Great software for BPO and contact centers
Horacio Carcamo | TrustRadius Reviewer
February 25, 2019

Great software for BPO and contact centers

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Five9 Virtual Contact Center

Five9 is a great software that is mainly used in our company for monitoring support calls and it does a great job doing that. This has some awesome side utility features that will provide great performance to the person performing the call and also to the agents analyzing the call with metrics given.
  • Monitor calls
  • Supports inbound and outbound calling
  • Logs every call that is made
  • Features a cloud based platform
  • UX must be more friendly
  • Confusing pricing on the website
  • Calls drop without warning
  • Gives great support for the company profile.
  • An updated database that improves tech support.
  • Easy to use and give training to people who do not manage well with PCs.
Five9 has some of the same features as competitors but offers other features that help users better complete their tasks. This could be tasks such as putting calls on hold, logging calls and reports, and multitasking on the system platform. Overall, Five9 feels very easy to use compared to other software.
Five9 is well suited for a business process outsourcing (BPO) service company or a large telecom company that handles a call center department. It provides the tools to analyze calls, give metrics for performance and save call logs for future reference. I do not think this software would work well at a non-tech company or a company that does not handle out/in calls.