Five9

Five9 is a call center software platform which allows you to utilize inbound and outbound sales strategies using their cloud based system. You cloud access allows for greater mobility and it makes reps happy to have this flexibility. But it's even nicer for your company to have this much flexibility being able to have this flexibility and scale it up. I like that when your prospect makes an inbound call their contact information and notes pop up on your screen simultaneously so you're prepared in a moments notice to facilitate your business relationship and the deal in the most powerful way. It's really great that because the software knows which product the customer calling has purchased in the past it will display the best script for you relevant to their purchase. This script pop up feature is definitely a specialized sales and support tool which differentiates this software so far in my research into the market. There's also a lot of functionality built into the software available when you're on a live call including a soft phone dialer, call transfer capabilities and quite a lot more too which is good. I like the call wrap up tab which kicks in right after you get off the line so you can complete a quick overview with any essential information which just makes life easy down the road when you have to refer to it again. But it's such a relief when doing so to feel so prepared instantly and Five9 makes this aspect of inbound and outbound sales much easier. Call recording is possible as well which is great for use as a training tool. The ability to monitor sales reps and provide constructive criticism based on direct examples is some of the most valuable feedback you can give which impacts your bottom line. Though you also have access to advanced call routing so that the skill set of the rep or agent matches the level of the call. That's a strong feature which enables better efficiency and productivity by the team. While you can take an order right from a caller including custom product variations and process it right from your dashboard. The call history is useful in that it helps you to view the call times in various ways such as hold or wrap up time so you can monitor the efficiency of your entire team easily. There's multiple customer relationship management tools which can be integrated seamlessly in Five9 so you have telephone controls inside them which is awesome. So far there are few big ones like Microsoft Dynamics CRM, NetSuite, Oracle, Salesforce, Zendesk and Velocify.

I'd like to see Google tools and additional CRM's and other integration types as well. There are a lot of reports of technical issues when you review this software. The majority of users are happy and it makes life easier after implementation but there are reports that implementation can be a hassle. The pricing is not mentioned on the website so that's understandable in a sense that the requirements of companies vary greatly. In the interest of transparency I've only experienced Five9's demos but because I've used several call center software in the past and can offer reviews which help potential users. Five9 uses VOIP technology so it's not a crystal clear line one hundred percent of the time. Though I use Twilio to route VOIP calls to my cel phone and honestly I've had great luck with the quality in the couple of years since I've been using VOIP. If you are a small business consider Twilio for a buck per month per number which you can use Twilio documentation and Youtube tutorials available to help you do a lot with this including have a one eight hundred number.

Five9 is excellent for customer support as you can help to resolve issues yourself with assisted scripts and external help with a live call. There's a lot of valuable functionality which can save you significant time and increase your productivity. If your able to rely on this software daily and it's rock solid in terms of uptime and consistency of your account then I would definitely suggest calling Five9 to learn more about their custom plans.