FIVE9 CLOUD CONTACT CENTER

What is our primary use case? I am working with First American and have been doing so for two years. I have 2.5 years of experience using Five9 as a call-taking portal. It is used by customer service agents and clients to manage borrower calls. How has it helped my organization? As a Five9 agent, it is very helpful because I can refresh the station without having to entirely log out and restart the system when there is a call issue. It helps our call center to maintain productivity. What is most valuable? The most valuable features of Five9 include its disposition configurations and the ability to refresh the station to resolve issues without logging out. Furthermore, the ability to automatically populate borrower details when the call comes in using the Loan Pop feature enhances call efficiency dramatically. Overall, Five9 makes it easy to quickly contact clients by name instead of searching for phone numbers. What needs improvement? There are several audio issues that need attention. Whenever I disconnect a headset after connecting to the VDI, the station connection in Five9 disconnects automatically, requiring a VMware restart. Also, during logins, there are issues with station connections. This may lead to IP Protocol errors that require browser resets and other troubleshooting steps. For how long have I used the solution? I have 2.5 years of experience using the Five9 call-taking portal. What do I think about the stability of the solution? Five9 is stable as a platform. What do I think about the scalability of the solution? Five9 is scalable. How are customer service and support? The technical support for Five9 has been exemplary. I would rate them 10 out of 10. How would you rate customer service and support? Positive Which solution did I use previously and why did I switch? I previously worked with Avaya. In comparison, I prefer Five9 due to its comprehensive dashboard and feature set that allows for smooth call management. Avaya has fewer notifications and indications for call management. How was the initial setup? The initial setup is straightforward. It involves configuring the user's role, Federation ID, station ID, and providing them with login credentials. It takes around 10 to 15 minutes if all necessary user information is available. What other advice do I have? Five9 is a very useful application and I highly recommend it for call-taking. I would rate Five9 overall nine out of ten. Which deployment model are you using for this solution? Public Cloud If public cloud, private cloud, or hybrid cloud, which cloud provider do you use? Microsoft Azure Disclaimer: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.

What is our primary use case? We deploy Five9 for our customers who use it as a contact center solution. What is most valuable? The most valuable feature is the simplicity of making scripts within the contact center solution itself. Using the IVA (Intelligent Virtual Agent) has also helped with productivity and efficient routing through the system. It pre-fills variables from a form and routes to the correct agent, reducing handling times and increasing single-call resolution. What needs improvement? Five9 should improve its omnichannel feature, allowing partners to manage all tenants with a single account rather than needing multiple accounts for each customer. Additionally, the solution lacks versioning in scripting, making it crucial to manually back up scripts to prevent rollbacks from causing issues. For how long have I used the solution? I have been using Five9 for one and a half years. What was my experience with deployment of the solution? Accessing the accounts is very difficult, which is a major minus point for Five9 and needs to be addressed. What do I think about the stability of the solution? Customers using Five9 seem stable. However, during training and demos, resiliency tests failed, which was not ideal. This is a concern for stability. What do I think about the scalability of the solution? Five9 is not truly a multi-tenant system. It operates on different domains, with each customer getting their own. We face scaling issues, especially when trying to scale up bigger contact centers. How are customer service and support? I have only had introductory conversations with a few personnel. So far, I have not had much experience with customer support. How would you rate customer service and support? Positive Which solution did I use previously and why did I switch? I have used Cisco WebEx previously. I prefer Five9 because it is more intuitive and easier to accomplish tasks, especially compared to the work-in-progress status of WebEx CC. How was the initial setup? The initial deployment was difficult, primarily due to accessing accounts. However, once access is granted, maintaining and updating the system becomes seamless. What about the implementation team? We followed trainings and webinars from Five9. Initially, we shadowed them during implementations, and later, they shadowed us. Which other solutions did I evaluate? I have evaluated several other solutions, but specifically, Cisco WebEx has been my most recent experience. What other advice do I have? I recommend enhancing multi-tenancy features and implementing version control in scripting. I rate Five9 an eight out of ten overall. If public cloud, private cloud, or hybrid cloud, which cloud provider do you use? Other Disclaimer: My company has a business relationship with this vendor other than being a customer:Partner

What is our primary use case? I work for a system integrator company where we set up the Five9 system and products for customers. We are not only users of Five9 but also provide it to other clients. If a client needs the Five9 system, we deploy, configure, set up, and maintain it. What is most valuable? The system is easy to manage. End users do not need to provide much technical support. They just rent the necessary number of users, and that's it. End users don't need a dedicated IT person to manage the system as it is a serverless service. Five9 provides powerful CRM integration capabilities with platforms like Salesforce, Zendesk, and Oracle Service Cloud, making it highly valuable for large companies. Additionally, omnichannel capabilities, such as web chat and social media integration, offer a customized experience. What needs improvement? Five9 should provide free training resources for end users, including agents, supervisors, and admins. This is essential because admins handle complex issues. Improving training materials would benefit end users. What was my experience with deployment of the solution? The deployment is easy. End users do not need to worry too much. What do I think about the