Five9 Named a Leader in the Aragon Research Globe™ for Conversational AI
29 Julho 2021 - 10:00AM
Business Wire
Five9 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
positioned as a Leader in the first Aragon Research Globe for
Conversational AI. The report notes strengths for Five9, including
its focus on self-service, seamless handoff between bots and live
agents, and App Marketplace for integrations and channels.
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The Aragon Research Globe for
Conversational AI (Graphic: Aragon Research)
Aragon Research analysts evaluated 22 conversational AI
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.
Five9 is focusing on AI as one of its key innovation strategies.
With the acquisition of conversational AI provider Inference
Solutions in October 2020, Five9 has a native intelligent virtual
agent (IVA) offering that can handle routine service conversations
and tasks independent of live agents. Five9 IVA can also pass an
interaction to a live agent and assist the agent with
transcription, and access to knowledge bases.
Additionally, Five9 now provides access to conversational AI
technology by IBM, Google, Amazon, and other leading vendors via
its low-code IVA development platform, Five9 Inference Studio. It
can also deliver conversational AI capabilities to enterprises that
have a separate contact center platform.
“Low-code and no-code platforms have enabled business users to
build, update, and test chat and voice bots on their own, providing
them the flexibility to change their solutions virtually on
demand,” said Jim Lundy, Founder, CEO and Lead Analyst at Aragon
Research. “For businesses looking to deploy solutions in their
existing contact centers, providers offering seamless contact
center integration, such as Five9, are a good fit.”
Aragon Research also recently positioned Five9 as a Leader in
its 2021 Aragon Research Globe for Intelligent Cloud Contact
Centers (ICC), noting as strengths its cloud offering, inbound and
outbound focus, and omnichannel features, among others. In addition
to Salesforce integration, Five9 provides 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 are honored to be identified as a Leader in Aragon’s first
Research Globe for Conversational AI,” said Callan Schebella, EVP
of Product Management at Five9. “We believe this positioning
underscores our focus on delivering the industry’s most modern
cloud portfolio for contact center automation, as we continue
innovating our conversational self-service and live agent support
for organizations seeking to reimagine their customer
experience.”
To read a reprint of selected content from the Aragon Research
Globe™ for Conversational AI 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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