Five9 Other Advice

MR
Senior Manager at a insurance company with 10,001+ employees

We use the Intelligent Virtual Agent, and it works really well. There's a bit of effort involved to tune it and get it up and running correctly, which would be the case with probably any other provider. But you do really need to spend the time designing what you want and tuning it so that it delivers the different dialects. Since we are a global company, we have people calling in from all over the world. It's always a bit of a challenge to get it to learn those different dialects. When people are speaking in English, as an example, we have IVAs that the Irish use and that the English use, and other places in Central Europe call in using English, and they have their own accents as well.

You have to do your due diligence and identify what your metrics are going to be and ensure those are met with the solution's out-of-the-box reporting tools. If not, understand the requirements for customized reporting or dashboards, because reporting is a key piece. We went through an RFP. We found they were secure and scrutinized privacy risks closely. Five9 passed all our security checks, but each company has its own rules. Network and latency are important to check, but we really liked their PoPs. If you're looking at alternatives, compare Five9 to what other vendors are offering.

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Devan Baucom - PeerSpot reviewer
Director of Contact Center Solutions at Invoca

Five9 requires maintenance, but not as heavy.

My rating for Five9, based on my experience with it, is a ten out of ten.

I'd tell anyone looking into Five9 that it's good to go with, but if you have to go with a different solution, never do on-prem. Do cloud-based solutions, and don't go with Cisco.

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Thomas Johnson. - PeerSpot reviewer
Manager Telephony at a consultancy with 10,001+ employees

Currently, we don't utilize the Five9 SMS or chat platform, but we are looking to move towards it. When we first got on Five9, their SMS and chat were less feature-rich than the other platforms we're using. Five9 has made a lot of progress in that area, and we're looking to move over to that. Five9 has added several features that I needed.

We use the WorkFlow Automation feature for integration with Invoca for reporting data back to the Invoca platform. Another use case that works very well and helps us generate money is automating text messages to customers based on what agents have dispositioned to a third-party chat client. We also use it for injecting records into a dialer on a schedule. It works very well.

The design and build-out of the initial implementation were key because we wanted something robust and configurable. We didn't have to change much. We set it up and forgot it. It works really well. It initially worked a little too well, and we had to turn it down. We've turned it back up, and we're using it again.

We use Verint for WFO. We use Five9 for basic audio recording. We don't have screen recordings. The agent data is sent over to Verint for WFO. We have Zendesk Adapter on one of our Five9 instances where the agents have Zendesk as the pane of glass and Five9 as a widget within that interface. We also have an integration with Salesforce. It's a smaller contingent of agents. We do API lookups on the back end, too.

We don't currently use it, but I have seen demos, and we're actually in the middle of doing a pilot group. It does look pretty good. It's seamless, and it's nice to get all that into one platform.

Five9 has helped us reduce the dropped calls in our call center. Since we've been on Five9, there's only been one major issue. No platform is perfect. Looking back at some of the issues we've had with the previous environment and vendor we used, the overall dropped calls have been reduced.

Five9 has helped increase agent productivity. It's hard to tell the degree to which it has. It's not currently in production, but based on how it works, agents' productivity will increase when we do the omnichannel because we can split interactions like chat, SMS, and email, mixing in with calls. Currently, it's just working as it was with a previous vendor. I believe it would go way up once we onboard other multi-channel features.

Five9 has helped improve our call center's speed of answering. Before moving to Five9, we would have service calls that would queue up. Customers would dial in and go to sales, and then the sales agents would transfer it to service. We have reduced that significantly due to the ease at which we can make changes in the IVR and the proficiency levels within the skills that we utilize.

Five9 is crucial in helping our contact center improve its relevance to our organization. It helps us to implement features in weeks. It previously would take us months or years to implement them. Speed to market is important for us to implement new features, especially since the traffic is going digital. The product helps us to mix it in with voices.

I do not keep track of CSAT. It is tracked, but I don't know what the numbers are. The monthly operational costs haven't been reduced. We have a little bit of a different case because we are utilizing private SIP trunks from AT&T coming into the platform. We save money because we use our AT&T contract to negotiate numbers and telephony usage charges.

The solution helps us to save money on projects. We need a lot less money to implement new features. Regular moves and changes are handled internally as opposed to using either a vendor or making sure we have resources that have the technical expertise to do that. It's a lot simpler to make changes.

The support is great. I can't think of a single person from Five9 that hasn't been great to work with. They know what they're doing. If somebody doesn't know something, they will get somebody who does. They're usually very responsive.

