This is the fourth and final installment in a series of reviews looking under the hood of Five9’s (News - Alert) Cloud Call Center solutions. In part one of the series, we looked at the general capabilities of the call center solution; in the second part, we examined the Five9 tool with an eye toward disposition; and in the third installment, we looked at the interface from a supervisor and call center agent perspective.

Now, we’ll explore the reporting capabilities of the cloud-based tool.

The reporting capabilities are Web-based, and therefore easy to access and use. But to guard against malfeasance, Five9 has included a host of security features, such as: timeouts for Web-based apps, password complexity controls, lockouts after a certain number of attempts, a reset period and more.

In fact, the solution boasts flexible IP address permission, allowing access only from certain IP addresses.

As for the reporting itself, the solution boasts capabilities that are flexible and easy to use. There are over 100 standard reports sorted by category, so it’s easy for managers to choose the right report. All of the reports answer standard business questions such as “what calls occurred?” so finding the right report is simple. The reports are detailed, providing dozens of potential fields as well as the ability to listen to recorded calls as WAV (News - Alert) files. Managers can run reports as they appear or customize them as needed.

The user interface is easy to use, and building reports from scratch is a simple matter of a few clicks.

All in all, the Five9 solution is robust and easy to use. It has a host of features and is highly configurable and user-friendly. It’s no wonder that many companies are choosing Five9 to help migrate their contact centers to the cloud.