Item: Five9 Intelligent Virtual Agent
Rating: 8
Author: Jayson Cadano

Overall Satisfaction with Five9 Intelligent Virtual Agent

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 and Cons

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

Very user friendly as an agent but can be a bit over whelming when you're admin. It's best to have a visual guide or if the onboarding is much smoother guiding the admin depending on their use case.

Alternatives Considered

NetFortris (discontinued)

Way better. Just the recording, reports and the useability.

Key Insights

Do you think Five9 Intelligent Virtual Agent delivers good value for the price?

Yes

Are you happy with Five9 Intelligent Virtual Agent's feature set?

Yes

Did Five9 Intelligent Virtual Agent live up to sales and marketing promises?

Yes

Did implementation of Five9 Intelligent Virtual Agent go as expected?

Yes

Would you buy Five9 Intelligent Virtual Agent again?

Yes

Other Software Used

Salesforce CMS, Striven, Microsoft Teams

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.

Comments

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