Five9 Named a Leader in the 2021 Aragon Research Globe™ for Intelligent Contact Centers
15 Julho 2021 - 12:33PM
Business Wire
For the fourth consecutive year, Five9 is
positioned as a leader and achieved high strength ratings for
strategy, performance, and reach
Five9, Inc. (NASDAQ: FIVN), a leading provider of the
intelligent cloud contact center, today announced that it has been
named a Leader in the 2021 Aragon Research Globe for Intelligent
Contact Centers. This recognition marks the fourth consecutive year
Five9 has achieved a leadership position in the report.
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2021 Aragon Research Globe™ for
Intelligent Contact Centers. (Graphic: Aragon Research)
The Aragon Research Globe for Intelligent Contact Centers (ICCs)
evaluated 15 contact center providers based on three dimensions:
strategy, performance, and reach. The report notes that providers
positioned as Leaders have comprehensive strategies that align with
industry direction and market demand, and effectively perform
against those strategies. Aragon Research analysts positioned Five9
higher than any other vendor on the Strategy scale, listing as
strengths its cloud offering, inbound and outbound focus, and
omnichannel features, among others.
“We are in the midst of a profound shift in the intelligent
contact center market, where conversational AI is becoming a
must-have capability,” said Jim Lundy, founder and CEO of Aragon
Research. “Five9 has made AI and automation part of its core
product strategy, and with a strong focus on innovation and
international expansion, the company is well-positioned for
continued growth and market leadership.”
Five9 saw exceptional double-digit growth over the last 12
months as it expanded its global footprint and pushed further into
conversational AI with the acquisition of intelligent virtual agent
provider (IVA) Inference Solutions and into the automation space
with the acquisition of Whendu. Five9 now offers native
conversational AI capabilities and can provide IVAs to enterprises
that have third-party contact center platforms - whether on premise
or in the cloud. Five9 also provides its own workforce engagement
management (WEM) offering based on the acquisition of Virtual
Observer in early 2020. While it continues to partner with other
WEM providers, enterprises can now get a complete ICC solution with
the Five9 platform.
In addition to the integration with Salesforce, Five9 offers CRM
integrations with Microsoft, Oracle, Zendesk, Kustomer and
ServiceNow. It also offers UC integrations with providers such as
Zoom, Microsoft Teams, Mitel, and Nextiva. The company’s white
glove implementation service continues to help it win new and
retain existing customers, and its large ecosystem of partners
continues to grow.
“We believe that being identified as a Leader for the fourth
straight year is a reflection of our customer-first focus and
commitment to innovation,” said Callan Schebella, EVP of Product
Management at Five9. “We are honored to be identified as a Leader
by Aragon Research once again, as we continue to advance the Five9
Intelligent Cloud Contact Center to help enterprises reimagine
their customer experience and realize results.”
To read a reprint of selected content from the 2021 Aragon
Research Globe™ for Intelligent Contact Centers, click here.
Aragon Research does not endorse vendors, or their products or
services that are referenced in its research publications, and does
not advise users to select those vendors that are rated the
highest. Aragon Research publications consist of the opinions of
Aragon Research and Advisory Services organization and should not
be construed as statements of fact. Aragon Research provides its
research publications and the information contained in them "AS
IS," without warranty of any kind.
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.
Engage with us @Five9, LinkedIn, Facebook, Blog, That’s Genius
Podcast.
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Five9 Allison Wilson 352-502-9539 Allison.wilson@five9.com
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