Five9 has been a key player in the virtual call center space, receiving accolades and recognition for its approach to the customer service industry. The company has even been placed among Salesforce.com for its dominance in the hosted space, demonstrating its market power and the value it delivers. If it’s time for your organization to make the move to the virtual call center space, it’s time to check out call center solution reviews that get down into the details.

Call Center Solution Reviews: Explore the Cloud Computing Platform

Call centers have relied on software solutions for years to introduce the necessary technology to drive effective communications and optimal agent performance, along with tight control on budgets. When call center solution reviews focus on call center software delivered through a hosted platform, such as that offered by Five9, key benefits highlighted include the ability to make changes on the fly, the elimination of large upfront capital investments in hardware and infrastructure, and the ability to scale according to the needs of the organization. Dig deeper into Five9 call center solution reviews and you’ll see this player has more to offer than just the call center in the sky.

Call Center Solution Reviews: The Cloud Computing Platform Holds Up

While Five9 has built a strong reputation in the market with its approach to delivering the virtual call center, the value of its offering goes even deeper. To truly leverage the value suggested in any call center solution reviews, you have to know that the proposed software will integrate with others already in place within the enterprise. This is a key focus for Five9 and its Cloud Computing Platform. The company offers Five9 Cloud APIs to ensure their call center on demand platform will seamlessly integrate with other applications already in place.

Call Center Solution Reviews: Reviewers Often Miss the APIs

A failure to integrate and support the current environment is a key pitfall for any new implementation. Five9 didn’t want this to stop its rapid growth in the marketplace and introduced the CTI Web Services API. This particular API is designed to specifically drive integration between the computer and the telephony option and drive it to the desktop. The Configuration Web Services API is in place to drive the integration of other common call center functions among administrative users, including managing a campaign, adding agents, configuring skill sets, adding new leads to existing lists and more. Five9’s Reporting Web Services API ensures agents and their supervisors can easily capture data and call logs for performance measurement and identify areas for improvement. This focus on integration is an important point in call center solution reviews.

Call Center Solution Reviews: Check for Extended Capabilities

Five9’s Cloud APIs are an important element within call center solution reviews, but they don’t just benefit the call center. Developers can also access these APIs so that other applications can leverage the available capabilities. A toolkit is also available, as well as a Web-based softphone for other business applications agents may be using in their daily tasks. All of this data and other information can also be accessed easily through mobile applications so your key decision makers are always “in the know”.

All call center solution reviews should explore vendor offerings to gain a better understanding of the value they deliver within the enterprise. For Five9, this value is extended through the Cloud APIs, designed specifically to benefit the cloud-based call center.