What is our primary use case?
We are a contact center for a construction remodeling company using Five9 for all outbound and inbound calling as well as the controls and handles our cadencing and lead flows. It helps us determine which customers are ready to be called and provides us with reminders about staying on top of all of our leads.
How has it helped my organization?
We're operating in multiple locations or area codes. Five9 enables us to call from local numbers, so we're calling people from a number that they recognize, and it can handle that automatically.
Five9 has reduced drop calls by about 30 to 50 percent. It has improved agent productivity by allowing my team to do lots of things in other systems from within Five9. They don't need to dig into the back end of other platforms to make automations happen.
The solution is essential to improving our contact center's relevance to the organization. It has improved our answer speed by making us more efficient. Their system pushes it to the next available team member, so we never wait for it to roll from one person to another. We've definitely reduced our speed to answer and speed to lead, with it prompting us to call someone when the data comes in.
What is most valuable?
I like the fact that I can customize the cadencing. I can drill in and create custom contact point cadencing for all of our different categories of leads. We attack some people more aggressively, but others much more softly. I have much more confidence that things aren't slipping through the cracks. It continues to bring customers up for us until they've either moved through the cycle or we've removed them from the cycle. It gives us greater peace of mind. The ability to get in quickly and customize many of those pieces easily was appealing to us.
We utilize Five9's connectors to push data out and do a lot of workflow automation with that. Even though we only have six people, we've been able to process almost double the call volume. It has really maximized my team's efficiency.
I haven't seen any limitations to integration with CRMs on Five9's end. It's pretty open to what you can do. There are a few minor things that would be nice to have, but we've never had trouble getting data into our CRM or any other platforms. The omnichannel feature is another capability that's excellent to have. Customers can reach a representative by phone, text, email, or whatever they prefer.
What needs improvement?
There are some minor issues with some of their filtering that I'd like them to handle on their back end. The only limitation I can think of is that I'm always looking backward and can't look forward. I can't see how many calls are scheduled for tomorrow based on our system.
I can't see what will happen in the future. I can only see what's happened in the past. It would be helpful if they could adapt the system so that it's forward-looking, and we could see there are X number of scheduled callbacks tomorrow at a given hour because it could help with planning. We also do it with our appointments. We're trying to call people to confirm the day before, and Five9 cannot provide a solution to schedule calls the day before an appointment. It can only look at today or in the past.
For how long have I used the solution?
We have used Five9 for around two and a half years.
What do I think about the stability of the solution?
Five9 is mostly stable. There have been one or two minor issues with their platform, and they were resolved very quickly.
What do I think about the scalability of the solution?
I have not seen a limit to Five9's scalability. We've talked with them about where we plan to go, and it seems like they could grow with us all the way to a nationwide company with hundreds of locations.
How are customer service and support?
I rate Five9 support seven out of 10. They respond fairly promptly to most things. We're outside of their typical use case, so they often don't understand what I want to do with the system. However, in most cases, they've either helped me discover how to fix an issue or determine that something isn't possible. The support side of things has been fine, but we've had the normal customer service hiccups from time to time where someone would hand us off, the ball gets dropped, and we don't hear anything for a few weeks. That has never happened on any critical issues.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
We used RingCentral and another one before that. RingCentral is a solid platform. Everything works, but it's a simple dialer without any of the built-in automation that helps us direct our day. Five9 is a far superior solution. It's apples and oranges.
How was the initial setup?
The deployment was fairly complex, and there were issues here and there. We ran into things that Five9 couldn't do that the company promised it could. I was also attempting several things that were different from the standard use case. We were able to accomplish most of what we wanted. It took some technical skill to understand how to set it up properly because if someone didn't understand the technical side of things, they would ask Five9 to set it up. They consistently couldn't quite get what I was trying to accomplish, so I ended up having to do a lot myself. That's actually fine. I like to do it myself anyway because I can understand how to fix it if I learn how it works.
Five9 doesn't require a lot of maintenance. Once it's configured, the solution is "set it and forget it" except for the occasional adjustments for holidays. Still, I can't help but tinker with it. I'm constantly adjusting what we're doing to see what works best.
What about the implementation team?
Five9 had one of their TSM people help me set it up. They did the basic grunt work and built out the structure. I fleshed out all the formulas and cadences from there. They helped ensure the bones were in place and gave me some training on how the pieces worked. I set up the rest.
What was our ROI?
The ROI is hard to measure, but Five9 has helped our company achieve explosive growth. We're about to turn four years old, and our construction remodeling company will surpass $15 million in annual revenue this year. That is a pretty amazing accomplishment in such a short amount of time.
And we credit a lot of that to automation and the tools that Five9 enables us to use to stay on top of our leads. We can better leverage our marketing budget and schedule those appointments, increasing the return on our investment. It has been essential, but it's hard to quantify that in dollars. Still, I don't think we would have grown at the speed we've grown without Five9.
What's my experience with pricing, setup cost, and licensing?
Five9 is a little expensive because of our company's size. That said, it scales pretty well. The daily usage costs and monthly fees seem about right. It's not out of line with what we'd expect from other companies. However, they seem to have a one-size-fits-all implementation fee. Most of their clients have hundreds if not thousands of seats in the call centers, so $5,000 or $10,000 is not a huge cost. It would be nice if they had a sliding scale for smaller companies.
What other advice do I have?
I rate Five9 eight out of 10.
Which deployment model are you using for this solution?
Public Cloud
Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.