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Five9 Intelligent Virtual Agent

Score9 out of 10

10 Reviews and Ratings

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What is Five9 Intelligent Virtual Agent?

Five9 Intelligent Virtual Agent, based on Inference Studio which was developed by Inference Solutions and acquired by Five9 October 2020, is a web based visual tool that enables users to build AI-Powered Intelligent Virtual Agents to help businesses of all sizes automate their customer care workloads.

Categories & Use Cases

Reviews

What users are saying about Five9 Intelligent Virtual Agent.
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Five9 Intelligent Virtual Agent is a playground for data driven managers

Incentivized
Jayson CadanoView profile
In-Country Manager in Customer Service at MedPro Disposal (51-200 employees employees)

Use Cases and Deployment Scope

Five9 Intelligent Virtual Agent is our main dialer in the company. We use it for multiple departments addressing clients' complaints and feedback. It has resolved issues with recording and queue management. The reporting is very flexible allowing us to drill down to the all details that matters. It also allow us to track recordings for inbound and outbound.

Pros

  • Recording
  • Queue Management
  • Reporting
  • Insights

Cons

  • Onboarding
  • Trigger Notification
  • Automation

Return on Investment

  • increase in ROI
  • increase in Client Satisfaction
  • increase in Productivity

Usability

Alternatives Considered

NetFortris (discontinued)

Other Software Used

Salesforce CMS, Striven, Microsoft Teams

Five9 it

Incentivized
steven mikutel
Information Technology Auditor in Information Technology at Medicareinsurance.com (201-500 employees employees)

Use Cases and Deployment Scope

Aids with the identification, qualifying process and customer need assessment. While creating a great handoff between channels and calling campaigns. Generally very good

Pros

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

Cons

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

Most Important Features

  • seemless interface
  • quality
  • cost effectiuve

Return on Investment

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

Alternatives Considered

Five9

Other Software Used

Five9, AgencyBloc, All Digital Rewards