Five9 Previous Solutions

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

We used a number of solutions including a Cisco on-premises solution called UCCE, as well as NewVoiceMedia cloud service, and Avaya Contact Center on-premises infrastructure. We had NICE as the call-recording platform and IEX for workforce management. We had to work with multiple vendors just to provide a similar level of service for voice channels. We also used 4Com for a smaller cloud-based environment and we had an environment with Genesys 2, which was a hybrid cloud environment. We no longer use any of them.

We needed to be able to extend contact center routing for one line of business around the globe. We had people that needed the service first in the US contact center, then in Latin America, EMEA, and Malaysia. Our on-premises environment didn't support that model because of latency and related issues that it would run into. We also just couldn't extend our infrastructure that far.

Five9 had a good global presence with global PoPs (points of presence) reducing audio latency. In a region like Australia or Tokyo, we have the audio stream from those PoPs over to our locations. Those PoPs were good for where our footprint was. Another factor was that the price point was very good. And the interface was intuitive and straightforward compared to Cisco's complex platform, which was made up of four different platforms. You had to know how to code in all four and it was very arduous. Five9's flexibility and willingness to work with us, along with direct communication with senior leadership, made a difference. They provided good support response time on support issues, and they were a leader on industry review sites, which added to their appeal. Five9 seemed to be a good fit for us.

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

I've used other solutions before Five9, such as Insight Sales, which was built for B2B, but then I tried to use it in a B2C setting, and it didn't go very well.

My company also fleshed out some functions with Twilio to build its own tools, but it wasn't as good as Five9.

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

Previously, I used Cisco Unified Contact Center Enterprise on-premise.

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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.
765,234 professionals have used our research since 2012.
Michael Guerrero - PeerSpot reviewer
IT - Director at AdventHealth

We previously used a Cisco phone system but switched to Five9 for its enhanced capabilities, enhanced reporting, and advanced features such as workforce management, quality management, and queue callback, which Cisco could not provide at the time.

The only disadvantage of Five9 compared to Cisco is that it does not offer physical hard phones. Our employees in our offices really enjoyed having desk phones.

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NR
Contact Center Director of Operations at Shugarman's Bath

We used RingCentral and another one before that. RingCentral is a solid platform. Everything works, but it's a simple dialer without any of the built-in automation that helps us direct our day. Five9 is a far superior solution. It's apples and oranges. 

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BF
System Administrator at Patriot Mobile

My company's previous product didn't give much insight into agent activity, and there was little to no reporting about that area, hence the switch to Five9.

As Five9 is cloud-based, everything was much easier, and the solution gave my company complete insight, so since day one, there has been a massive benefit from Five9.

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

Our previous vendor, Evolve IP, had pretty unreliable service. There were consistent outages, and we were very dependent on them for most things, including user accounts, updates we would need to make in our IVR systems, and messaging changes we would need to make. All of that had to be communicated to them via email or their support desk, and that communication process was poor. Often, things would come back incorrectly provisioned.

We communicated those issues to them several times and they made adjustments, but those adjustments were not sufficient. They also had pretty high turnover, so our support staff changed pretty regularly, and that was also frustrating. Those were two factors that caused us to go to market.

And prior to Evolve IP, we used Aheeva.

We were looking for reliable software that we could manage ourselves, with consistent uptime, strong redundancy processes, and something that had years of experience in the market and had everything we needed out of the box. We didn't want a solution where they would say, "Oh, that's something we might be able to do; that's on our roadmap." We wanted a solution that would meet all of our main requirements right out of the box.

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WY
Director of Operations at TruConnect Mobile LLC

Our entire IVR system was very outdated and on-premises. It was a homegrown system, and we had many issues with it, including bugs that prevented us from warm transferring and routing problems. Our development team could not fix these problems internally, so we decided to switch to Five9 with IVR routing which has been great.

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

Before Five9, I used a product called ThinkingPhones, which eventually became Fuze. A company called 8x8 acquired Fuze, so the product no longer exists. We switched to Five9 because it could scale with us, and the other product could not. 

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

We used to use Nobel Systems. We were looking for two features: a pure cloud product and something that was easy to integrate with a CRM. 

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

We had Cisco. 

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

I used Salesforce prior to Five9, but that was a while back.

We wanted to reach customers on a broader scale. We're able to provide better solutions to patients based on the pharmacies that we're acquiring or pharmacies that get closed. We can still service patients nationwide.

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IS
Manager of Customer Service Optimization at Johnston Group Inc.

We previously used Cisco but Five9 accommodates our current platform better.

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JA
Manager at FYF

We've used Fuse and Oracle in the past. We were growing. Fuse was a smaller framework and we needed something larger. Oracle was comprehensive, bulky, and difficult to teach. We needed a phone system to handle the size that we were growing to and also something that was more omnichannel. 

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

Previously, we used Cisco Finesse. We started using Five9 to get rid of the old legacy system of Cisco and to move into the cloud.

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it_user781305 - PeerSpot reviewer
Operations Manager at a tech services company with 51-200 employees
it_user781245 - PeerSpot reviewer
IT Admin at a insurance company

Five9 was the first solution we used to implement our call center, and I am glad we did.

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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.
765,234 professionals have used our research since 2012.