Five9

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, as they sometimes lose access without making significant changes to the admin console. While it's a tool that has helped us complete various tasks to contact our customers, it has also enabled us to replace Zoom Phone, as it makes it easier to assign new contact numbers to agents, whereas Zoom Phone only allows reusing existing numbers.

• it has also allowed us to replace Zoom Phone.
• it makes it easier to assign new contact numbers to agents, while Zoom Phone only allows reusing numbers.
• 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.

Zoom Phone, Gladly CX Platform and Amazon Connect

Amazon Connect, Gladly CX Platform, ServiceNow Now Platform

Great call center solution to keep dials moving along with a simple approach. There isn't much lag time in between calls kicking in to the next roll out and it is easy to disposition. I really like the features of 'chirp' in as it helps with training and helping reps close deals.

• Allows high volume days for beginner level reps that dont cost as much to employ.
• Simple KPI thoughts with this CRM: More calls= more sales.
• Enables me to jump in and assist people in closing sales.

RingCentral Contact Center

We are using for our member enrollment process.We get eligible members data from our marketing team and integrated with the Marketing cloud. After automation is complete, all these will be loaded as records in our Salesforce environment and syncs into Five9 dialer via List Sync Plus add on package from Five9. Our agents login to Salesforce and then open engage widget. With the progressive dialer from Five9 calls get automatically connected to our agents. Previously our agents used to make manual calls and able to complete only 30-40 calls per individual. But now every agent is completing almost 100 calls which has increased their productivity by 300%.

• We had a very great ROI as we had revenue increase due to more number of enrollments within a given period
• agent productivity increased by 300%
• very positive feedback for our engineering team from our business teams
• Agents reported a very seamless experience

Talkdesk

Salesforce Data Cloud, Paubox Email Suite, Copado

Our Five9 contact center is fully integrated with our CMR and used for both inbound and outbound call campaigns. In addition, we use digital channels for all email and SMS activity.

• Allows us to ensure all inbound calls are routed properly
• Allow us to ensure outbound calls are made timely
• Allows agents to stay in our CRM system with the phone built in

RingCentral Contact Center and Vonage Contact Center for Salesforce

Litify, Slack, Snagit

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.

• Flexibilty
• Intuity
• Scalable
• Just missing UC piece (negative)

Avaya Call Center Elite

Webex Contact Center, Avaya Call Center Elite, Genesys Cloud CX