Five9

BACKGROUND

Introduce your business and what you do there.

I’m the director of marketing of a finance company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Five9?

We needed someone to provide us with Salesforce training and support.

SOLUTION

What was the scope of their involvement?

Five9 is currently providing us with Salesforce integration and team training.

What is the team composition?

We work with about five people from their team made up of software developers and supervisors.

How did you come to work with Five9?

I came across their company while researching on Google.

How much have you invested with them?

We’ve invested around $20,000–$30,000.

What is the status of this engagement?

Our ongoing partnership started in October 2021.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

The overall process is quite terrible, as we’ve had some problems with the integration of Salesforce and communication.

How did Five9 perform from a project management standpoint?

They work well from a project management perspective, but there have been communication issues throughout the partnership since they work a different timezone.

What did you find most impressive about them?

The only thing I like about working with them is the software they implement works well.

Are there any areas they could improve?

Five9 could improve on their communication, and they need to be more patient, open, and less attached to the process.

Do you have any advice for potential customers?

I would advise you to just find and work with another vendor.

BACKGROUND

Introduce your business and what you do there.

I’m the contact center manager for DebtCleanse, a legal service access firm.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Five9?

We were dealing with adding new rules and automating our dialing patterns.

SOLUTION

What was the scope of their involvement?

We’ve worked with Five9 for all of our contact center operations. The big project we worked with them on recently was adding rules and restrictions to how our auto dialer dials in a way that prioritizes new leads while also nurturing older leads. 

The goal was to make sure our most recent leads were being dialed in the most, essentially improving our speed to lead on our most recent leads, and giving lower priority to pele we’ve called four or five times.

What is the team composition?

I’ve worked with three different techs and my point of contact is Sam (Customer Success Manager).

How did you come to work with Five9?

Five9 was in place when I came to the company, but I’d worked with Sam before. 

How much have you invested with them?

We’ve spent between $10,000–$50,000 with them.

What is the status of this engagement?

The project has been ongoing since March 2019.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

The project was urgent, and getting it done within a week was a really big priority for us. Time was our biggest metric, and Five9 delivered. We also achieved the efficiency goals we were looking for, and our sales have increased. 

When we transitioned to work from home, Five9 was really helpful in troubleshooting some of the issues my team was dealing with. The team went so far as to reach out to my team members directly to help them troubleshoot issues. They went above and beyond in that regard when we made that transition.

How did Five9 perform from a project management standpoint?

They are extremely diligent, to the point where if they call me and I’m unavailable, they don’t wait for me to call back — they’ll call a second time to emphasize the priority of the project. It’s been very seamless.

What did you find most impressive about them?

Five9 tends to be really project completion oriented. They make sure they’re paying attention to getting your project done. The team is also really diligent in their response time. If you submit a ticket, they tend to reach back out within about an hour, even for not urgent matters. Their communication is their strength.

Also, their ability to diagnose technical problems is excellent. Five9 provides really structured approaches to finding solutions. It’s very helpful. 

Are there any areas they could improve?

Their software interface is out of date, so simple things like managing profiles can feel clunky. They’re not challenging, but they just don’t feel like they’re streamlined and efficient.

Do you have any advice for potential customers?

If you’re going to work with Five9, you’ll want to do all of the administrative tutorials they offer online. Also, they provide really high customer service, so take advantage of that.