The solution is software as a service or, in this case, contact center as a service. There is nothing on-premises in terms of infrastructure. The only thing on-premises is that we'll take the reporting data and put it aside for historical purposes.

We had a couple of challenges when deploying it because our first integration was pretty complex. But we identified those challenges when we went through our system and user acceptance testing and addressed them ahead of time.

In terms of maintenance, as the tech team, we manage and look at all of their change controls when they're making changes. We have to move our centers out of "harm's way" when they're making some of those changes because we're 24/7 and all around the globe. We do certification testing in our dev environment as much as possible before rolling out changes to production domains. We do testing after the fact as well. We're a little stricter than most. When we talk to our Five9 technical account manager, he says their other customers never look at these things. If they have a problem, they open a case. But we like to test everything.

I was involved in the deployment of Five9 at some point, and it can be complex, but considering the industry and what my company is trying to get done, I believe the process is straightforward.

The solution is cloud-based. We have a special SIP trunk enhancement that is not normally done with the standard offering. The initial deployment was straightforward. It wasn't necessarily simple, but it wasn't complex. The platform engineer who did the requirements gathering, design, and implementation did a great job.

It was fairly easy to relay information and have them understand and interpret the requirements for a technical solution. Whenever we needed to change anything, it was pretty easy to do, and they were easy to work with. About 20 people were involved in the initial deployment.

The initial setup was complicated logistically from our end.

The deployment took 18 months to complete.

We implemented our strategy by focusing on specific markets in different states. We started in Florida, where we focused on a particular market. Then, we expanded to other states from there.

We required around 12 people for the deployment.

The deployment was fairly complex, and there were issues here and there. We ran into things that Five9 couldn't do that the company promised it could. I was also attempting several things that were different from the standard use case. We were able to accomplish most of what we wanted. It took some technical skill to understand how to set it up properly because if someone didn't understand the technical side of things, they would ask Five9 to set it up. They consistently couldn't quite get what I was trying to accomplish, so I ended up having to do a lot myself. That's actually fine. I like to do it myself anyway because I can understand how to fix it if I learn how it works.

Five9 doesn't require a lot of maintenance. Once it's configured, the solution is "set it and forget it" except for the occasional adjustments for holidays. Still, I can't help but tinker with it. I'm constantly adjusting what we're doing to see what works best.

I was involved in the tail end of the initial deployment for Five9, but the process was very straightforward. I worked with the Enterprise Program Director Carlos, so he managed the project, and when moving over the project from the previous software to Five9, he sang praises about how easy the overall process was, including how well the Five9 team communicated and was easy to work with.

The initial setup was straightforward.

We went with a staggered rollout model. We started the ramp-up in February, and our first live deployment was at the beginning of June, when we moved a small number of agents over to it. We did a total of three agent rollovers. We moved that small queue at the beginning of June, we moved a larger group of agents, about 60 or 70, in the last week of June, and we moved the final group in the second or third week of July.

The initial setup was straightforward from a general build perspective. The only thing that required a deep dive was the integration between our billing system and the Five9 APIs, which was necessary for customer automation. This required a little more testing than usual, as the APIs needed to check balances between the two systems. However, the general deployment of VCC itself, for routing voice, chat, and omnichannel communications, was very straightforward.

We had a total of five people who worked on the deployment. It was our own corporate management team for care to ensure that we covered all the functionalities that we needed.

Setting up Five9 was reasonably straightforward. It is a complex tool to fit into a complicated business model, but it wasn't outrageous. It's much easier than integrating an ERP. Three people from our company were involved, plus two from Five9. One of them was a trainer who helped us learn about the product. After deployment, it requires some normal upkeep, and you need to adjust it as the business changes. One person is enough to handle maintenance. 

I helped deploy the solution. It wasn't difficult at all. We had about three people involved. There is no maintenance needed once it is deployed.

Deploying Five9 was pretty straightforward. We performed the installation in-house using three or four IT staff members. It doesn't require much maintenance from the customer service side, but I don't know about the IT side of things. 

It is deployed in the cloud. Its initial deployment was extremely easy.

Its maintenance is minimal. It is required if we want to update recordings, change hours of operations, or need to shut down during inclement weather days.

The initial deployment started off complex.

I was not directly involved with the initial setup.

We have a team dedicated to maintaining the solution. 

The initial deployment was pretty straightforward. At first, it did not go well, so we made some account management changes. When we redeployed it, it was okay. It was not a software issue. After we got the right people, the software was programmed correctly.

It is pretty straightforward. The documentation that Five9 provides is very extensive and their support team is top notch.