stability of the solution? Five9 provides steady service during the daytime with no problems, and only performs maintenance during after hours. How are customer service and support? The support quality is good. Five9 offers multiple support options, and usually, by calling the toll-free number, fast support can be obtained. How would you rate customer service and support? Positive Which solution did I use previously and why did I switch? We support many other cloud products like Five9, such as Genesys Cloud, Amazon Connect, and other smaller providers. How was the initial setup? The initial setup is easy. Setting up a basic call flow takes two or three days, while larger sets can take two or three weeks. What's my experience with pricing, setup cost, and licensing? Customers do not need to worry about hardware or software license costs. They just rent the specific resources they need, which reduces high costs from hardware, software licenses, and operating systems. What other advice do I have? There is no need for much maintenance work from the end user's side as most of it is handled by Five9 on the cloud. We focus more on ensuring the VPN, internet, and voice quality are good. I rate the overall Five9 solution a nine out of ten. Which deployment model are you using for this solution? Public Cloud If public cloud, private cloud, or hybrid cloud, which cloud provider do you use? Other Disclaimer: My company has a business relationship with this vendor other than being a customer:Reseller

What is our primary use case? We used Five9 in a call center for a bike delivery company. We transitioned to a new call center but opted to keep using the Five9 software we were familiar with from our previous provider. How has it helped my organization? The workflow automation is incredible for aggregating information and providing visibility into data and performance. The workflow automation helped us a lot because we could use different skills to get various people. Our programmer easily integrated the Five9 APIs into our custom dashboard, allowing for real-time data access. This was incredibly useful because we could create alerts based on Five9 data, something impossible with our previous tool. This provided us with immediate insights into issues, like high call volume, that would have gone unnoticed otherwise. Five9's strength lies in its reporting, ease of tracking, and ability to cater to both large and small businesses. Despite our company's size, Five9 offered the features and functionality we'd expect from a system used by major call centers, making it feel like we were playing in the big leagues. Five9's impact was immediate. Its automated workflow handling eliminated our inefficient, linear system where tasks had to be passed sequentially from agent to agent. Five9's ability to split and parse tasks automatically not only improved performance but also reduced costs, even though our previous system cost less. Five9 helped us reduce dropped calls, which was a major improvement. We used to have a 12-16 percent abandonment rate, and while other factors played a role, Five9's contribution was significant. Additionally, their "whisper" feature is a great training tool. It allows us to coach agents during live calls without the customer hearing, making it a valuable resource for onboarding new staff. The improved supervisor tools allowed for more efficient agent tracking, which in turn boosted productivity. This eliminated downtime and ensured agents were focused on their tasks. Five9 helped us improve our agents' ability to answer calls quickly. The targeted problem-solving capabilities improved our CSS and benefitted the entire business. The high-quality data from Five9's porting function allowed us to pinpoint issues and develop solutions based on that data. What is most valuable? The reporting is the most valuable feature in Five9. What needs improvement? Five9 outages have been a concern for us. While I'm unsure of the industry benchmark, we've experienced three or four incidents in the past year, which feels excessive. Ideally, we'd see a significant reduction in these disruptions. We lost business because of the outages. The technical support is inconsistent and has room for improvement. For how long have I used the solution? I have been using Five9 for two and a half years. What do I think about the stability of the solution? We experienced a service outage in September 2021. Since then, there have been a few isolated incidents in April, June, and July of 2023, but overall, Five9's performance has been good with no lagging issues. How are customer service and support? Five9's technical support is inconsistent. They responded quickly to system outages, but resolving a specific issue during our system switch to Five9 took days, despite it seemingly being their responsibility. However, for general inquiries about features or APIs, their email support seems responsive. How would you rate customer service and support? Neutral How was the initial setup? Five9's deployment was successful overall, despite some initial confusion from a few representatives. They efficiently handled the complex task of porting our number, even under our requirement for a secret deployment. Their clear explanations throughout the process contributed to a positive experience. The deployment took three weeks to complete and two people from our organization were involved. What's my experience with pricing, setup cost, and licensing? Five9's pricing wasn't quite as flexible as I'd hoped, but it ended up being reasonably priced overall. What other advice do I have? I would rate Five9 as eight out of ten. Five9 required some maintenance due to a daylight saving time issue. Automation didn't account for the time change, causing a temporary glitch that was quickly resolved. The reason for the automation's behavior is unclear, but it did not significantly impact the system. New Five9 users should carefully consider the features they need beforehand. We learned this the hard way after implementing Five9 twice. The first time, we didn't plan our features effectively, but the second time, we were well-prepared. While Five9 likely offers a comprehensive set of features, it's important to identify your specific needs to ensure they're included in your initial setup. I recommend Five9 for call centers of any size, but I'm unsure about its effectiveness for sales. While it might integrate with Salesforce and handle outbound calls, I haven't seen users leverage it that way. For sales software with strong outbound call features and Salesforce integration, there are more affordable and better options available. Disclaimer: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.

