bluecap™ AI Meeting Assistant vs. Five9

Very useful in classic business meetings where information is supposedly shared and where action items are supposedly agreed upon for further action. The technology can identify participation and nonparticipation in meetings which can point to areas where further analysis might be warranted. I found it useful in a recent not-for-profit board meeting where the meeting minutes were created and action item created within an hour of the close of the meeting. This saved lots of time and allowed the participants to focus on what was being said.

very well suited for large number of enrollments, registrations by insurance companies. Also we recently implemented it for automating a order placement. Maybe not very well suited for live agent chat experience as there are limitations on texting, laggy performance in this area. I think its also hard to incorporate a payment system within the five9- Salesforce automation.

Incentivized

• Automatically creates excellent transcripts
• Provide a meeting summary
• Detail action steps

• Inbound and outbound calls it process is so well.
• The service is so good and they give very efficient support in customer need.
• The calls we can do in Five9 include incoming, outgoing, voicemails and we can also send a note to a specific person. It's a very reliable mode of communication.

• It could be easier to use.
• The training could be more extensive.
• It would be good to have more communication with the team at Bluecap.

Incentivized

• Text. Texting is incredibly difficult on Five9. We've had issues with only some texts logging to Salesforce, issues with threading of text conversations, and issues with having Salesforce contact information appear on the text widget (knowing who you are texting, not just their phone number).
• The interface to "pause" is challenging. There are not good reminders to our reps to remember to pause or log out of Five9. If you forget to log out, this can affect stats about who worked the longest hours that day - and it's hard to know who actually was active on the phones.
• Inbound voicemails are too-easily hidden. It's challenging for a lot of our reps to remember to check their inbound voicemails because it is hard to access them in the Five9 widget.

Incentivized

Robust product, great reliability and support.

Incentivized

I wish it was a 10. For the sake of a call center, it allows me to keep it simple for newer sales reps and just focus on basic KPI's. This is not an advanced CRM used for digital approaches. It is strictly a churn and burn call center CRM for me. It is a dialer.

Incentivized

We have had minimal downtime due to system outages since it was implemented.

Incentivized

The system's performance is great. Page loads quickly. Reports are generated quickly and sent to our email or FTP. The integration did not impact the performance of our other applications. We have not seen any drop in the performance of either applications since we performed the integration.

Incentivized

Five9's Customer Support team is also based in Manila Philippines, thus turnaround email response times for our reported issues are great for our requirements. Their CS agents also facilitate mobile calls to followup on outstanding issues and operate on a 24/7 schedule. We've also had experience working with the senior tech agents to investigate recurring issues to completion.

Incentivized

I took the certification course for administrator and also received some tips while working with the developer during implementation. The UI was very intuitive, so I was able to figure out how things worked when I configured the users, skills, campaigns, IVR scripts. I worked with the Five9 AI team to beta test Agent Assist.

Incentivized

The implementation team that was assigned to us was great. The project manager was very helpful and managed the timeline very efficiently. The developer was very helpful and provided insights while helping us configure the system.

Incentivized

I prefer the online assistant but I’ve used Bluecap versus other similar products. It is more straightforward, definitely more accurate and it has a better reporting and visualization function. Bluecap is one of the leaders within this cluttered market, and I only expect it to become more sophisticated and more efficient, and valuable for small, medium, or large companies in the future. It is a good standard-bearer and a system that I am happy to use and recommend.

Incentivized

We use Five9 as a tool to make and receive calls from various departments such as Customer Care, Underwriting, Claims, and others. These departments have experienced issues primarily from supervisor consoles because they sometimes lose access without making significant changes to the admin console. Although it's a tool that has helped us complete various tasks to contact our customers, it has also allowed us to replace Zoom Phone, as it makes it easier to assign new contact numbers to agents, while Zoom Phone only allows reusing numbers.

A good tool with an easy interface for new users.

They need a more minimalist look.

They need to improve the supervisor console because it's very basic.

New agents aren't receiving calls from previous agents because they don't reuse numbers.

The user group license is cheaper than the Zoom Phone license, which allows for a better ROI.

Incentivized

It was very easy to add additional licenses. Once we placed the order, it was activated the following day. Since it's web-based, it's very quick to deploy across multiple sites.

Incentivized

• Definitely makes us more efficient.
• Increased ROI.
• Helped us retain clients.

Incentivized

• ROI was not as anticipated due to lacking reporting functionality - Negative
• Allowed us to develop a geographically dispersed call center workforce in response to the pandemic - Positive
• Provided true omnichannel capability that we lacked in the past (Voice/Voicemail/Chat). Positive
• CRM integration (with Salesforce) was not as expected. Negative
• Bang for the Buck just was not where it needed to be. High cost solution. Negative.

Incentivized