People looking to buy the solution must do a demo. If they like the way it looks, everything else is easy. Whether porting numbers, configuring agents, creating IVR scripts, or integrations, Five9 pretty much does it all. If the pricing is right, then we can use it.

I love the platform. I was a Cisco person for a long time. When we first moved on to Five9, there were some things that maybe Five9 couldn't do as well as Cisco. However, that intersection point has been crossed. I believe Five9 could do pretty much anything. They're scalable enough. They can handle complex requirements or very simple ones.

Overall, I rate the product a ten out of ten.

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Five9
March 2024
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Michael Guerrero - PeerSpot reviewer
IT - Director at AdventHealth

I would give Five9 a seven out of ten.

The maintenance is completed by Five9.

For those considering using Five9, I recommend carefully examining their use cases, assessing how the agent population will ultimately receive the Five9 system, and ensuring that they have adequate staff members to support the system.

I would recommend Five9 if they can fix their stability issues.

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NR
Contact Center Director of Operations at Shugarman's Bath

I rate Five9 eight out of 10. 

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BF
System Administrator at Patriot Mobile

My company hasn't used the Intelligent Virtual Agent of Five9, but it plans to use it in the future.

Currently, the company isn't using the workflow automation feature of Five9.

The Five9 team told me about integrations, but my company has yet to integrate, as it's still looking into which CRM it will use before integrating, so that will be done in the future.

I would assume that reducing dropped calls is a benefit of Five9, but I wouldn't be able to compare it with the previous software, though my team hasn't experienced drop call issues with Five9.

At the moment, I have no information if the solution improved my company's speed to answer because I also have no idea what that figure was on the previous software.

In my company, Five9 is deployed on the cloud.

The solution requires hardly any maintenance unless you want to change the IVR prompt. There's no day-to-day maintenance.

My rating for Five9 is ten out of ten.

I would tell people looking into Five9 to consult with an account manager, get some demos, and then talk to existing customers. My company joined the Five9 conference about a month ago and spoke to other customers. The consensus is that everybody loves Five9, mainly in the direction it's heading, so if you're on the fence about the solution, it's best to talk to someone, sit through a demo, and also see how Five9 compares to other call center software. Five9 is currently leading the way in the industry with its AI features and being cloud-based. It's one of the first cloud-based contact center solutions, making it easier from a maintenance perspective. It's an absolute no-brainer.

My company is a Five9 customer.

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Michael Pearson - PeerSpot reviewer
Associate Director at a non-profit with 201-500 employees

Speed-to-answer is more complicated to assess for us because of the nature of the work that we do. We work in the government benefits space, and our volume can fluctuate based on the benefit season. We brought on Five9 around the time that we were launching some winter benefits around heating and utilities, which ended up dramatically increasing our referral volume, which, in turn, dramatically lowered our average speed of answer. But that's not uncommon. We see that regardless of the platform, and we have to manage that through how we put our outreach lines out there versus our referral lines. How we skill people is another factor. I can't say that Five9 dramatically impacted our ASA, but that is partially because our average speed of answer fluctuates based on the season.

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WY
Director of Operations at TruConnect Mobile LLC

I would rate Five9 as eight out of ten. Five9 is night and day compared to Salesforce.

Five9 has been working great, especially BCC. They're actually launching AI insights, which is great. It's AI-powered general AI reporting, with IVR integration. They're currently using it to generate CSaaS scores, which align very well with our own CSaaS scores, based on AIG and customer feedback from our post-call survey. I set up the post-call survey myself, and the averages are very accurate. So, overall, I'm very happy with Five9.

Maintenance is minimal and only required if I need to make routing changes.

Five9 is a great vendor for businesses of all sizes at all stages. They are very accommodating and have excellent implementation teams. The implementation timeline can vary depending on the complexity of the system, but it is generally straightforward. I would recommend Five9 to anyone interested in a cloud-based system.

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DU
System Administrator Director at a manufacturing company with 51-200 employees

I rate Five9 an eight out of ten. There's always room for improvement. Before implementing Five9, you should look at the problem you want to solve and how it fits. Five9 is an excellent choice if you want to grow while maintaining stability. 

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Pedro Pulido - PeerSpot reviewer
Workforce Manager at Aprende Institute

Take the time to configure it, to be sure about the configuration, and test it a lot because there's a lot that you get out of the tool when everything is working well and all the campaigns are well-configured. Take the time to really understand and configure the tool as your operation needs it. That will make it work better for you, and you will get better results. You have to understand how your operation works, and it takes time. Be patient, understand it, and configure the tool according to your needs, and it's going to work.