What is our primary use case? We are using it as the IVR system for our reservation and information center for all of our outlets in the United States and Canada. We use it to take reservations. We use a platform that they installed for us called SecurePay where guests can provide credit card information through the phone system to alleviate any PCI compliance issues that we may have had because we were taking credit cards ourselves. How has it helped my organization? I have had an amazing time with Five9. I have been with the company for almost 25 years, so I have cycled through multiple solutions. Five9 may have been our fourth provider since I have been here. The part that I liked about them is the ease of development. They have this amazing developer and engineer on their side by the name of Ramzi. He was amazing from the moment he began working with us. The ease of development for them for the IVR system itself was amazing, and then the follow-up, the calls, the check-ins, and everything else during the development process were amazing for me. After we went live, we have had very few issues. We have had a couple of issues where we had some downtime, but they were rectified quickly. We are satisfied with what we have seen. With our last provider, we did have some issues where we had more downtime than expected. It might not be long, but 15 to 20 minutes of any downtime could cause issues with us. The IVR has been very easy to use. In terms of its time to value, everything is a learning curve. We were fast, but because of COVID, we had to shut down our cell center. By the time we were starting to go live again with Five9, we were ramping up our center again. It was probably something that we started to enjoy more and more as we began to get more staffed up. Five9 has probably helped increase agent productivity. I do not have true numbers that I could tie to that, but overall, agent ratings, from the observations that we have done, have gone up. That is because of the fact that we have the ability to let agents listen to their phone calls, view what they are doing, and hear what guests are saying. We can definitely give them feedback on things that could make the process quicker for them, speak better with the guests, or get to the point more. Five9 has not helped to reduce dropped calls in our call center. Five9 has not helped our contact center improve its relevance to our organization. We just built the program to what we had prior. The enhancements have definitely helped, but I am not sure if it has improved the relevance. The relevance has always been there and stayed there. I have not seen any increase. Five9 has slightly improved our customer satisfaction score (CSAT). It could be because, with our last platform, it was a bit more challenging to go through the process. They might have seen some improvement in that. There is also improvement in the way we take credit card information. They feel there is more security in that without having to give us their information. That has definitely been an improvement for us from a guest standpoint. What is most valuable? 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. What needs improvement? The knowledge base of their support is not as strong as the IVR build. For how long have I used the solution? We went live with the system in January of 2023, but we have been working with them since August of 2022 in terms of developing what we were going to roll out. What do I think about the stability of the solution? We had issues at one point, but it had to do with an update that they were doing. I do not know what happened, but we were down for about a day and a half. It was due to some update they did where they transferred us to another server host or something like that. Other than that, we have not had any issues. I would still rate them very high. What do I think about the scalability of the solution? I have been happy with it. We have not had any issues. It has been easy, but IT can give more feedback on that one. How are customer service and support? There have been some situations where we have had to ask for help from their help desk. At times, I feel that their knowledge base is not the same that we received during the development process with the engineer where he knew from front to back how to deal with things. I had requested something as simple as bulk recording updates for all of our locations, and their support was telling me that they have to do that one by one. Imagine having 500 stores and updating two recordings for each store. It would be a thousand recordings. They were saying that they could not be bulk updated, which I found very hard to believe with this company because they have such a great history of being on the cutting edge of everything. Frustration was definitely there for me, and after pushing back on several different people, I finally got somebody who said, "Let me look into it. I think that we can do this." In the end, they were able to, but it was crazy to me that I was explaining to a support person what I was looking to do and how. Even going further, how do I currently load recordings into the platform? That was a very frustrating part to me, but it has gotten much better. Pros and cons are definitely there for every platform. I also want to give props to support because they have been amazing during the click-to-chat platform integration with us. We did not have time to do the training with Five9. We just ran out of time through the contracted time limit. When we went live with it, it was just me saying try this or try that, and the support was amazing. They took so much time with me to help me walk through processes. They helped to make sure that what I was going live with was something that not only our guests could use. It was also something our