We did it working with Five9's professional services team. On our side, my tech team along with some business resources were involved.

It's hard to say how many people from our organization were involved because we have 110 contact centers. In some cases, there was one person from Five9 and in other cases, there were multiple Five9 people. When needed, they would bring in their various subject matter experts on projects at different points in time.

In general, there's a project manager and one of those technical resources across the disciplines who are assigned. For our largest center, which was really complex, there were three dedicated SMEs and a PM.

I've seen Five9 implemented in-house and through a consultant, but it is better if done with a consultant.

The only maintenance that we really have is the agent's cell phone. Sometimes it needs to be updated. Usually, that is automated from Five9. The platform can do automatic updates. We're moving away from the softphone model to the WebRTC model. It’s going to be essentially maintenance-free. The platform also does some maintenance, but we are not involved in it directly. There's really not much downtime. Even when Five9 does updates, it does the update on the backup data center. Then, it is tested, and changes are made to the primary. It just fails over. Agents might get a short message saying they might get logged out, but it’s rare.

The implementation was completed in-house along with the Five9 professional services.

Five9 had one of their TSM people help me set it up. They did the basic grunt work and built out the structure. I fleshed out all the formulas and cadences from there. They helped ensure the bones were in place and gave me some training on how the pieces worked. I set up the rest.

We didn't use an integrator to implement Five9.

About ten people worked on deploying the solution.

Five9 assigned an implementation team that helped us with deployment in-house.

Five9 provided implementation services.

We did use the resources from Five9 to help us. 

We had a platform engineer who worked with us when we were deploying it. After the deployment, we have been utilizing their support more.

We had about 4 people involved in its deployment, which included myself and some IT roles.

We had the help of a consultant for the implementation.

The deployment was handled in-house. 

We deployed the tool in-house with the help of Five9. It was a big move. A lot of people were required for the deployment process from our side. The solution requires minimal maintenance for workflows.

In-house. I did it myself.

It was implemented right before I started working at my company.