We are trying to use the Intelligent Virtual Agent feature. We are an American company, but our core business is in the Spanish-speaking market. Our whole operation works in Spanish. We are trying to be the first company to implement this tool in Spanish. We've been discussing this with Five9, and if it goes well, we may be the first company to try it out as a test. We really want to test this feature because we saw it at the summit, and we think it looks very good. It is the same case with the Agent Assist feature.

I've seen the presentations that my peers have done in terms of how we've been performing with customer satisfaction ratings and how our customers are feeling about our service. I can't recall a complaint about the quality of our calls or that we take too long to answer inbound calls. That could be a problem, but it isn't. It has been helpful.

Overall, when you work on their platform, it's very nice. We currently have what we need.

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Jamie Bailey - PeerSpot reviewer
Director of Campaign and Dialer Management at a leisure / travel company with 501-1,000 employees

I'd rate the solution nine out of ten overall. There's always room for improvement. 

The people that work there are great. They are always available and they provide you with information. They'll always make you aware of the tools that are coming out and updates as well. The support is responsive.

I'd advise people to consider them. I'd put them in the top three.

The only downside I would ever bring up is, due to the fact that they have resources all over the globe, which is not uncommon, there's sometimes a time zone issue. I may get a call when it's not business hours. That's hardly worth complaining about. It's not really a problem for me. They have support staff all over so you may get updates at 10:00 PM at night - and that's fine with me. 

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JW
Member Services Director at a non-profit with 201-500 employees

I rate Five9 nine out of 10.

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ThadaCele - PeerSpot reviewer
Manager, Distribution at Jasco

I rate Five9 eight out of 10.

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CS
Business Analyst at a retailer with 10,001+ employees

Right now, the challenge is making sure we have enough workforce to support our workload, but we don't have many issues with Five9 itself. And not compared to when we first started using it.

You really have to play around with it. Practice makes perfect. The more you use it, the better you get with it. Pay attention to the details. Everything is important. Every piece connects with something else, so being very detailed with how you use it is important.

The benefits have been progressive every year. With the pandemic, a lot of stores closed down, and that forced us into a lot of digital production.

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IS
Manager of Customer Service Optimization at Johnston Group Inc.

I would give Five9 seven out of ten.

We needed Five9 as a company, so we were trying to figure out how to set it up and what our company could use it for. We also had to read through all the web tips to understand what we needed to change in order to use the system properly. There were a lot of things we had to fix from the start, both on our IT side and on Five9's side.

An individual had to learn how to use the Intelligent Virtual Agent before they could use the system effectively. Even though they helped us and taught us everything they could, we still needed to learn some information on our own in order to fully understand the system. For example, I needed to learn how to generate reports, so I had to read up on that on my own. This is the soft part of the system, which is good.

Maintenance is required.

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JA
Manager at FYF

While it is a big purchase, it should be entered into without hesitation. I'd recommend it to others. It's proven to be a solid and reliable product. It's a great company that does a great job.

I would rate the solution nine out of ten. 

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JK
VP Information and Cyber Security at a financial services firm with 51-200 employees

We want to use the Intelligent Virtual Agent feature. We are building use cases for it. We use Workforce Optimization for remote work. We were centralized before. It allows people to take advantage of not being in the same building at the same time.

Workforce Optimization has had a positive impact on agent and customer experiences. We were able to gain better insights into the number of calls and get a better grasp on where calls were going and how they were being handled. We've saved thousands of dollars.

We are working on some pretty intricate integrations right now. The tool provides flexibility. OpenAPI is very open. One of the reasons why we chose Five9 was its ability to integrate with CRMs like Dynamics and Salesforce.

Five9 Omnichannel’s ability to offer a customized experience on the customer's channel of choice is good. The UI could use some updating, but usability is always there. Five9 has helped increase agent productivity. Five9 has helped improve our call center’s speed of answering.

People looking to buy Five9 should get it if they want to integrate it with something. It's built to be integrated with platforms.

Overall, I rate the solution an eight out of ten.

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it_user781305 - PeerSpot reviewer
Operations Manager at a tech services company with 51-200 employees

I have been using Five9 for nearly 10 years now with multiple clients. I don't think there is any other product out there which is even comparable to the usability and functionality that Five9 has. I highly recommend Five9 to any and every company I know who is looking for a similar solution.

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Buyer's Guide
Five9
March 2024
Learn what your peers think about Five9. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,386 professionals have used our research since 2012.