The Five9 Virtual Call Center is a Business VoIP Software solution specifically geared to meet the needs of companies that include call centers. One of the advantages to the Five9 family of solutions is how quickly a call center can be up and running – typically within a matter of days. Because it’s cloud-based, users only need an Internet connection and a headset to get started.
It can manage inbound, outbound, blended, or multi-channel contact centers to meet the phone needs of nearly any company, no matter how complex. The list of features is long, including all the standard options you’d expect to see, along with additional features such as IVR with speech recognition, predictive dialing, CRM integration, multi-channel ACD, built-in call recording, quality monitoring, agent scripting, and even workforce optimization capability to help staff members reach peak performance. Five9 was designed to scale to a company’s needs as they change, whether that’s through continued growth or seasonal fluctuations.
Users note that Five9 is both easy to use and offers quality support when it’s needed. Using the administrative and calling features are both ranked as very straightforward while providing all the bells and whistles any user could hope for. Several users are also impressed with the CRM integration and use it for outbound campaigns combined with preview and predictive calling.
The biggest problems noted among users with Five9 has to do with Java. Users are typically warned to make sure their Java is up-to-date, but then often discover, after much time interacting with the support team, that their Java is too new and not compatible. In fact, some users noted that the installation process Five9 included a Java install, but the version installed was itself not compatible with Five9, even though it was automatically installed by the Five9 process. These users end up having to downgrade their Java in order to use Five9, which is not only counterintuitive, but significant waste of time. Other users continue to experience Java-based problems, which can involve frequent re-launchings of the dialer, which wastes precious time. If you have automatic Java updates on, it’s very likely that you’ll get a Java update that will end up crashing your Five9 system. Others noted that the implementation process felt rocky and haphazard, but that once installed and running the system is easy to use. Other users noted odd, isolated problems, such as inbound callers finding themselves somehow inserted into calls already in progress. If those are sales calls, it obviously disrupts the whole process. Reports of such glitches were, however, few and far between. Several other users note that if for some reason the system crashes, it feels like it take forever to get things up and running, which again wastes precious time.
While users do find the system easy to use and the support generally quite good, the number of users who report specific problems around how the software interfaces with Java is a significant number, warranting caution when exploring Five9business VoIP software solution.