Item: Five9
Rating: 9
Author: Horacio Carcamo

Use Cases and Deployment Scope

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.

Pros and Cons

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

Return on Investment

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.

Alternatives Considered

Cisco VoIP PBX, Jive, CloudTalk and Talkdesk

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.

Other Software Used

Shopify, BigCommerce, Miva Merchant, Salesforce Commerce Cloud

Likelihood to Recommend

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.

Great software for BPO and contact centers

Overall Satisfaction with Five9 Virtual Contact Center