Five9 - A Partner Not Just a Vendor
Sally Emch | TrustRadius Reviewer
February 22, 2019

Five9 - A Partner Not Just a Vendor

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Five9 Virtual Contact Center

We utilize the Five9 dialer for all of our call center needs. It is by far the easiest to install, train on, and use by any agent. We are a third party outsource center and we can manipulate the dialer to meet any project service level and reporting needs. We are 100% virtual and rarely do our agents have any technical issues that cannot be immediately resolved. In five years we have only ever had one issue with downtime, and that only lasted 30 minutes until we were rerouted to another hub and were back up. We also have quarterly meetings with Five9 engineers who assist us in utilizing all of Five9's enhancements to the fullest. I wouldn't have or even entertain using another dialer.
  • Training for new agents - quick and easy
  • Allows you to reach maximum outbound dialing which increases responses
  • Allows project prioritization so each call plan is unique
  • The only negative is you cannot do remote monitoring. You have to do monitoring with clients.
  • Higher agent productivity rates.
  • Better reporting to better manage agent time.
  • Costs per agent went down substantially.
We started with InContact and were very disappointed that you could not make changes without incurring costs for each program or project. Five9 allows us to adjust to any new clients needs without incurring costs.
Any call center would benefit using Five9. Ease of training new staff alone is a huge win.