Item: Five9
Rating: 10
Author: Revanth Thokachichu

Overall Satisfaction with Five9

Use Cases and Deployment Scope

We are using for our member enrollment process.We get eligible members data from our marketing team and integrated with the Marketing cloud. After automation is complete, all these will be loaded as records in our Salesforce environment and syncs into Five9 dialer via List Sync Plus add on package from Five9. Our agents login to Salesforce and then open engage widget. With the progressive dialer from Five9 calls get automatically connected to our agents. Previously our agents used to make manual calls and able to complete only 30-40 calls per individual. But now every agent is completing almost 100 calls which has increased their productivity by 300%.

Pros and Cons

Pros

Progressive dialing
screen pop up in Salesforce when the call is connected
List sync plus package for syncing records into Five9 Dialer
Logging tasks in Salesforce for every call.
Very easy to disposition a connected call

Cons

The Five9 VCC User Interface can be improved a lot
recently they improved their reporting interface. Still lot of scope for improvement in UI here too
Can improve capabilities around prioritization and automations that can be done with Salesforce.

Return on Investment

We had a very great ROI as we had revenue increase due to more number of enrollments within a given period
agent productivity increased by 300%
very positive feedback for our engineering team from our business teams
Agents reported a very seamless experience

Usability

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.

Alternatives Considered

Talkdesk

As we have Salesforce for our agent's member support platform, Five9 has a very good integration with Salesforce compared to Talkdesk. With the iVR customization for our order placement and scripting for agents, we preferred Five9 over Talkdesk.
Also, for our enrollments, outbound calling is a very big part of our business strategy and this is a very big edge over Talkdesk.

Key Insights

Do you think Five9 delivers good value for the price?

Yes

Are you happy with Five9's feature set?

Yes

Did Five9 live up to sales and marketing promises?

Yes

Did implementation of Five9 go as expected?

Yes

Would you buy Five9 again?

Yes

Other Software Used

Salesforce Data Cloud, Paubox Email Suite, Copado

Likelihood to Recommend

very well suited for large number of enrollments, registrations by insurance companies. Also we recently implemented it for automating a order placement.

Maybe not very well suited for live agent chat experience as there are limitations on texting, laggy performance in this area. I think its also hard to incorporate a payment system within the five9- Salesforce automation.

Five9 Feature Ratings

Comments

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Five9 powerful tool for enrollments

Software Version

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