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Five9 in the contact center
February 13, 2017

Five9 in the contact center

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Five9 Virtual Contact Center

We use Five9 as our primary voice solution in customer service. The primary benefit we gain from its offering is its relatively seamless integration with Zendesk, which serves as our de facto CRM for customer communication. This allows us to cross-reference inbound calls against previous contact history, often allowing us to serve customers remarkably quicker. Customers' expectations have heightened in the data age to the point that they expect us to have access to all of their conversations, regardless of channel.
  • Very strong integration with Zendesk, which serves our reporting and NPS purposes.
  • Multiple platforms available, making it easy for us to align on a best practice as an org, but also to provide additional options for associates to download when necessary.
  • Fluid back-end reporting that allows leadership to automate insights.
  • Account managers provide strong relationship building, but their direct customer support is overly reliant on phone technology to communicate. Often challenging to contact them through other preferred channels, e.g. email.
  • Most products are reliant on Javascript, which adds a challenge to get everyone on our CS team equipped and updated with the latest version. That requires discipline on our part that we would prefer to automate.
  • By integrating with Zendesk, we are better able to link contact fluctuations to specific reason codes and trends in satisfaction.
  • Otherwise, fairly neutral. We focus more energy on our live chat solution. Having a voice solution that's reliable as a foundation helps us support that.
Five9 met our main requirement of integrating with Zendesk. We evaluated other products that provided more robust options as far as IVR set up and voice data analytics, both for QA and for driving insights through voice recording analysis. That's interesting, but not essential to us. Five9 stacked up as the most cost-effective way to improve on our current voice offering without bringing on a best-in-class product.
Definitely well-suited to an organization that has experience with other voice technology and has had to get hands-on in building an IVR and integrating a voice solution into existing technology. There are other products I've evaluated that come with a much more robust out of the box product that integrates without as much leg work, and is designed for orgs looking to get into voice support for the first time. That's not what this is, but if you have a modicum of experience and are willing to roll up your sleeves, this can be a more cost-effective option.