The solution has certainly reduced our costs.

And it has enabled us to be very agile and react quickly to the business requests that may come in. For example, in the COVID environment, one of our contact centers was still on a legacy environment and, all of a sudden, the employees had to work from home but they didn't have a work-at-home model. We moved them to Five9 in seven days. So we can really move quickly.

We're using the WorkForce Optimization's interaction analytics, and that has helped the business to transform customer engagement. It helps to identify the "hot words" that are coming in, what people are actually calling in about. In addition, it does sentiment analysis that can be used to identify and train people who are struggling or using the wrong tone.

Before using the WFO and its analytics, our quality teams would listen to only 5 percent of contacts a week, per employee, which is a very small part of what an employee is doing. It could have been that a QA manager happened to evaluate five bad calls, but the other 150 calls that the person took that week were all great. Now, this tool does an automatic evaluation of 100 percent of their calls. It has certainly helped the QA teams in their training, and that, in turn, helps our clients.

That 100 percent evaluation has also helped agent productivity because QA can automatically look at who is using those words that we don't agents using, such as "mm-hmm" and "let me check" on a call. They're able to train those folks so it has certainly helped.

Another benefit is that the Intelligent Virtual Agent has enhanced our ability to route the call to the correct person or the correct team and increased what we call first-call resolution. That, in turn, frees those agents up for somebody else. I'm sure the optimized routing capabilities are helping us meet our SLAs with less staff.

Five9 ran a customized project for us that allowed us to do chat translation. We now have the ability to chat in about 60 languages. Chats get converted to English before they go to an analyst. The analyst can type a reply in English, and it goes back to that agent in their native tongue. That has certainly been a great benefit for our colleagues in different countries to help them feel comfortable chatting about HR questions in their native language, versus having to do it in English.

It has been a really great tool to bring into our toolbox. It gives us the same technology globally as opposed to having many different environments.

The ability to have our negotiated rates leveraged even by some of our small five/six-person centers has been helpful. A small, local center is not going to have the same buying power as we do by deploying a global environment. And the standardization helps our tech staff and business teams as well. Previously, we had six to eight different types of platforms and systems, and they would have to learn all of them. Now, they have the same tool globally and can do follow-the-sun models much more easily because it's all in one platform.

I've seen huge benefits from Five9, particularly the power dialer or outbound dialing feature, the screen pops, the good deliverability and connectivity, and customers being able to receive calls and answer them. All these are mission-critical for the business.

Five9 has also helped reduce the dropped calls in my call center. The solution has helped improve overall agent productivity, and the outbound dialing capability was a big help. Even the speed to answer was improved through Five9.

Integrations or connectivity to other systems and workforce optimization from the solution are more helpful than my organization expected, where not only the contact center benefits but other departments as well.

The omnichannel and IVA in Five9 also helped increase my organization's CSAT and NPS scores.

We implemented Five9 because we were trying to move from an existing on-premise contact center to a cloud-based one so that we didn't have to worry about maintaining the servers, OS upgrades, and patches. We needed a platform that was easier to use and maintain and had less lead time for implementing new features.

Five9 reduces IT resource requirements and gives the business the power to make changes within the platform. I'm the Telephony Manager, and two other people handle Five9 administration. We give the managers the ability to reset agents’ passwords. We would have had to do this in IT if it was another platform, but we give that ability to the business. The tool helps us reduce IT resource requirements and increase business participation and administration.

The intelligent virtual agent feature has the potential to significantly impact our patient base. I cannot say for sure until it is in production, but it has a lot of potential.

We are satisfied with the visibility of the data we receive from the workflow automation feature.

Five9 integrates well with various CRM tools. The process is streamlined.

Since implementing Five9, we have seen reduced agent handle time, increased call volume, and more patient growth. We have also been able to quickly scale and deploy Five9 across different markets. These are some of the advantages I have seen of using Five9. The benefits were clear after 12 months of use.

Five9 has helped reduce the number of dropped calls.

It has increased our agent productivity.

Our agent's speed to answer and average handle time has decreased since we started using Five9's Agent Desktop Plus. This is because agents can now pop up screens, access patient information more quickly, copy and paste, and search for things more quickly. Additionally, our integration with Salesforce allows us to display information directly to agents, so they don't have to search for it.

Five9 has completely transformed our ability to service our patients.

Our post-call survey data show that patients are marginally more satisfied with our new phone system than with our previous system, specifically in terms of the speed and accuracy of answering calls.

We're operating in multiple locations or area codes. Five9 enables us to call from local numbers, so we're calling people from a number that they recognize, and it can handle that automatically.

