Five9 Earns Metrigy MetriStar Top Provider Award for Workforce Optimization Platforms
20 Maio 2021 - 11:50AM
Business Wire
Five9, Inc. (NASDAQ: FIVN), a leading provider of the
intelligent cloud contact center, announced today that it has
received the Metrigy MetriStar Top Provider award for Workforce
Optimization (WFO) Platforms.
The MetriStar award is based on both customer ratings and
quantitative metrics correlating the use of a vendor’s products and
services with measurable business success. The Top Provider award
recognizes vendors that have achieved above-average customer
sentiment ratings and high business success for their
customers.
“With a total of 19 WFO providers rated, the MetriStar in this
category was very competitive and speaks to the solid experiences
companies have using Five9’s platform,” said Robin Gareiss, CEO and
principal analyst at Metrigy. “Companies are measuring significant
improvements in revenue, costs, customer ratings, and agent
productivity with WFO, which explains why nearly 55% of companies
added more applications to their portfolios in 2020.”
Metrigy interviewed or surveyed more than 500 CX, IT, and
business leaders and analyzed data and qualitative commentary on
adoption, drivers, technology partners, costs, and business success
for WFO applications. Research participants provided data on
before-and-after changes in business metrics and rated providers in
several areas. Five9 received above average ratings in
effectiveness at improving agent experience; response time to
problems and questions; analytics capabilities; and overall AI
capabilities.
Earlier this year, Five9 introduced a new set of capabilities
that provide key integrations between Five9 WFO and the Five9
Intelligent Cloud Contact Center platform so that customers have a
more seamless and integrated user experience. In addition to
improvements in the user experience for agents and supervisors
alike, the new capabilities also introduced vital reporting and
analytics that help ensure the overall quality of the customer
experience, and help supervisors to motivate and engage agents
wherever they work.
“The employee experience forms the foundation for delivering
great CX,” said Mike Bourke, Five9 Senior Vice President of Product
Management. “It’s important for contact centers to have the right
tools in place to support their agents, especially as businesses
have indicated that they will continue with a work-from-home or
hybrid model. We are proud to receive the MetriStar Top Provider
award, and it underscores our commitment to helping enterprises
reimagine CX by empowering their agents to drive results from
anywhere.”
To download a reprint of selected content from the Metrigy
MetriStar report on WFO platforms, click here.
About Five9
Five9 is an industry-leading provider of cloud contact center
solutions, bringing the power of cloud innovation to more than
2,000 customers worldwide and facilitating billions of call minutes
annually. The Five9 Intelligent Cloud Contact Center provides
digital engagement, analytics, workflow automation, workforce
optimization, and practical AI to create more human customer
experiences, to engage and empower agents, and deliver tangible
business results. Designed to be reliable, secure, compliant, and
scalable, the Five9 platform helps contact centers increase
productivity, be agile, boost revenue, and create customer trust
and loyalty.
For more information, visit www.five9.com.
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Five9 Allison Wilson 352-502-9539 Allison.wilson@five9.com
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