Five9 Intelligent Virtual Agent vs. IBM watsonx Orchestrate

It works great in the pre-qualify area

Incentivized

Watson Orchestrate is a fantastic tool for low code and no code automation with many out-of-the-box integrations, a nice visual interface to prepare skills to flow, and a modular approach to "building" workflows. The conversion to code-based applications required to move to production is not equivalent to the graphical user interface. Some more difficult steps in skills flows need code to execute at scale.

Incentivized

• pre qualify processing
• real time analytics
• scores calls quality

Incentivized

• CRM updates and lead management.
• Reminders for tasks and automation of sequenced skills.
• Approval and confirmation workflows.

Incentivized

• more training would be good
• documentation and case study materia;

Incentivized

• User experience in custom skills could be simplified.
• APIs are great... but form/website-based form interaction could be improved (as other similar products have.
• Training and documentation are delivered for 101 getting started, and when you need deeper technical understanding, documentation could be improved.

Incentivized

It does an excellent cost-effective job

Incentivized

Make has more community of workflows to follow that have been redeveloped and are available for download. Selecting WxO is based on our trust level with IBM and the propositions of the Granite model being less biased, more business trained, and the ecosystem allowing for expansion with Assistant and Discovery.

Incentivized

• pre qualify process is big
• real time analytics are great

Incentivized

• As a very small team WxO give us more time back and handles manual tasks.
• WxO helps us reduce manual errors (and the time it takes to find and resolve.)
• WxO, as a task scheduler and reminder system, helps us not forget certain key events with time-dependent requirements.

Incentivized