Five9 Agent Assist vs. PhoneBurner

At the moment, I think it's the best one out there. It's also integrated with our system well. We have Five9 for our dialer that's already connected through Salesforce so having Five9 Agent Assist is a huge plus compared to getting another AI overview. It's also good with providing summary and providing suggestions.

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I like that you can dial out so many leads and double the efficiency of the agent. The only thing that bothers me is sometimes, system down issue.

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• transcripting
• guidance for next best actions
• summarizing the previous agent’s call transcription

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• PhoneBurner connects to Hubspot so that my team doesn't have to go back and forth.
• The amount of time it takes to get through a list of calls has almost been cut in half.
• The opportunity to do leave a voicemail without having to leave it on each call is a huge time saver.

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• There are cases where it's recommending an old article or knowledgebase
• too many options being recommended reducing confidence on or providing confusion
• not providing links to allow agents to double check or verify the information

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• Could be a little better on the pricing.
• Could offer a better central administrative function.
• Could provide more updates to the app.

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previosuly some required tasks are missed by the agents. But once we implemented this, we are making sure agents are completing all of them. We are also able to send nudges as well and show them all related helpful knowlede center articles to guide them in the conversation. Based on the words and questions they are asking,we are showing the relatedarticles which is a game changer for us

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PhoneBurner as I said before, has an excellent graphical interface, super friendly, with menus that the user can easily find and program the calls. The layout is good, fast, and has little delay and errors. I really like the tool and from the beginning, I had no difficulty with the usability.

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Every interaction I have had with any member of their support team has been pleasant. Issues are quickly addressed and their response time is excellent through the chat service.

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Gong AI tends to providing a vague summary of the call and can also mistake what the concern is. So far, Five9 Agent Assist is more accurate on analyzing what happened on the call and what the next step is.

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We selected PhoneBurner because it is very easy to integrate with Zoho CRM and if you have a silver plan, you can do a lot such as Sending SMS and unlimited calling, you can also record and drop voicemail, timezone calling is automatic. It is a good dialer to use if you are part of sales.

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• we gor high ROI, as our resolution time went down. So many cases are being resolved so quick now.
• we got good customer satisfaction reviews too

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• [I believe] it has cost me a fortune in wasted time trying to make the Hubspot integration [work] (to no avail).
• [I believe] if the Hubspot integration actually worked, we would probably get decent ROI from the speedier calling.

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A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info