agents could execute properly in conversation with the guest. That was amazing. Overall, I would rate their support an 8 out of 10. How would you rate customer service and support? Positive Which solution did I use previously and why did I switch? We did not necessarily have problems with our last provider. They just did not have as much technology in their system as Five9 has. We were interested in the IVR platform. We were interested in click-to-chat and the platform for workforce management, recording calls, and screen recording with those calls. All these were technologies that we were interested in getting, but we did not have the availability with our last provider. We have completely switched to Five9. I am not sure if we have saved any money by switching to Five9. I do not deal with the accounting part of it. It is for our IT department. How was the initial setup? It is deployed in the cloud. Its initial deployment was extremely easy. Its maintenance is minimal. It is required if we want to update recordings, change hours of operations, or need to shut down during inclement weather days. What about the implementation team? We had a platform engineer who worked with us when we were deploying it. After the deployment, we have been utilizing their support more. We had about 4 people involved in its deployment, which included myself and some IT roles. What other advice do I have? I had an advantage when I went to a new platform because I had done this transition prior. I kept good notes, and I was able to provide a clear and concise picture of what I was expecting to get at the time of launch. In any call center, when you transition from one phone system to the other, you have to do that in a seamless way with no issues. Working with them, being prepared, and knowing what I wanted, what I currently had, and what they needed to be able to provide me on day one helped to deploy the product with zero issues. We had no issues at all. I would advise having all of your ducks in a row. We did not use the Agent Assist feature, which is an AI-powered software offered by Five9. We have used some of the Five9 WorkForce Optimization features but not at a scale where we use it on a daily basis. We are planning on looking into integrating it with CRM, but it is not something that we have done right now. We have recently launched the click-to-chat pro platform with Five9 and integrated that into our website. That is the most recent integration that we have had. I would rate Five9 a strong 9 out of 10. Disclaimer: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.

What is our primary use case? We are a contact center for a construction remodeling company using Five9 for all outbound and inbound calling as well as the controls and handles our cadencing and lead flows. It helps us determine which customers are ready to be called and provides us with reminders about staying on top of all of our leads. How has it helped my organization? We're operating in multiple locations or area codes. Five9 enables us to call from local numbers, so we're calling people from a number that they recognize, and it can handle that automatically. Five9 has reduced dropped calls by about 30 to 50 percent. It has improved agent productivity by allowing my team to do lots of things in other systems from within Five9. They don't need to dig into the back end of other platforms to make automations happen. The solution is essential to improving our contact center's relevance to the organization. It has improved our answer speed by making us more efficient. Their system pushes it to the next available team member, so we never wait for it to roll from one person to another. We've definitely reduced our speed to answer and speed to lead, with it prompting us to call someone when the data comes in. What is most valuable? 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 needs improvement? There are some minor issues with some of their filtering that I'd like them to handle on their back end. The only limitation I can think of is that I'm always looking backward and can't look forward. I can't see how many calls are scheduled for tomorrow based on our system. I can't see what will happen in the future. I can only see what's happened in the past. It would be helpful if they could adapt the system so that it's forward-looking, and we could see there are X number of scheduled callbacks tomorrow at a given hour because it could help with planning. We also do it with our appointments. We're trying to call people to confirm the day before, and Five9 cannot provide a solution to schedule calls the day before an appointment. It can only look at today or in the past. For how long have I used the solution? We have used Five9 for around two and a half years. What do I think about the stability of the solution? Five9 is mostly stable. There have been one or two minor issues with their platform, and they were resolved very quickly. What do I think about the scalability of the solution? I have not seen a limit to Five9's scalability. We've talked with them about where we plan to go, and it seems like they could grow with us all the way to a nationwide company with hundreds of locations. How are customer service and support? I rate Five9 support seven out of 10. They respond fairly promptly to most things. We're outside of their typical use case, so they often don't understand what I want to do with the system. However, in most cases, they've either helped me discover how to fix an issue or determine that something isn't possible. The support side of things has been fine, but we've had the normal customer service hiccups from time to time where someone would hand us off, the ball gets dropped, and we don't hear anything for a few weeks. That has never happened on any critical issues. How would you rate customer service and support? Neutral Which solution did I use previously and why did I switch? 