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We are using it as the IVR system for our reservation and information center for all of our outlets in the United States and Canada. We use it to take reservations. We use a platform that they installed for us called SecurePay where guests can provide credit card information through the phone system to alleviate any PCI compliance issues that we may have had because we were taking credit cards ourselves.
I have had an amazing time with Five9. I have been with the company for almost 25 years, so I have cycled through multiple solutions. Five9 may have been our fourth provider since I have been here. The part that I liked about them is the ease of development. They have this amazing developer and engineer on their side by the name of Ramzi. He was amazing from the moment he began working with us. The ease of development for them for the IVR system itself was amazing, and then the follow-up, the calls, the check-ins, and everything else during the development process were amazing for me. After we went live, we have had very few issues. We have had a couple of issues where we had some downtime, but they were rectified quickly. We are satisfied with what we have seen. With our last provider, we did have some issues where we had more downtime than expected. It might not be long, but 15 to 20 minutes of any downtime could cause issues with us. The IVR has been very easy to use.
In terms of its time to value, everything is a learning curve. We were fast, but because of COVID, we had to shut down our cell center. By the time we were starting to go live again with Five9, we were ramping up our center again. It was probably something that we started to enjoy more and more as we began to get more staffed up.
Five9 has probably helped increase agent productivity. I do not have true numbers that I could tie to that, but overall, agent ratings, from the observations that we have done, have gone up. That is because of the fact that we have the ability to let agents listen to their phone calls, view what they are doing, and hear what guests are saying. We can definitely give them feedback on things that could make the process quicker for them, speak better with the guests, or get to the point more.
Five9 has not helped to reduce dropped calls in our call center.
Five9 has not helped our contact center improve its relevance to our organization. We just built the program to what we had prior. The enhancements have definitely helped, but I am not sure if it has improved the relevance. The relevance has always been there and stayed there. I have not seen any increase.
Five9 has slightly improved our customer satisfaction score (CSAT). It could be because, with our last platform, it was a bit more challenging to go through the process. They might have seen some improvement in that. There is also improvement in the way we take credit card information. They feel there is more security in that without having to give us their information. That has definitely been an improvement for us from a guest standpoint.
I like the capability of call and screen recording. It has helped us to hold our agents accountable to the expectations for the role. It creates a clearer picture than giving feedback that is just based on calls that we may have listened to, but we do not have anything to show the agents themselves.
The knowledge base of their support is not as strong as the IVR build.
We went live with the system in January of 2023, but we have been working with them since August of 2022 in terms of developing what we were going to roll out.
We had issues at one point, but it had to do with an update that they were doing. I do not know what happened, but we were down for about a day and a half. It was due to some update they did where they transferred us to another server host or something like that. Other than that, we have not had any issues. I would still rate them very high.
I have been happy with it. We have not had any issues. It has been easy, but IT can give more feedback on that one.
There have been some situations where we have had to ask for help from their help desk. At times, I feel that their knowledge base is not the same that we received during the development process with the engineer where he knew from front to back how to deal with things. I had requested something as simple as bulk recording updates for all of our locations, and their support was telling me that they have to do that one by one. Imagine having 500 stores and updating two recordings for each store. It would be a thousand recordings. They were saying that they could not be bulk updated, which I found very hard to believe with this company because they have such a great history of being on the cutting edge of everything. Frustration was definitely there for me, and after pushing back on several different people, I finally got somebody who said, "Let me look into it. I think that we can do this." In the end, they were able to, but it was crazy to me that I was explaining to a support person what I was looking to do and how. Even going further, how do I currently load recordings into the platform? That was a very frustrating part to me, but it has gotten much better.
Pros and cons are definitely there for every platform. I also want to give props to support because they have been amazing during the click-to-chat platform integration with us. We did not have time to do the training with Five9. We just ran out of time through the contracted time limit. When we went live with it, it was just me saying try this or try that, and the support was amazing. They took so much time with me to help me walk through processes. They helped to make sure that what I was going live with was something that not only our guests could use. It was also something our agents could execute properly in conversation with the guest. That was amazing.
Overall, I would rate their support an 8 out of 10.
Positive
We did not necessarily have problems with our last provider. They just did not have as much technology in their system as Five9 has. We were interested in the IVR platform. We were interested in click-to-chat and the platform for workforce management, recording calls, and screen recording with those calls. All these were technologies that we were interested in getting, but we did not have the availability with our last provider.
We have completely switched to Five9. I am not sure if we have saved any money by switching to Five9. I do not deal with the accounting part of it. It is for our IT department.
It is deployed in the cloud. Its initial deployment was extremely easy.
Its maintenance is minimal. It is required if we want to update recordings, change hours of operations, or need to shut down during inclement weather days.
We had a platform engineer who worked with us when we were deploying it. After the deployment, we have been utilizing their support more.
We had about 4 people involved in its deployment, which included myself and some IT roles.
