We are using the WorkFlow Automation feature, and it is delivering on what the business wanted, notifying staff if they're in a particular "state" longer than their supervisors feel they should be. It sends out reminders such as, "Remember to update your state from this to that." More importantly, it informs their managers and supervisors. It's a good tool. We use their dashboards from their WFA tool, which aren't the best, but they're okay. And we also use the WFA to make bulk-load changes to skills during our peak seasons.

We use the solution's WorkForce Optimization heavily, and we are very happy with that tool. There is a bit of a lag, longer than I would like, taking half an hour to an hour, before recordings are available in the tool. The business doesn't mind that, but I run a tech team and when we're doing certification and testing, it makes things a bit more challenging. We need to watch the clock until we can confirm that it's functioning as expected during certain tests. But that doesn't impact the business, because it's not looking at recordings that quickly.

And in terms of integrating with various CRM tools, like Salesforce, ServiceNow, and Dynamics, their adapters are pretty straightforward and they work very well. A lot of the work there is on the CRM side of our organization to decide what we are going to pull and populate using the adapters. That requires a lot of effort by the CRM teams, but not so much of my time with Five9 anymore, because those adapters are built-in, which is nice.

Five9 has a lot of AI tools, which I find valuable. It offers transcription services and a power dialer for outbound dialing. I like that Five9 is built for outbound and suitable for that purpose.

Another valuable feature of the solution is the screen pop where, as a rep or agent, when your customer answers the phone, you'll immediately see customer details on your screen, which is helpful, especially if you have a lot of customers.

Five9 also has the Intelligent Virtual Agent feature, which I find good, though there may be some legal implications. Still, I find Five9 a great solution that seamlessly helps customers engage with brands.

Agent Assist is another good feature of Five9. That feature is useful because you can help agents in real-time while on the call. It's as if the manager is behind an agent, helping and telling that agent what to say and hearing what the customer says. Agent Assist lets you support every agent automatically, in a more scalable way, without listening to every call.

Five9 also comes with WorkFlow Automation or Studio Flow, a nice feature because it's drag-and-drop, where even a non-engineer can build out a campaign and have different aspects to the campaign, for example, call routing. In the past, you had to be an engineer to build campaigns in Five9 or get on a call with the Five9 team and ask the team to make the changes, but nowadays, it's drag-and-drop, which is very helpful.

I've also used the Workforce Optimization feature in Five9, though not as much. Still, I'm familiar with some of its capabilities, such as optimizing the time of day or days of the week when your team's the busiest, making optimizations when you don't need as many reps, or when you need more reps in place to match the bandwidth of calls coming in. Definitely, Workforce Optimization is beneficial and essential for my customers nowadays.

Five9 can integrate with various CRMs, and I find that essential. The solution has an endless list of integrations for a reason, but I wasn't the guy who built the integrations. I heard that CRMs could be hard to work with, but the CRMs I've experienced with Five9, such as Salesforce and Hubspot, seem to integrate well. There was one really bad CRM built in-house on a platform called PPMS, but it's basically an internal tool, which was a little hard to work with and challenging to make changes, but it worked, though my Salesforce customers seem to be happy with the solution.

The Omnichannel capability of Five9 is also essential, as the customer expects you to have chat, text, Facebook Messenger, and all other ways a customer can reach the reps. The omnichannel feature in Five9 is essential to customers.

The product’s IVR script editor is very easy and simple to use. The agent interface is very good, and it's configurable. We can add scripts easily.

Queue callback, agent skill-based routing, call reporting, and the flexibility to log in from anywhere are some of the most valuable features for our organization. These features create flexibility for our organization and allow for increased patient satisfaction.

I like the fact that I can customize the cadencing. I can drill in and create custom contact point cadencing for all of our different categories of leads. We attack some people more aggressively, but others much more softly. I have much more confidence that things aren't slipping through the cracks. It continues to bring customers up for us until they've either moved through the cycle or we've removed them from the cycle. It gives us greater peace of mind. The ability to get in quickly and customize many of those pieces easily was appealing to us.

We utilize Five9's connectors to push data out and do a lot of workflow automation with that. Even though we only have six people, we've been able to process almost double the call volume. It has really maximized my team's efficiency.

I haven't seen any limitations to integration with CRMs on Five9's end. It's pretty open to what you can do. There are a few minor things that would be nice to have, but we've never had trouble getting data into our CRM or any other platforms. The omnichannel feature is another capability that's excellent to have. Customers can reach a representative by phone, text, email, or whatever they prefer. 

What I found most valuable in Five9 is its AI feature, mainly the feature that gives AI summaries called Agent Assist, where the AI listens to the call, transcribes it, and then creates a summary at the end of the call, which has cut the ACW of agents in half. This allows agents to answer more calls, such as a thousand more monthly calls. I started seeing this benefit about two months ago.