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. How was the initial setup? The deployment was fairly complex, and there were issues here and there. We ran into things that Five9 couldn't do that the company promised it could. I was also attempting several things that were different from the standard use case. We were able to accomplish most of what we wanted. It took some technical skill to understand how to set it up properly because if someone didn't understand the technical side of things, they would ask Five9 to set it up. They consistently couldn't quite get what I was trying to accomplish, so I ended up having to do a lot myself. That's actually fine. I like to do it myself anyway because I can understand how to fix it if I learn how it works. Five9 doesn't require a lot of maintenance. Once it's configured, the solution is "set it and forget it" except for the occasional adjustments for holidays. Still, I can't help but tinker with it. I'm constantly adjusting what we're doing to see what works best. What about the implementation team? Five9 had one of their TSM people help me set it up. They did the basic grunt work and built out the structure. I fleshed out all the formulas and cadences from there. They helped ensure the bones were in place and gave me some training on how the pieces worked. I set up the rest. What was our ROI? The ROI is hard to measure, but Five9 has helped our company achieve explosive growth. We're about to turn four years old, and our construction remodeling company will surpass $15 million in annual revenue this year. That is a pretty amazing accomplishment in such a short amount of time. And we credit a lot of that to automation and the tools that Five9 enables us to use to stay on top of our leads. We can better leverage our marketing budget and schedule those appointments, increasing the return on our investment. It has been essential, but it's hard to quantify that in dollars. Still, I don't think we would have grown at the speed we've grown without Five9. What's my experience with pricing, setup cost, and licensing? Five9 is a little expensive because of our company's size. That said, it scales pretty well. The daily usage costs and monthly fees seem about right. It's not out of line with what we'd expect from other companies. However, they seem to have a one-size-fits-all implementation fee. Most of their clients have hundreds if not thousands of seats in the call centers, so $5,000 or $10,000 is not a huge cost. It would be nice if they had a sliding scale for smaller companies. What other advice do I have? I rate Five9 eight out of 10. Which deployment model are you using for this solution? Public Cloud Disclaimer: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.

What is our primary use case? We are a contact center for a construction remodeling company using Five9 for all outbound and inbound calling as well as the controls and handles our cadencing and lead flows. It helps us determine which customers are ready to be called and provides us with reminders about staying on top of all of our leads. How has it helped my organization? We're operating in multiple locations or area codes. Five9 enables us to call from local numbers, so we're calling people from a number that they recognize, and it can handle that automatically. Five9 has reduced drop calls by about 30 to 50 percent. It has improved agent productivity by allowing my team to do lots of things in other systems from within Five9. They don't need to dig into the back end of other platforms to make automations happen. The solution is essential to improving our contact center's relevance to the organization. It has improved our answer speed by making us more efficient. Their system pushes it to the next available team member, so we never wait for it to roll from one person to another. We've definitely reduced our speed to answer and speed to lead, with it prompting us to call someone when the data comes in. What is most valuable? 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 needs improvement? There are some minor issues with some of their filtering that I'd like them to handle on their back end. The only limitation I can think of is that I'm always looking backward and can't look forward. I can't see how many calls are scheduled for tomorrow based on our system. I can't see what will happen in the future. I can only see what's happened in the past. It would be helpful if they could adapt the system so that it's forward-looking, and we could see there are X number of scheduled callbacks tomorrow at a given hour because it could help with planning. We also do it with our appointments. We're trying to call people to confirm the day before, and Five9 cannot provide a solution to schedule calls the day before an appointment. It can only look at today or in the past. For how long have I used the solution? We have used Five9 for around two and a half years. What do I think about the stability of the solution? Five9 is mostly stable. There have been one or two minor issues with their platform, and they were resolved very quickly. What do I think about the scalability of the solution? I have not seen a limit to Five9's scalability. We've talked with them about where we plan to go, and it seems like they could grow with us all the way to a nationwide company with hundreds of locations. How are customer service and support? I rate Five9 support seven out of 10. They respond fairly promptly to most things. We're outside of their typical use case, so they often don't understand what I want to do with the system. However, in most cases, they've either helped me discover how to fix an issue or determine that something isn't possible. The support side of things has been fine, but we've had the normal customer service hiccups from time to time where someone would hand us off, the ball gets dropped, and we don't hear anything for a few weeks. That has never happened on any critical issues. How would you rate customer service and support? Neutral Which solution did I use previously and why did I switch? 