Five9

Introduce your business and what you do there.

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

What challenge were you trying to address with Five9?

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

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.

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.