Outsourcing phones to Five9 or eLoyalty

[KFLORIDA]

Hi Everyone:
Not sure if this is the right forum. Does anyone have experience with the company Five9 or eLoyalty? If my company signs a contract to get phone service from Five9 or eLoyalty, what exactly would they provide?
I know they would be hosting the phone service and giving us the phones. Are there any options that would allow an employee at the customer(me) actually do the programming? We currently have an in-house Avaya CM and program all the phones and call center queues ourselves. I think it would depend on the contract we signed. If my company moved to Five9 or eLoyalty, how much would my company be able to do itself?
Of course, this is a personal question as I am trying to see my future in this position. I don't yet have all the details from the management so thought I would ask here for any ideas. How exactly would it work? For example, if we wanted to add 10 new hires or add a new call flow, would we log into their website and do it? or would we just call a help desk and give them the details? How hands on could we be?
Thank you, Kim

 

[Westi]

I don't have any experience with either one but the onus is on you to do your homework with them.
Giving up control is not something I personally wanted to do but it also comes with the responsibility of maintaining and fixing in a timely manner anything that can go wrong.

You have to ask them what your abilities are to implement changes on the fly yourself without them doing it for you.
You may want to think of hiring an independant consultant that takes inventory of what you have, need and expect from the new systems and then compares for you the new systems dealing with them and recommends the better solution for you.
Independent is the key word as you don't want a sales guy from either system tell you how great they are

Usually a proof of concept is done for a big switch to a new system, that is not completely free sometimes if there is licensing involved that can't be given back but it will show you how things work and you can test them out for flaws and likes or dislikes in functionality.


Joe W.

FHandw, ACSS (SME)


"This is the end of the world, make sure to buy your T-shirt before it is too late"
Original expression of my daughter