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. How was the initial setup? The deployment was fairly complex, and there were issues here and there. We ran into things that Five9 couldn't do that the company promised it could. I was also attempting several things that were different from the standard use case. We were able to accomplish most of what we wanted. It took some technical skill to understand how to set it up properly because if someone didn't understand the technical side of things, they would ask Five9 to set it up. They consistently couldn't quite get what I was trying to accomplish, so I ended up having to do a lot myself. That's actually fine. I like to do it myself anyway because I can understand how to fix it if I learn how it works. Five9 doesn't require a lot of maintenance. Once it's configured, the solution is "set it and forget it" except for the occasional adjustments for holidays. Still, I can't help but tinker with it. I'm constantly adjusting what we're doing to see what works best. What about the implementation team? Five9 had one of their TSM people help me set it up. They did the basic grunt work and built out the structure. I fleshed out all the formulas and cadences from there. They helped ensure the bones were in place and gave me some training on how the pieces worked. I set up the rest. What was our ROI? The ROI is hard to measure, but Five9 has helped our company achieve explosive growth. We're about to turn four years old, and our construction remodeling company will surpass $15 million in annual revenue this year. That is a pretty amazing accomplishment in such a short amount of time. And we credit a lot of that to automation and the tools that Five9 enables us to use to stay on top of our leads. We can better leverage our marketing budget and schedule those appointments, increasing the return on our investment. It has been essential, but it's hard to quantify that in dollars. Still, I don't think we would have grown at the speed we've grown without Five9. What's my experience with pricing, setup cost, and licensing? Five9 is a little expensive because of our company's size. That said, it scales pretty well. The daily usage costs and monthly fees seem about right. It's not out of line with what we'd expect from other companies. However, they seem to have a one-size-fits-all implementation fee. Most of their clients have hundreds if not thousands of seats in the call centers, so $5,000 or $10,000 is not a huge cost. It would be nice if they had a sliding scale for smaller companies. What other advice do I have? I rate Five9 eight out of 10. Which deployment model are you using for this solution? Public Cloud Disclaimer: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.

What is our primary use case? We use Five9 for customer service with calls, chats, and emails. How has it helped my organization? We're using agent assist on our phones to some degree to help save time by answering the common questions our customers may have. We use the workflow automation for quality assurance purposes. Five9's omnichannel ability to offer a more customized experience on the customer's channel of choice is beneficial. We've been using it, and we've liked it so far. We're getting what we're looking for, which is a single platform that integrates the three platforms we were previously using. It has helped us reduce the number of dropped calls in our call center. They provide feedback on what works and doesn't work in our environment. Five9 has helped increase our speed in answering calls and has helped us become more connected to our customer service. What is most valuable? 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. What needs improvement? Integration with third-party solutions can be difficult and has room for improvement. For how long have I used the solution? I have been using Five9 for two years. What do I think about the stability of the solution? I would rate the stability of Five9 as six out of ten. What do I think about the scalability of the solution? I would rate the scalability of Five9 as five out of ten. How are customer service and support? The technical support is consistent. How would you rate customer service and support? Neutral Which solution did I use previously and why did I switch? We previously used Cisco but Five9 accommodates our current platform better. How was the initial setup? The initial deployment started off complex. What about the implementation team? We had the help of a consultant for the implementation. What other advice do I have? I would give Five9 seven out of ten. We needed Five9 as a company, so we were trying to figure out how to set it up and what our company could use it for. We also had to read through all the web tips to understand what we needed to change in order to use the system properly. There were a lot of things we had to fix from the start, both on our IT side and on Five9's side. An individual had to learn how to use the Intelligent Virtual Agent before they could use the system effectively. Even though they helped us and taught us everything they could, we still needed to learn some information on our own in order to fully understand the system. For example, I needed to learn how to generate reports, so I had to read up on that on my own. This is the soft part of the system, which is good. Maintenance is required. Disclaimer: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.