The workflow automation is incredible for aggregating information and providing visibility into data and performance. The workflow automation helped us a lot because we could use different skills to get various people. Our programmer easily integrated the Five9 APIs into our custom dashboard, allowing for real-time data access. This was incredibly useful because we could create alerts based on Five9 data, something impossible with our previous tool. This provided us with immediate insights into issues, like high call volume, that would have gone unnoticed otherwise. Five9's strength lies in its reporting, ease of tracking, and ability to cater to both large and small businesses. Despite our company's size, Five9 offered the features and functionality we'd expect from a system used by major call centers, making it feel like we were playing in the big leagues. Five9's impact was immediate. Its automated workflow handling eliminated our inefficient, linear system where tasks had to be passed sequentially from agent to agent. Five9's ability to split and parse tasks automatically not only improved performance but also reduced costs, even though our previous system cost less. Five9 helped us reduce dropped calls, which was a major improvement. We used to have a 12-16 percent abandonment rate, and while other factors played a role, Five9's contribution was significant. Additionally, their "whisper" feature is a great training tool. It allows us to coach agents during live calls without the customer hearing, making it a valuable resource for onboarding new staff. The improved supervisor tools allowed for more efficient agent tracking, which in turn boosted productivity. This eliminated downtime and ensured agents were focused on their tasks. Five9 helped us improve our agents' ability to answer calls quickly. The targeted problem-solving capabilities improved our CSS and benefitted the entire business. The high-quality data from Five9's porting function allowed us to pinpoint issues and develop solutions based on that data.
