Five9 Intelligent Virtual Agent is a playground for data driven managers
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
Likelihood to Recommend
We've used a different dialer before which didn't had proper recording where we have to cross referrence date and time. With Five9 Intelligent Virtual Agent, we can referrence phone numbers and integration with salesforce. This allowed us to quickly pull out call information or accounts details when doing calibration. This also helps greatly with reporting as we can see how frequent a caller calls our support line.