I also found the Workforce Optimization feature in Five9 excellent. A person in the company works with that feature to optimize agent schedules, including breaks, lunches, and shifts, plus the quality assurance aspect of it. The Workforce Optimization feature flags calls for review and records agent screens while on the call, so it's greatly benefited my company.

I found that Five9 offers a more customized experience for customers, and it's great because some customers prefer calling, while some like emailing better. Some prefer chatting, so the company also uses the Five9 chat module, which has not been fully staffed yet, and my company is waiting for more agents to staff on chat.

Five9 is excellent because it allows my company to have different methods of communication, so customers can reach the company while everything's logged, monitored, and recorded in one place.

I like that Five9 helps increase agent productivity, and the biggest driver of that is the reporting the solution provides. As mentioned, my company's previous software had little to no reporting, so if agents worked remotely, the company had no idea how each agent spent the day. With Five9, on the other hand, you get complete visibility and can use the reports for coaching opportunities to drive the behavior the company wants to see. Agent productivity increased by twenty to thirty percent, but this is just a ballpark figure.

I find Five9 relevant to my company because it's currently the core solution that helps centralize processes and enables all to be under one roof. It's a call center platform rather than a tool, which has significantly shifted how I look at the call center. Five9 has fantastic partners, and my company uses those partner tools, too.

The admin platform is easy to use and navigate. That has been incredibly useful for us because it has given us the ability to self-provision in a lot of situations.

The ability to create and track data elements has also been a valuable addition.

Five9 offers Verint as a package for their workforce and quality platforms. The Verint quality platform has been very valuable to our quality team and its ability to monitor calls. We do all the workforce optimization through Verint.

We have integrated Five9 into our homegrown CRM using connectors, and that has worked effectively for us. We're able to pass a few pieces of Five9-specific data into our CRM and use it to look up client records that we present to the client, based on a phone call.

And the solution's omnichannel ability to offer a customized experience on the customers' channel of choice is definitely one of the reasons that we went with Five9. We do not do much omnichannel work. We do some text outreach, but we don't engage with our clients via text. We do some generic "press one, press two," but nothing significant, and we use a different platform to do that. But within our contact center, we have chat and email functionality as part of our roadmap, and we really wanted to bring in a platform that had the ability to maintain communication through those methods.

Agent Assist and AI Insight are the two best features because they remind new and existing agents about tips and generate detailed case summaries, saving them the time and effort of making small modifications before posting.

Five9's most critical feature is a common user interface that delivers consistent customer service across various channels. We used Five9's intelligent virtual agent on a small scale. I've been using it for about six months, and I expect we'll use it more in the future. We have a custom CRM tool, and integrating it with Five9 was pretty straightforward for someone of reasonable technical literacy.

In my role, the admin tools are most valuable, such as using the UI to configure all the campaigns and all the settings that we use. Also, the monitoring panels it has are very good. Our supervisors and sales managers build dashboards in the solution so that we can understand how our operation is performing throughout the day. That is very useful.

We have implemented workflows, and the Five9 WorkFlow Automation feature works very well. We're very happy with the tool. Five9 offers a very reliable solution, and that's why we are aiming to implement the new technologies in which AI is involved.

We use Five9 with Salesforce, and it works very well. It's seamless. We practically never have problems with that integration. The information comes and goes without a problem. The Salesforce integration helps agents a lot. It's easy to use, so they get familiar with it very quickly. Because of the way it integrates, it's like looking at one platform; it's all on one screen. They can see the call information and the information about the lead. It's very easy to read and very user-friendly.

On the side of the workforce that I am on, we are constantly working on improving our costs. We have to understand how long our calls are taking, and we are able to do all that analysis because of how Five9 presents all the information in the dashboard and how quickly we can analyze it. It's very useful to have a practical way to see the information and understand it.

Also, making changes is not that hard. For example, maybe we don't want to make that many calls; we want to make fewer. That's easy to do. It's a tool that allows you to make decisions and implement them very quickly.

The integration with our CRM is probably the most valuable aspect of the solution. That's the one that we actually were searching for. That is the number one feature that we're taking advantage of right now.

It can integrate with various CRM tools. For example, the usual ones, like Salesforce, Zendesk, and ServiceNow. 

Five9 is very feature-rich. We're not necessarily taking advantage of all the different tools they have as our shops aren't very large. That said, they do have all these different add-ons. We're not using all the analytics and things that Five9 actually has or all of the different tools that are available. I don't have a need for them.

We didn't have any issues with dropped calls prior to Five9, however, they do a good job. When it comes to drop calls, we don't have a problem. They are performing to our satisfaction.

It helped to increase agent productivity. It's also helped to improve the speed to answer. I don't have any sort of quantitative empirical data on the speed to answer, however, I have been pleased with the results. 

All of the calls still go through a phone tree, and it goes to an IVR. So we construct those IVRs with flows that we anticipate, with decision trees and Spanish and language and different things like that. However they choose to navigate through those, they'll end up getting to an agent. 

