We re-sell Five9 to our customers and partner as a fully CCaaS solution to better assist in their customer journey. The key business challenge Five9 assist in is where you can have a RoI withough disrupting th existing UC or UCaaS solution in place and adding an extra layer but in the cloud.

Pros

Intuity
Customer Experience
Interoperobility
scalability

Cons

Add UCaaS to the portfolio
More Seamless CRM integration
hybrid model

Likelihood to Recommend

Five9 Contact Center solution is a perfect fit for a customer that is looking to add a cloud based CX solution that will complement its existing Unified Communications or UCaaS system withough disruption. This allows for a flexile system that will (scale) on demand with changes in existing CX environemnt.

Verified User

Engineer in Sales (Telecommunications company, 10,001+ employees)

Vetted Review

Reseller

7 years of experience

Five9 review

Rating: 9 out of 10

Incentivized

June 10, 2024

Use Cases and Deployment Scope

We had a homebrew ACD system that was very buggy, and many functions did not work. So we implemented Five9 ACD system and it solved many of our issues. We were able to leverage Five9 ACD to setup an IVR that allowed customers to do self-service and leveraged Agent Assist and AI insights to streamline operations for Care agents in generating case notes and analyze effectiveness and efficiency of our Care agents.

Pros

IVR
Agent Assist
AI Insights

Cons

Omnichannel Configurations
Chat widget
Email configurations

Likelihood to Recommend

Very robust ACD system including AI reporting. Might not be the best for centers primarily using email or chat.

Verified User

Director in Sales (Telecommunications company, 201-500 employees)

Vetted Review

8 years of experience

Five9 is a great overall solution for quick deployments

Rating: 8 out of 10

Incentivized

March 3, 2020

Use Cases and Deployment Scope

Five9 has provided a quick deployment and simple commercial model to plan and execute with support, assistance, and experience.

Pros

Easy deployment.
It's web-based.
It's flexible.

Cons

It's not good with local contingencies.
No local service.

Likelihood to Recommend

A great solution, with great potential that needs some work on compliance for the regular users and requirements on information from the "legacy metrics", that could be more flexible to get less impact from the operational perspective.

Verified User

Manager in Sales (Telecommunications company, 201-500 employees)

Vetted Review

1 year of experience

Five9 - A Partner Not Just a Vendor

Rating: 10 out of 10

Incentivized

February 22, 2019

Use Cases and Deployment Scope

We utilize the Five9 dialer for all of our call center needs. It is by far the easiest to install, train on, and use by any agent. We are a third party outsource center and we can manipulate the dialer to meet any project service level and reporting needs. We are 100% virtual and rarely do our agents have any technical issues that cannot be immediately resolved. In five years we have only ever had one issue with downtime, and that only lasted 30 minutes until we were rerouted to another hub and were back up. We also have quarterly meetings with Five9 engineers who assist us in utilizing all of Five9's enhancements to the fullest. I wouldn't have or even entertain using another dialer.

Pros

Training for new agents - quick and easy
Allows you to reach maximum outbound dialing which increases responses
Allows project prioritization so each call plan is unique

Cons

The only negative is you cannot do remote monitoring. You have to do monitoring with clients.

Likelihood to Recommend

Any call center would benefit using Five9. Ease of training new staff alone is a huge win.

Sally Emch

President in Customer Service at Crestwood Management (Telecommunications, 51-200 employees)

Vetted Review

5 years of experience

View profile

Loading Reviews List....