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I built a Five9 instance from the ground up in support of a ~20 person customer service center several years ago. Switching costs, even for that little 20 pers
by aresant 10y ago
I built a Five9 instance from the ground up in support of a ~20 person customer service center several years ago.
Switching costs, even for that little 20 person shop, would be insanely high to move to Amazon between training reps, rebuilding custom reporting, recreating workflows, DID switching, etc.
And Five9 matches several of the amazon features - cloud based, minimal contracts (month to month at last check), decent API integration support, object-oriented set-up UX, etc.
I am excited about Amazon's entry in this space to push everybody forward, but I think they're going to make more impact forward than penetrate existing organizations.
- dastbe 10y agoThis has been mostly true for any new business or technology. The "hockey stick" growth point often occurs when it becomes more difficult for existing businesses not to use it.
- cosmie 10y agoWas that for an inbound, outbound, or blended environment? Having dealt with Five9 for a high volume outbound use case, their API integration and the number of actions which can unintentionally block dialing for a campaign while processing led to a constant headache of working around Five9, not with it. Setting up the inbound stuff was pretty easy. And setting up the outbound wasn't necessarily hard. But managing outbound was... less than pleasant.