I had an advantage when I went to a new platform because I had done this transition prior. I kept good notes, and I was able to provide a clear and concise picture of what I was expecting to get at the time of launch. In any call center, when you transition from one phone system to the other, you have to do that in a seamless way with no issues. Working with them, being prepared, and knowing what I wanted, what I currently had, and what they needed to be able to provide me on day one helped to deploy the product with zero issues. We had no issues at all. I would advise having all of your ducks in a row.
We did not use the Agent Assist feature, which is an AI-powered software offered by Five9. We have used some of the Five9 WorkForce Optimization features but not at a scale where we use it on a daily basis.
We are planning on looking into integrating it with CRM, but it is not something that we have done right now. We have recently launched the click-to-chat pro platform with Five9 and integrated that into our website. That is the most recent integration that we have had.
I would rate Five9 a strong 9 out of 10.
We provide solutions to customers in industries such as healthcare, banking, consumer electronics, retail, and even telecom. Initially, we provided on-premises Genesys Engage solutions.
However, three years ago, we switched to Genesys Cloud CX. Since Engage is approaching its end of life, we are no longer proposing on-premises solutions.
Our customers use it for interactive voice response, calls, chat, SMS, and email. These are the channels where we are providing solutions. Our customers use it for support, sales, and similar purposes.
AI functionality within Genesys Cloud CX actually enhances customer service.
AI functionality is built-in. They have intent-based and knowledge-based AI. That actually satisfies almost 90% of the needs of the customer. But if the clients/user want more, kind of generative AI, things like that, then there are a couple of other third-party systems like Kore.ai or Lex. We can integrate Genesys Cloud CX easily.
Genesys Cloud CX has extensive reporting. The workstays are good, but there are a lot of out-of-the-box reports. I have never seen any extra requests for customization on the reports. Some customers ask for a little bit extra, but mostly reporting requirements are covered within the out-of-the-box reports provided by Genesys.
So, the analytics and the reporting tools in Genesys Cloud CX have impacted the decision-making.
Moreover, it is easy for a beginner to learn to use Genesys Cloud CX.
Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful.
The learning curve for any beginner should not exceed four to eight weeks max. Then, he would be able to start working with Genesys Cloud CX. The same goes with Amazon Connect. They also have very good training material, which is very self-explanatory. So if I compare the training, learning parts, and ease of use, Genesys Cloud CX is good.
The best thing about Genesys Cloud CX is that it's designed specifically for contact centers and offers robust reporting capabilities.
It also has a great marketplace for integrations with different third-party applications like Salesforce, Zendesk, and HubSpot.
I appreciate how easy it is to integrate with Genesys and utilize its out-of-the-box AI features.
Deployment and customization are also easy and straightforward.
Furthermore, I like the intelligent routing in Genesys Cloud CX, along with the flexibility between skill-based and queue-based routing.
These are valuable, contact-center-focused features. Finally, if the customer is already using AWS and has applications there, Genesys Cloud CX integrates easily with the AWS ecosystem.
Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference.
But if a customer is more contact-centered and wants a very niche solution for a contact center, Genesys is obviously leading here.
I've been using Genesys for around 18 years, initially on-premises solutions. My focus recently has been using Genesys Cloud CX to provide solutions for our customers.
It's quite stable. I've faced downtimes but most of the time it's quite a stable product.
We have around four to five clients working with this solution.
There are multiple points – like during deployments or integrations – where we usually have some queries or need guidance from Genesys support.
The technical support is excellent. They are upfront. Also, it depends on the client. The larger the client, the company likely has better support.
Positive
The pricing is a bit expensive.
The price is worth it because it is worth it to use Genesys Cloud CX because of its multiple features. The reporting on Alteryx is leading. Their flexibility for complex routing is leading.
Genesys's integration points with third-party applications are good. So, there are a couple of points where it is worth investing in Genesys Cloud CX.
If the customer is not in the AWS ecosystem or their applications are not in that ecosystem – if they want a total contact center-oriented solution – then Genesys Cloud CX would be the preference, despite there being a huge investment to get the better solution.
My advice would depend on various factors/requirements: call volume, chat volume, and how big a customer support system you want to implement. Based on that, whether it's a small, medium, or large size, Genesys Cloud CX supports everything. But we have to check the ROI part as well.
If you're just implementing it for five agents and are spending a huge amount on Genesys Cloud CX, it might not be beneficial. If you have very simple requirements for call routing and basic reporting, then I would suggest going for cheaper solutions, like Amazon Connect or Five9.
But if you want a very contact center-centric solution where you have a medium to large contact center, with complex routing, heavy reporting, and workforce management – a lot of factors come into the consolidation – then Genesys Cloud CX would be the preferred solution where you will get the ROI on the solution.
Based on the level of flexibility, overall features, and functionalities, I would rate Genesys Cloud CX somewhere around nine out of ten, with ten being the best.