Five9 has reduced drop calls by about 30 to 50 percent. It has improved agent productivity by allowing my team to do lots of things in other systems from within Five9. They don't need to dig into the back end of other platforms to make automations happen. 

The solution is essential to improving our contact center's relevance to the organization. It has improved our answer speed by making us more efficient. Their system pushes it to the next available team member, so we never wait for it to roll from one person to another. We've definitely reduced our speed to answer and speed to lead, with it prompting us to call someone when the data comes in.

Evolve IP, our previous carrier, was fairly unreliable in service, so it was often difficult to understand what was causing the dropped calls. Was it the user, the internet provider, or the caller? Five9 has given us more visibility into that.

In terms of agent productivity, Five9 has made it easier for us to control the levers. For example, if we need to turn down the faucet in one area, it allows us to do that fairly easily. It has made some of our coaching and quality management pieces significantly easier. Our agents are able to get their feedback quicker, more in real time, so they're able to implement that feedback.

And it has definitely helped improve the relevance of our contact center to our organization. The ability to create and manage data variables allowed us to fully launch a customer satisfaction survey ourselves. That's something that we can provide to our wider organization and to our partners to show the real-time impact of the work that we're doing. The data availability makes the data a little easier to track, and that means we can consistently tie interactions on the phone to data and our CRM. That makes it easier for us to track outcomes and makes our work more relevant to the wider organization.

And it has also helped us reduce costs. One of the largest areas where that is the case is our quality management. That was a fairly large time-drain and a very expensive part of the organization. Five9 has helped us reduce costs related to that by 20 to 30 percent.

WFA is a great feature. We have very few issues with it. Five9 uses Workflow Automation in the background to set up the run for the APIs, which has been working very well for us.

We use WFO for QA purposes. We can query recordings based on dispositions or other criteria, and we can query by agent.

WFO is a better and more efficient way for us to conduct quality assurance on our agents. This allows us to drill down on specific issues we're seeing, which helps us to coach our agents more strategically. This ultimately improves the customer experience.

I like the integration because we're currently using a Salesforce integration, and the integration from Five9 is good.

With Agent Assist, we are able to cut our after-call time from 15 seconds to eight seconds.

With Five9's skill-based routing, we can improve our ASA simply by setting the skills of our agents correctly. I can use them for multiple queues, voice, chat, and email, not just for dedicated voice agents or dedicated agents to one skill. I can also prioritize languages and different skills as needed.

We track our CSAT mostly from what customers tell us, and it's mostly about resolution, not hold times. We're actually doing well in this area. As for complaints, we don't really get that many. I hardly get any about hold times or IVR issues.

Five9 has helped us reduce costs because it allows us to use skill-based routing and scale our agents, which means we can run leaner operations and don't need to have dedicated agents for every skill.

Moving to the cloud enabled us to expand our physical footprint so our agents could operate in far more physical locations. It has unified our training cycle in terms of preparing agents to solve customer problems across multiple channels.

When we moved to Five9, we got much more information about what the contact center is doing to help our customers. That has helped create a positive feedback loop that continues to improve our operations and marketing.

It's hard to say whether Five9 has reduced dropped calls, but it probably has. It made our agents more productive by facilitating unified training. More agents are operating on the same system, improving our average answer speed. 

The impact on customer satisfaction is also difficult to gauge because we've undergone so many changes since implementing Five9. It prevented customer satisfaction from decreasing, but I don't know if it necessarily made it better. It enabled us to add more agents and scale up, which should improve customer satisfaction. 

I don't think Five9 reduced costs. On the other hand, they probably haven't increased, either. However, I feel like Five9 made us more efficient. We're doing more with less. With an on-premise setup, we need to budget capital expenditures for equipment every three years. That's different from budgeting the monthly cost of a cloud-based solution. 

We are now implementing a callback process with Five9. If people don't want to wait in the queue, they can say, "Call me later. Let me keep my position in the queue, and just call me when the agent is available." That is definitely something that improves the UX for our customers, and on our side, when it comes to handling calls, it has improved productivity.

We were transitioning over from another dialer. 

We had an older phone system that wasn't very versatile. It wasn't easy to make changes, and we couldn't customize the reports. It was getting outdated, so we looked for a new phone system.

Our capacity to integrate Five9 is limited because our CIS does not allow integration. The system can't do much integration through its API. However, that's a problem on our end. It isn't an issue with Five9.

I think Five9 has increased agent productivity, but we see more improvements in the efficiency of our email distribution instead of our call side. I'm unsure if the solution has improved our answer speed because we implemented a new CIS at the same time. It's hard to say how much of the improvement is attributable to Five9. I will say that it has enabled us to simplify our IVR and have control over it. We can make changes and slight adjustments that we couldn't before. 

