Five9 vs. Mattersight Predictive Behavioral Routing (discontinued)

Five9 is suited for both large-scale and small-scale companies. If your company deals with marketing more than the technical aspect, Five9 gives a mode of communication and getting in touch with our customer or client in the most reliable way rather than setting physical meetings. In the covid period, Five9 has made it easier to work on calls.

Mattersight Predictive Behavioral Routing (PBR) would be very well suited for larger call/contact center environments. The overall benefit grows when there are many agents that handle similar call types. Additionally, the PBR database continues to grow. However, depending on the organization, getting the most of the benefits from the system requires the database to have phone numbers that are likely to call in to the center. Therefore, it would be beneficial for them to collect the calls that are being received so the phone numbers of future calls are in the database.

Incentivized

• Easy dialing and call logging. The process of starting or answering a call, then logging a call disposition with its notes, is simple and easy.
• Voicemail drops. You can pre-record voicemails to leave for customers without needing to speak the voicemail content each time. This is a huge timesaver for our reps.
• You can customize the call dispositions / call labels to match what's used in your CRM.

Incentivized

• Routes callers to agents who have best fit for their personality (thereby increasing revenue and revenue retained).
• Contains governors to minimize the impact on agents and customers during busy periods.
• Ease of integration into our existing infrastructure.
• Sales/support teams from Mattersight are fantastic.

Incentivized

• Java based desktop application is a pain to keep updated.
• The user interface for the agent desktop application is clunky and outdated. It could use a facelift.
• The help center for documentation isn't well organized and the documentation needs substantial editing.

Incentivized

• ISG could use more in depth reporting that is available on demand.

Robust product, great reliability and support.

Incentivized

We just have too many issues with it, from it not working, to dropping calls, to not logging calls. Recently we have had issues with it dropping calls in the middle of the call. It can be very frustrating for our clients

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

The sales team was knowledgeable; easy to work with; their list of clients was impressive, and the cost was right. The free trial was essential to us testing the product.

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

• Positive ROI
• Still assessing customer satisfaction
• Still assessing employee satisfaction