Five9

This software is most often used by call-centers around the world to help them manage their inbound and outbound or multi - channel contact centers. It comes with such features as the IVR with speech recognition, customer relationship management (CRM) integrations and predictive dialer functions. The Five9 platform has an effective customer service and also capabilities for integrated workforce optimization and quality monitoring components as well as agent scripting features

The software implementation is not an easy task but gets better when you understand usability. Most times you are faced with technical issues but taking time to troubleshoot can solve it. Since it runs on the traditional java plugins, most native browsers don’t support it but I’m hoping the vendors would had found a solution to that setback by now. A lot of frustrating timeouts and crashes without adequate error messages to these effects which I suspect are bug issues but the vendors should have sorted these issues out by now.

The platform comes with an amazing supervisor program that ranks it top among competition. Its integration with other platforms is highly impressive especially the Zendesk and has an impressive customer service to guide users who have issues with usability. However, it would be world- class if the vendors can make profound improvements to make it a more robust desktop client.