Five9 has helped improve the call center's relevance to the organization. 
It's easier to add another department to a queue. We can do some things we couldn't do before when we were doing everything the old-fashioned way. We're able to generate more customized reports. While there hasn't been a huge increase in the speed of calls, we can respond to a request for changes a lot better. Five9 has helped us reduce some labor costs, but I'm not sure about other savings.

I have had an amazing time with Five9. I have been with the company for almost 25 years, so I have cycled through multiple solutions. Five9 may have been our fourth provider since I have been here. The part that I liked about them is the ease of development. They have this amazing developer and engineer on their side by the name of Ramzi. He was amazing from the moment he began working with us. The ease of development for them for the IVR system itself was amazing, and then the follow-up, the calls, the check-ins, and everything else during the development process were amazing for me. After we went live, we have had very few issues. We have had a couple of issues where we had some downtime, but they were rectified quickly. We are satisfied with what we have seen. With our last provider, we did have some issues where we had more downtime than expected. It might not be long, but 15 to 20 minutes of any downtime could cause issues with us. The IVR has been very easy to use.

In terms of its time to value, everything is a learning curve. We were fast, but because of COVID, we had to shut down our cell center. By the time we were starting to go live again with Five9, we were ramping up our center again. It was probably something that we started to enjoy more and more as we began to get more staffed up.

Five9 has probably helped increase agent productivity. I do not have true numbers that I could tie to that, but overall, agent ratings, from the observations that we have done, have gone up. That is because of the fact that we have the ability to let agents listen to their phone calls, view what they are doing, and hear what guests are saying. We can definitely give them feedback on things that could make the process quicker for them, speak better with the guests, or get to the point more.

Five9 has not helped to reduce dropped calls in our call center.

Five9 has not helped our contact center improve its relevance to our organization. We just built the program to what we had prior. The enhancements have definitely helped, but I am not sure if it has improved the relevance. The relevance has always been there and stayed there. I have not seen any increase.

Five9 has slightly improved our customer satisfaction score (CSAT). It could be because, with our last platform, it was a bit more challenging to go through the process. They might have seen some improvement in that. There is also improvement in the way we take credit card information. They feel there is more security in that without having to give us their information. That has definitely been an improvement for us from a guest standpoint.

Five9 helps our call center reduce dropped calls. One customer was dropping up to 30 percent of calls. Mostly, it's network-related, but sometimes it's just overloaded. Some calls are not necessarily important. It reduces unnecessary calls, allowing the agents to focus on critical calls. Five9 has made our contact center more flexible by taking it to the cloud. The user experience for agents is great because everything is on one dashboard, from the dialer to the workflows for transferring calls and creating tickets.

The solution helps our clients improve their Net Promoter Score. If a caller is connected to the right person, interacts with a human being, and their issues are resolved, it improves the NPS or certification score.

We're working more efficiently and maximizing resources in less time. It has helped to increase our agent productivity. The business is now starting to use our outbound department more as a resource. We're getting a lot more campaigns coming into the pipeline. Five9's relevance to our organization is big. We're rolling out more campaigns and starting to use more of a digital solution for a lot of our stores.

We have also seen an improvement in our call center's speed to answer.

We're using agent assist on our phones to some degree to help save time by answering the common questions our customers may have.

We use the workflow automation for quality assurance purposes.

Five9's omnichannel ability to offer a more customized experience on the customer's channel of choice is beneficial. We've been using it, and we've liked it so far. We're getting what we're looking for, which is a single platform that integrates the three platforms we were previously using.

It has helped us reduce the number of dropped calls in our call center. They provide feedback on what works and doesn't work in our environment.

Five9 has helped increase our speed in answering calls and has helped us become more connected to our customer service.

We were trying to get a one-stop shop so that employees did not have to log in to several different types of software to answer back to the customer depending on how they reached out to us.

It's given the customer a better experience. Our agents are more confident. They're more capable of handling everything that needs to be in one platform. They are able to train faster because there are not different kinds of software involved. And it's we've seen a big difference and a big you know, big change swing in the right direction as far as training time, like I said, confidence and just people's ability to better service customers since we kind of took it all into a one-stop shop.

We saw the improvement within the first year. I'd say probably six to nine months is when we really saw it all kind of firing on all cylinders and coming together.

The product provided insights for us to scale during some organizational changes. It gave us the flexibility to get into the cloud. It was a big impact that led to big savings. It also opened opportunities to change other things by moving them into the cloud.

We used to host all our email accounts on Gmail, so there was no accurate reporting, access limitations, etc. But now, we have moved to the email service provided by Five9, and are able to handle these interactions much better.

Five9 lets us call all over the country using local area codes to set appointments for our agents everywhere from our central office.