Five9 vs. Wingman (legacy product)

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.

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Wingman would be well suited for any organisation with more than 5+ reps in their sales team. Recording all the demo calls will create a playbook which will help the reps learn from each other and also to ramp up new reps with how to conduct the demo and discovery calls

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• 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.

• Filtering calls by keywords - saves you time so that you don't have to listen to entire calls.
• Creating game tapes - so that you can easily onboard new team members.
• Great support team (love for Sushma).
• Much cheaper than competitors.

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• 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.

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• Searching for specific calls (you can scroll through the list, but that takes time)
• The dashboard isn't as user friendly as it could be, but a seasoned user can navigate it just fine
• The AI-driven insights aren't always accurate but are still very useful nonetheless

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Robust product, great reliability and support.

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I think Wingman is one of the best software in their segment. Very few companies are cost-effective and offer similar solutions.

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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.

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Super user friendly tool! There are some features that I think might be improved over time, like navigation assistance or tutorials, and quick tips, like how to ensure calls always get recorded, how to add Wingman to calls last-minute, or how to use their playlist feature Game Tapes, but those are nice to haves, not need to haves.

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We have had minimal downtime due to system outages since it was implemented.

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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.

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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.

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Wingman is always quick and thorough with their support and often offer to proactively connect on Zoom. I love that.

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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.

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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.

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I wasn't directly involved but no news is good news in our organization for topics like this!

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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

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Gong is expensive but it has a lot better AI/Intelligence feature compared to Wingman. Wingman definitely does the job, is cheap, and also support is pretty amazing and I personally like Shruti a lot in terms of what she is doing in this space. Also, Wingman is in an Indian company.

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

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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.

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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.

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• 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.

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• Training of new Sales representatives has gone from 1 month to 2 weeks using Wingman as part of the training tools.
• The transcripts have also helped us to decrease the number of disputes "Lost" on Stripe, by providing evidence needed to win the case.

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