Five9 has had a positive impact on our customer satisfaction score.

It's helped to reduce costs in our organization in a couple of different ways. 

I like the ease with which we can make changes if necessary. Currently, we are using it for phone and email distribution, but we're talking about adding chat and delving into the omnichannel features more. 

Some of our clients use intelligent virtual agents, but it depends on what the customer wants. It's primarily used in help desks where multiple departments like finance, sales, and IT share a phone number. They can use the agent to go directly to the department they want. Banking, finance, or insurance companies can also use it to authenticate their customers. You can use the element of Five9 to do a security check. 

The chatbots are helpful as a repository of information a customer frequently asks about. The customers can have their basic questions answered instead of talking to an agent. I like Five9's workflow automation features. You can integrate Five9 with the CRM in the center, like Salesforce. You can take the workflow features of something like HubSpot and add a voice element.

The workforce optimization feature is free once you have a ZenDesk license. It's useful for HR teams and companies that need to plan shifts for many employees. People who work HR will tell you that workforce management is a headache because you are optimizing workers' time and efficiency. It makes the HR personnel's jobs a bit easier because it's all automated. It takes much of the work off their plates. They need to take into account things like holidays and sick leave. 

The reporting is good, and we're testing AI summaries now. Also, the workflow automation feature, so far, has been good. We're still learning how to navigate certain things.

Also, its ability to integrate with CRM tools seems to be working fine.

I'm a big fan of statistics, so that's where I'm focused. Specifically, I'm interested in all the features we're using and the reporting that's needed to get them up and running. We've had to do a lot of editing to the existing report, and there's a lot of custom design involved.

The integration overall is the best thing. Having everything in one spot is great. Being able to have them take chats and emails at the same time and have them take more than a couple of chats depending on their tenure and really being able to customize things in that capacity is great.

The intelligent virtual agent feature is interesting. We have been dabbling with that. We have not implemented it with our staff as a whole. However, we have been dabbling with it and may implement that.

The AI technology is very good. We are using the summarization tool, which allows the agent to have a summary of the call created for them via AI and then just cut and paste it into notes. That's been a huge help, and that's been a very big time saver.

The workflow automation feature has been very beneficial. It's allowed us to route everything in a way that we wanted to - ensuring that the customer gets in front of the appropriate person to start as opposed to having to be transferred around, etcetera.

This feature is good for aggregating information and providing visibility into data and performance. We're very happy with it. We've had no problems. 

The solution's ability to integrate with various CRM tools. However, the only thing we use is a home-brewed order management system, and it's done very well at integrating with ours. The open API allows us to have it communicate as we need it to.

The omnichannel ability offers a customized experience on the customer's channel of choice. It's great. We use it for phones, emails, and chats. We did a little SMS, initially, and it really gives the flexibility and the ability for us to not have to. Even with SMS, we started using it and found that it wasn't that big of a pull for our customers. They weren't super interested in it, so we didn't have to go out and find another standalone feature. We were able to do it in-house and do the testing and realized that it really wasn't something for us, so we were able to kind of tweak it accordingly and pull it back down.

It helped you reduce dropped calls in your call center. We've seen a huge drop in that. That's based on better management of the call flow. About 20% fewer calls are dropped. We're really able to kind of keep a pulse on it and stay on top of it on a daily basis to make sure that any tweaks that are needed or done on the fly and that the customer is not inconvenienced.

It helped to increase agent productivity. They are able to log in to one platform. They're quicker. They're more agile, and they're able to handle more as a result.

It helped improve your call center speed to answer. In utilizing the reports, tools, and dashboards in front of us, we've absolutely sped up. For example, abandoned calls have gone down. The speed to answer has dropped considerably. And the SLAs are great. KPIs have gotten a lot better.

They are great in terms of reacting when something happens. When features come out, they immediately let you try them out for free. They ask for your feedback on them. They actually take your feedback into consideration. There have been several times when we will play with a new tool and make suggestions on it, and they actually make changes as a result of that feedback. 

All of the KPIs have gotten better aligned with our expectations. 

It helped reduce costs in our organization. We've saved on staffing and we've saved on software by 10% to 15%.

I like the capability of call and screen recording. It has helped us to hold our agents accountable to the expectations for the role. It creates a clearer picture than giving feedback that is just based on calls that we may have listened to, but we do not have anything to show the agents themselves.

The tool enables easier management. It provides ease of use and uptime. The solution is available in the cloud.

Primarily, Five9 is a cloud based application. So there is no extra investment required from the consumer end and it is fairly easy and quick to setup.
Additionally, the technical support that they provide is top notch.

They are very patient, precise, knowledgeable, and always follow-up.

Five9 is extremely easy to manage and maintain. I solely handle the Five9 solution for our entire call center. It is that easy.