Frequently Asked Questions

Here are some of the most frequently asked questions about Five9 Virtual Call Center products and services. If you have additional questions please contact us and we will be happy to help you.

What is the Virtual Call Center and why is it better?

The Virtual Call Center is hosted, meaning all software and hardware runs in Five9's own data centers, and users access it using the internet, requiring only a PC, internet connection, and USB headset. Because it is hosted, the Virtual Call Center eliminates the cost and complexity of building and maintaining a state-of-the-art system and allows any business on any budget to run a sophisticated call center for a fraction of the traditional cost. It can be implemented quickly, and provides tremendous flexibility in the locations and numbers of agents.

What is the difference between the Virtual Call Center Suite and the Virtual Call Center Inbound?

The Five9 Virtual Call Center Inbound is an integrated call center solution designed to meet the needs of sales teams and customer service and support departments that are primarily handling incoming calls. It includes automated call routing (ACD), IVR phone trees, call recording and monitoring, and reporting and analytics, with separate user interfaces for agents, supervisors, and administrators. The Five9 Virtual Call Center Suite includes all of these capabilities and adds powerful predictive dialing and call scripting to increase the productivity of telemarketing, lead generation, outbound telesales, and collections teams.

Are there any up-front infrastructure costs with Five9?

No, the Five9 Virtual Call Center allows you to rent contact center functions over the Internet, with no infrastructure hardware or software required.

Can we use Five9 to setup an offshore call center?

Yes, this is the ideal solution for quickly setting up a fully functional, affordable, offshore call center. Our Remote Agent feature means agents can log in anywhere in the world, with just an Internet connection-at a home or office location.

What key functions are provided?

The Five9 solution offers robust inbound and outbound contact center functions, including automated call routing (ACD), IVR phone trees, call recording and monitoring, predictive dialing, call scripting, reporting and analytics, and more. Download our complete Feature List to see all the Five9 solution has to offer.

Do you offer any Customer Relationship Management (CRM) functionality?

Yes, our comprehensive CRM functionality includes customer lookups and complete customer record details. Agents can call customers from a convenient CRM interface. We also integrate with our partners, NetSuite, RightNow, Salesforce.com, Talisma, and Unipress, for a full suite of CRM and call center functionality on demand. Visit our Partners page to learn more.

How long does it take to set up the hosted Five9 Virtual Call Center? And how much of a learning curve can our agents and supervisors expect?

We can set up your state-of-the-art hosted contact center in two weeks or less, in most cases. Your contact center staff can master our easy to use Windows interface within just two hours.

What about integrating with our existing systems?

The Five9 solution is fast and easy to deploy without on-premise servers or complex integrations. Our revolutionary Web-based, VoIP-powered platform enables you to use existing phone lines for outbound or inbound voice calls. The Five9 solution is not an "add-on" feature. It is an enterprise-class call center solution designed to meet the needs of companies of all sizes and types.

How will Five9 save us money?

Five9's hosted, VoIP-based call center saves you money up front, and ongoing. There is no infrastructure investment required up-front - no capital, no buildouts, and no rewiring or cable pulling. Ongoing, you don't pay maintenance fees or upgrade costs-that's all included in the monthly user fees. You pay for the capacity you need - no more. And Five9's solution requires no expensive technical staff to manage and maintain it. You can also significantly reduce your long-distance bills and avoid the cost and hassle of ordering new phone lines. You use your existing phone lines for both outbound and inbound calls. And, it's the most cost-effective mode for remote agents. Dispersing inbound calls from 800 numbers to remote agents in different locations no longer incurs the traditional toll charges common to long-distance companies. You also save money because Five9's VoIP-based service allows anyone with Windows XP and PC speakers to monitor agent conversations as well as push chat to the agent-from any Internet connection-without additional equipment.

We need a tangible way to measure the potential payback on the Five9 solution. Can you help us?

Absolutely! We offer a FREE ROI Calculator. Or contact our sales staff for assistance.

What kind of training do you provide?

Five9 technology enables a simple installation process. We've found that call center supervisors and agents can master the system in just two hours. But we don't stop there. To ensure new agents or agents that need a refresher course have the support they need to be successful, we offer hands-on training sessions to ensure your successful deployment. The training sessions provide a detailed overview on how to use the Virtual Call Center application. Training sessions are fully interactive and participants have the opportunity to ask questions on the information presented. Learn more about our training sessions here. We also offer convenient Five9 online tutorials. Further, we pride ourselves on delivering the highest level of customer service support. We understand the business-critical nature of your contact center and are ready to assist you with any problems or concerns you may have. You can contact our support staff here.

The Five9 Virtual Call Center meets our current needs, but what happens if we need to substantially grow our contact center in the near future or have big seasonal peaks?

The Five9 Virtual Call Center is built from the ground up to scale to your changing needs. In fact, this is one of the strengths of our design. Whether you plan to expand your in-house contact center, build an offshore call center, add or remove remote agents to grow or handle peaks, or want improved CRM functionality, we can seamlessly meet your evolving business requirements-more affordably and faster than you may think possible. Our system provides a truly "on demand" scalability, enabling you to ramp up or down to meet business needs. And, since we offer a fully hosted, Internet-based solution, you'll never need to upgrade hardware or software, or hire IT staff to support the solution.

Is a system like this reliable and secure?

Five9 ensures the highest reliability by housing our applications on carrier grade hardware that resides in security patrolled, disaster-proof facilities. Our systems are strategically located on major telecom POPS (Points of Presence) to offer maximum availability and business class voice connectivity. Three layers of backup servers, two layers of backup electrical generators, and three backup voice and data networks ensure Five9's Virtual Call Center is always mission-critical ready. We use best practices including encryption to secure applications across the Internet and ensure communications with your customers are not at risk.

How do we get started?

We encourage you to take our short Product Demo and contact our sales staff for a FREE ROI Calculator. When you decide the Five9 Virtual Call Center is the perfect solution for your company, we can deploy your new, state-of-the-art hosted, contact center system in three simple steps. Contact our sales staff to see how easy it is to build your new contact center in just a few days!