MaestroQA vs Virtual Observer

The most helpful thing about Maestroqa is that it makes me want to do better on my tickets, especially since I am using it for bpo tickets. We can see what we can improve more on handling tickets. A coaching session is also a significant part of the Maestroqa, as we can note the part where we have markdowns.

On the least helpful, I can say that the to-do part as we are not using this and as of now, I can't see any other part that makes Maestroqa not helpful at all as we use every part of it.

MaestroQA is solving problems like the quality of our(agent) ticket for us to provide a good communication skills with the clients and this benefits us as we improve on our grammar and solving.

Tool provides what we were looking for in regards to improvement at our call center. Some integration work still needs done with certain phone systems, but hopefully that will come with more maturity.

The implementation team seemed a little green. More consultation and sharing of best practices during this time period could have added more value. Seeking all input from an organization that has never used a cloud system for this purpose needs to be more balanced with "what is recommended".

We have gone from complicated home supported via PBX programming call center, to more of a GUI driven, end user administrated system. Much more efficient for ongoing needs.

Maestro is very helpful, especially for us Team Leaders. We can view the teams' weekly QA audits, which is very helpful in their progress. The overall teams score weekly and month to date can be viewed and beneficial in coaching and reporting purposes.

There's nothing to dislike with Maestro to be honest. Even the interface is easy on the eyes and the data is well presented. You can see the week on week progress and parameters helpful in coaching the agents.

The main challenge that Maestro is solving that benefits me is the quality audits for my team's QA audits. I handle 20 agents and this helps me audit their QA scores, markdowns and work on their opportunities so we can be better.

Five9 has a great support team that lessened the learning curve when switching from another software.

If you are used to open-source solutions, you may be put off by the way you pay for EVERYTHING on f9. Also, the java-based architecture created some problems early on, and lastly, f9's API could be better.

Five9 provides a dependable solution for creating and administrating a call center. We had issues with uptime with our previous software, and have not experienced this at all with f9.

The data is very easy to be fetched and quick to load. I can see the overview and detailed information without any hassle. The interface is easy to understand.

Well, there is nothing I dislike about MaestroQA because the data is easy to understand. However, it would be beneficial to know from which queue we received the CES from. It will help distinguish better.

MaestroQA helps with checking our quality and how well we are performing. Reviewing what went wrong with the conversation and what can be done better is beneficial. The option yo select best, neutral and worse responses helps checking the data quickly and see the overall performance.

It works well enough! There weren't many day-to-day bugs

It looks like it hasn't been updated since 2004. The back-end is extremely outdated and unnecessarily difficult for the price.

We needed a software to provide call center capabilities. It integrated into Salesforce which was very helpful. The APIs are done in SOAP which was a pain in the neck. We used Five9 for 4+ years before switching to 8x8 and are having a significantly easier experience.

What I like best about MaestroQA is that it shows the audits on where I did well and where I need to improve. This provides us with a better understanding of our processes and workflows, because our auditors point us to areas of improvement.

I don't have something to dislike about MaestroQA. It's rather like there are times when I'm nervous enough to open MaestroQA especially if there aren't any audits yet since I'm waiting for new audits for the week.

MaestroQA is benefiting in terms of how I will handle the next tickets. Because the graders will provide feedback on the graded tickets, they will offer sample spiels and acknowledge what part of the ticket I did great. And it helps me better understand the campaign process, as graders give me ideas about what I need to improve and what I'm doing right.

Good sales process. Helpful salespeople. They try to sell you on the holistic platform and they do a great job about it. Once you get into the platform itself you see that what you were sold is a mirage.

Support is extremely limited to low-level technicians. The platform is completely disjointed. SMS isn't integrated with the phone components. Work Force Automation is simply a poorly designed API with old-school 1990s FTP capabilities. The platform itself has bugs galore. Reporting is limited; supervisor views are broken; agent calls get dropped; integrations with Salesforce are limited; SSO doesn't work consistently; professional services are extremely understaffed.

Five9 has made several acquisitions to try to stay up with the competition but nothing is holistic. The people that you deal with only deal with their own components. They remind me of a Blackberry. They were probably good at some point but today they're past their prime.

We were hoping to have a platform that joined together telephony, SMS, and other capabilities. What we ended up getting over a month into it was a completely disjointed platform and structure.