Contact Center Cloud solution that offers the biggest bang for your buck!
February 17, 2017
Contact Center Cloud solution that offers the biggest bang for your buck!
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Five9 Virtual Contact Center
We utilize the entire Five9 offering with the exception of Workforce Management. Inside Sales and Customer Support utilize Five9 to manage all access channels (Phone, Chat, Email & Social Media), along with utilizing Web to Lead functionality to immediately contact potential or existing customers when they have selected to complete a web form.
- Provides easy to use infrastructure for IVR deployment. It took our Contact Center less than 2 business days to successfully implement five9 into our environment.
- Blended functionality has allowed us to increase revenue per day by allowing for transparent transition from IB to OB.
- Reporting has helped increase agent productivity and afforded us transparency when attempting to improve agent's ability to handle more calls in a typical 8 hour shift
- Real time reporting (Supervisor Desktop) allows for immediate access to agents positions and states. We have utilized this tool by allowing all agents to have access and to manage their non-ready time with their peers. Service Levels are 90/10, along with lower than 10-15 ASAs.
- Technical Support has room for improvement still. In the last year, this particular service had improved tremendously. We experienced typically 4-6 outages a year and last year we experienced two outages.
- Adding the new agent desktop feature has been a godsend for us and we have moved our entire agent workforce over to this web based application and abandoned the Java application. There are additional costs to do this and that was unexpected. The offset for me, is that we still have access to Java in the event we experience future challenges with the web based app.
- More extensive Email channel adaptability would be nice
- Increased call handling equates to more revenue per agent
- Decreased idle and not ready states by utilizing blended functionality along with real-time reporting.
- More data to better forecast capacity requirements.
I looked at 10 solutions and for the price along with the functionality, ease of use, ease of integration and new features such as agent desktop. I believe this solution provided the biggest bang for your buck.