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Five9 review
CX Intelligence Analytics at a healthcare company with 1,001-5,000 employees
Advanced call routing has enabled complex CRM-driven workflows but reporting still...
The complex call routing capabilities were valuable. I was able to set up fairly complex call routing, capturing data via internal IVR for potential customers' geography and then conducting lookups to determine which skill to route calls to. I also set up complex rollover, so if the first person could not answer, callers would wait a...
Five9 review
Nupur Singh
Sr Specialist - Analytics Metrics and Reporting at Mercer
Real-time monitoring and reporting help with better operations
The Intelligent Virtual Agent (IVA) feature helps to monitor the agents. We can see if an agent is getting stuck. For example, if an agent has not been logged out properly, we can log out that particular agent from a particular session because it hampers productivity. It helps us to be more productive. Our call center agents use the Agent...
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