Independent Study Finds Enterprises Can Realize A 213% Return on Investment when deploying Five9 Intelligent Cloud Contact Center
23 Agosto 2022 - 10:00AM
Business Wire
The study shows that enterprises using the
Five9 Platform saved them money, created happier employees, and
became more efficient in operations
Five9, Inc. (NASDAQ: FIVN), a leading provider of the
intelligent cloud contact center, today announced the results of a
commissioned Forrester Consulting Total Economic Impact™ (TEI)
study, revealing enterprises deploying Five9 solutions can realize
a return on investment (ROI) of 213%.
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Forrester interviewed four Five9 enterprise customers in
multiple industries to understand the benefits, costs, and risks of
moving on-premises contact centers to the cloud and deploying AI
solutions. Their experiences were aggregated, and a composite
organization was defined to form the basis for the study. According
to Forrester, “The representative interviews and financial analysis
found that a composite organization experiences benefits of $27.58
million over three years versus costs of $8.81 million, adding up
to a net present value (NPV) of $18.77 million.”
“Contact centers are mission critical especially during an
economic slowdown,” said Rowan Trollope, CEO, Five9. “When
customers and businesses are stressed, providing an efficient and
effective CX becomes even more paramount. We believe Forrester’s
findings in this study show that contact centers that make the move
to the cloud and start to invest in AI can not only see results in
triple digit ROI and payback periods measured in months; they can
also deliver improved experiences to their customers and employees
resulting in greater brand loyalty.”
Before implementing Five9, interviewees noted challenges with
their on-premises contact centers including: the inability to scale
to meet seasonal demands, an inability to accommodate
organizational growth; recurring outages that could be several
hours to days long; and lack of unified reporting, leading to the
inability to collaborate between lines of business. Realizing the
need to update old, legacy systems, those interviewed revealed how
leveraging the Five9 platform improved their overall business
operations.
The three-year, risk-adjusted present value (PV) quantified
benefits for the composite organization include:
- Automating repetitive tasks: Using Five9 Intelligent
Virtual Agent (IVA) to handle repetitive calls and tasks delivered
a cost savings of $15.8 million from call containment within
the IVA.
- Reduced handle time: Agent call handle time dropped 5%
with intelligent routing and integration with CRM (Customer
Relationship Management) systems.
- Avoiding on-premises downtime: Contact centers
implementing Five9 reduced the costs of downtime, saving $3.4
million from greater system reliability.
- Retiring old systems: By retiring on-premises
environments, baseline cost savings are $3.6 million.
- Accelerated training: Utilizing Five9 Agent Assist
streamlined onboarding for new agents and enabled a faster ramp
time, which allows them to support the business a day earlier.
Accelerated training drove cost savings of $242,100.
“We are making our agents more effective by automating the
front-end support by bringing in the chat bots and IVA,” said an IT
manager in automotive retail who was interviewed by Forrester as
part of the study.
Other notable benefits revealed in the study include
streamlining business operations by consolidating multiple domains
and global locations; improved customer retention using natural
language with the IVA; centralized data to provide better
visibility, allowing agents to see what was needed to improve CX;
and increased operational flexibility, enabling agents to continue
working remotely post pandemic.
Read the full study to learn more.
About Five9
Five9 is an industry-leading provider of cloud contact center
solutions, bringing the power of cloud innovation to more than
2,500 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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Suzie Linville Suzie.Linville@five9.com 720.951.2717
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