Five9 has a lot of AI tools, which I find valuable. It offers transcription services and a power dialer for outbound dialing. I like that Five9 is built for outbound and suitable for that purpose. Another valuable feature of the solution is the screen pop where, as a rep or agent, when your customer answers the phone, you'll immediately see customer details on your screen, which is helpful, especially if you have a lot of customers. Five9 also has the Intelligent Virtual Agent feature, which I find good, though there may be some legal implications. Still, I find Five9 a great solution that seamlessly helps customers engage with brands. Agent Assist is another good feature of Five9. That feature is useful because you can help agents in real-time while on the call. It's as if the manager is behind an agent, helping and telling that agent what to say and hearing what the customer says. Agent Assist lets you support every agent automatically, in a more scalable way, without listening to every call. Five9 also comes with WorkFlow Automation or Studio Flow, a nice feature because it's drag-and-drop, where even a non-engineer can build out a campaign and have different aspects to the campaign, for example, call routing. In the past, you had to be an engineer to build campaigns in Five9 or get on a call with the Five9 team and ask the team to make the changes, but nowadays, it's drag-and-drop, which is very helpful. I've also used the Workforce Optimization feature in Five9, though not as much. Still, I'm familiar with some of its capabilities, such as optimizing the time of day or days of the week when your team's the busiest, making optimizations when you don't need as many reps, or when you need more reps in place to match the bandwidth of calls coming in. Definitely, Workforce Optimization is beneficial and essential for my customers nowadays. Five9 can integrate with various CRMs, and I find that essential. The solution has an endless list of integrations for a reason, but I wasn't the guy who built the integrations. I heard that CRMs could be hard to work with, but the CRMs I've experienced with Five9, such as Salesforce and Hubspot, seem to integrate well. There was one really bad CRM built in-house on a platform called PPMS, but it's basically an internal tool, which was a little hard to work with and challenging to make changes, but it worked, though my Salesforce customers seem to be happy with the solution. The Omnichannel capability of Five9 is also essential, as the customer expects you to have chat, text, Facebook Messenger, and all other ways a customer can reach the reps. The omnichannel feature in Five9 is essential to customers.
