Avaya Infinity™ vs. Five9

The Avaya Infinity™ is well suited to allow remote working for call center agents. Staff can log in and work from anywhere using Chrome and their user credentials. The technical issues and lack of some features have caused some frustration for our staff and made it difficult to get buy-in for this product across all call center groups. This is difficult because a solution like this is intended to make their work more efficient as opposed to causing frustration.

Incentivized

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

• The app and the ability to use the "office" phone while on the road.
• There's an easy implementation and training process to get everyone on board quickly.
• Flexibility of transferring calls to different mediums - I can switch a phone call to a conference or patch in other parties with ease.

Incentivized

• 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.

• One are for improvement for Avaya is the ability to operate behind the VPN. For the virtual employee, this is an issue as we are unable to use it behind the VPN and it must be launched from the remote desktop.
• The color scheme could definitely use some updating. The charcoal gray background of Avaya's windows, coupled with the black font is not very contrasting. I have used Avaya for years and would love to see an update as to its color scheme to better fit the virtual employee.
• Avaya could also improve the way an employee moves within the program by titling the icons seen or expanding the Avaya window to allow for a better understanding of what each con does. For example, the Work History window would go unnoticed, had I not been playing with the software one day. These little items are unknown to many professionals in my industry as they sit in the window with no explanation.

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

I am really not the decision maker on this subject but given the cost of the investment in Avaya, I do not see the company not renewing the use of Avaya. The new licensing model no longer requires expensive upgrades to stay current with new features added to the system and really helps with the cost of investment.

Incentivized

Robust product, great reliability and support.

Incentivized

Avaya has versatility in calling, receiving, and configuring. Being able to have notion of location, exchange of messages. we could see supplier information and configure it to our liking. as it is practicality for configuration and manual handling. Interactive and easy to learn screen. Being able to generate call reports for analysis of service in others

Incentivized

The Five9 solution is very easy to use and for a very dynamic Contact Center environment, the scalability and flexiblity is untouched. Can we brought into a environment and be up and running in not time as with the power of cloud technologies. Minimal training is needed to onboard new agent.

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

I give it this rating because the support services of Avaya have proven to be reliable when needed. Great feedback for our queries has always been received from the support agents. 24/7 availability of support, which is very essential as our Call Center department also functions this way, therefore, the knowledge and technical support we require is always available to us.

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

No, everything was implemented by Avaya Support

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

Switched from Polycom to Avaya, although polycom worked well there were too many reoccuring connectivity issues and the turn around time for solving them was also too long. Avaya has fewer connectivity problems and their support is much better too. Pricing wise they were similar so we didn't have much to lose.

Incentivized

Initially selected Five9 but have since switched to RingCentral which has given us what we needed. Better CRM integration, simpler and in my opinion more robust reporting capabilities and the same omnichannel solution at a fraction of the cost

Incentivized

We do annual renewals and it's concurrent licensing which is great.

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

Five9 Professional Services team is very knowledgeable and efficient. I worked with them during implementation and during beta testing for Five9 Agent Assist and Ai Insights.

Incentivized

• It does what we need it to do, so we don't heavily invest in this technology but rather into the manufacturing end of our business.
• We believe we have more than achieved the return on our investment for the Avaya phone system and associated equipment.

Incentivized

• Cost savings: Five9 replaced a premise-based outbound dialer and a different virtual call center solution for inbound.
• Cost savings: Five9's voice over IP is less expensive than the land lines we were using.
• Cost savings: Five9 requires significantly less management than our previous solutions.

Incentivized