivity

Enterprise

  • Flexible
  • End-to-end System for Large Enterprise Contact Centers
  • Receive Sophisticated and In-Depth Functionality
  • Easy to Use
  • Integrated for Agents to Access Customer Information on Demand

SMB’s

  • Functionality for Small and Medium Businesses
  • No Hardware or Hassles
  • No Upfront Costs

Plans

The following includes the Outbound, Inbound, and Blended plans you can choose from.

Outbound

Core Functionality

  • Quality Monitoring
  • CTI
  • ACD
  • Dialers
  • Historical and Standard Reporting

Available Options

  • Agent, Administrator, and Supervisor Licenses
  • Telecom Usage
  • Multichannel
  • Social
  • Chat
  • Email
  • Mobile Care
  • CRM Integrations
  • Call Recording
  • Screen Recording
  • Quality Management
  • Workforce Management
  • Premium Support
  • Professional Services

Inbound

Core Functionality

  • Quality Monitoring
  • IVR
  • CTI
  • ACD
  • Historical and Standard Reporting

Available Options

  • Agent, Administrator, and Supervisor Licenses
  • Telecom Usage
  • Multichannel
  • Social
  • Chat
  • Email
  • Mobile Care
  • CRM Integrations
  • Call Recording
  • Screen Recording
  • Quality Management
  • Workforce Management
  • Premium Support
  • Professional Services
  • Speech Recognition IVR

Blended

Core Functionality

  • Quality Monitoring
  • IVR
  • CTI
  • ACD
  • Historical and Standard Reporting
  • Dialers

Available Options

  • Agent, Administrator, and Supervisor Licenses
  • Telecom Usage
  • Multichannel
  • Social
  • Chat
  • Email
  • Mobile Care
  • CRM Integrations
  • Call Recording
  • Screen Recording
  • Quality Management
  • Workforce Management
  • Premium Support
  • Professional Services
  • Speech Recognition IVR

Pricing

Unfortunately, you must contact Five9 for a customized price quote. Take a look at the following link, which includes an easy form to send to Five9 as well as a range of information relating to contract options (such as the ability to pay annually or monthly).

While some users have stated that they thought Five9 was too costly, many of larger businesses did not share that view, so it may be best to use this software as a Larger Enterprise or a mid-size business as opposed to startups or small businesses.

What Five9 does claim is the following:

Pay for what you need

The pricing for this software is based on usage, seats (users), and features. You can change any of these as you scale up or down.

Flexible contract options

You can decide to pay month to month or choose an annual plan.

No infrastructure costs

As a cloud-based software, there is no hardware to buy, no server costs, and no large up-front costs. There are also no maintenance fees like with on-premise softwares.

Demos

To take a look at multiple types of demo videos, click on the following Five9 link:

http://www.five9.com/resources

 

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