Five9 vs. IBM watsonx Code Assistant Portfolio

We use Five9 as a tool to make and receive calls from various departments such as Customer Service, Underwriting, Claims, and others. It's a tool that has helped us complete various tasks to contact our customers. It has also allowed us to replace Zoom Phone, as it makes it easier to assign new contact numbers to agents, while Zoom Phone only allows reusing numbers. It's a good tool with an easy-to-use interface for new users.

Incentivized

I would recommend for understanding your Mainframe components not for the GenAI piece involved from just my experience. The explanations were not up to the quality we wanted but its deterministic side provided a lot of value for different members of my team. The visuals would be great. I am not sure where it currently stands

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.

• It can automatically revamp specific parts of the COBOL code and very useful when we want to maintain the existing codebase but improve its structure. I can highlight a block of COBOL code and use Watsonx Assistant to suggest ways to simplify and optimize it.
• Legacy codes, mostly written in COBOL, are cryptic and difficult to understand. Watsonx Assistant analyzes the code and provides insights into its functionalities and dependencies. A great help when working on older applications where understanding the codebase is crucial.
• A step-by-step approach to modernize our applications slowly and steadily, so that we can control the process better. I don't have to change everything at once. Instead, I can focus on specific COBOL modules and automatically convert them to Java.

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

• IDE integration is not always optimal
• I wish it could it could generate the code of an entire WEB site based on user specifications
• I with there was a functionality to generate code based on design documents such as Sequence Diagrams, Database Architecture etc.

Incentivized

Robust product, great reliability and support.

Incentivized

overall usability is very great. User friendly interface for agents within the Salesforce with the engage button. Easy to go offline and online. Very good Integrations with Salesforce helps lot of clients that implemented Salesforce. As it is cloud based, agents can access it from anywhere. While the agent experience is goof, as a technical person it is hard to manage with the Five9 VCC and also the reporting User Interface is bad and slow when there are large amount of records.

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

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

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

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

Security is very important in the mainframe world. At Watsonx, we work in the trusted Z environment, which has strong security rules, stricter than those of other cloud-based solutions. My domain is primarily mainframe modernization and Watsonx Code Assistant for Z is specifically used to understand and work with COBOL, the language used majorly in mainframe environments, not any general-purpose language that used in various platforms. It understands the nuances of COBOL and Assembler specific to the Z environment, something crucial for my work.

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

• 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

• While manual review and adjustments are still needed, it's a 50-70% reduction in manual coding. Think about it - a project estimated to take a year is done in 4-6 months.
• We've been able to introduce new features and improvements more quickly by updating our technology faster. One relevant example is we recently released an important update to our main product 45 days earlier than planned.
• It has been a smart move and it's really paid off for our company. We've cut down a lot of time we used to spend doing things manually. We now spend our resources more wisely, work faster and finish projects sooner and as a result, we've reduced our development costs by 25%.

Incentivized