Five9 Announces Inaugural CX Bracket Challenge Results
10 Maio 2023 - 11:12AM
Business Wire
Tournament Challenge reveals top contact center
priorities in 2023
Five9, (NASDAQ: FIVN) a leading provider of the Intelligent CX
Platform, announced today the results of its first CX Bracket
Challenge, a novel approach helping to gamify the selection of top
contact center priorities played by over 200 participants from
across the industry.
Participants included contact center practitioners who lead
contact centers of all sizes across different industries every day.
The leading industries represented in the results are healthcare
and financial services. Other participants included industry
analysts, consultants and Five9 subject matter experts.
The challenge kicked off in March and ran through leading
industry event Enterprise Connect. The four divisions of the
bracket contained 16 priorities equally divided into the categories
of the agent experience, customer self-service, contact center
orchestration, and insights.
Based on the collective wisdom of the crowd, the results of the
CX Bracket Challenge are:
- #1 Priority: Automate Agent Workflows (The
winning priority) - Automate work that agents must perform after an
interaction (for example, a conversation) is completed, such as
sending a message to a customer on the progress of their
purchase.
- #2 Priority: Use Conversation Analytics (Top
priority in insights and understanding of the customer) Analyze
every captured customer interaction from voice and digital
conversations to identify trends.
- #3 Priority: Improve System Integration (Top
priority in contact center orchestration) Improve the integration
of the contact center with other systems.
- #4 Priority: Automate Common Requests (Top priority in
improving customer self-service) Use virtual agents to help
customers reset passwords, open claims, file a service ticket,
etc.
“Five9 launched the CX Bracket Challenge to understand how
contact center leaders manage competing priorities,” said Jeff
Woodland, Director of Industry Marketing at Five9. “Businesses have
settled into the new normal amid a 3-year pandemic and everyone is
in a different place. Customers are digital first, impatient, and
demand communications that are personalized and fluid across
channels. Employees are also more demanding in their expectations
and, if not met, they quit.”
“What you are looking at here is an evolution of contact center
priorities,” said Zeus Kerravala, founder and principal analyst at
ZK Research. “While omni-channel is important, with the rise of AI
and agent workflows, there is a real focus on agent experience. I
think this industry used to only think of customer experience but
now are starting to think more about agent experience.”
The CX Bracket Challenge’s also included a prize draw to win a
donation to the participant’s university of choice. Selected at
random, the grand prize winner is Zach Treadway of the nation’s
leading rooftop solar contractor. Five9 will donate $10,000 to
Treadway’s university of choice, Penn State.
Five9 also congratulates Scott McIntyre of Infinite Green
Consulting for choosing the “winning bracket” of priorities.
Explaining his bracketology logic, McIntyre said, “While
omni-channel solutions give customers an easy way to interact, it
makes the agent’s experience even more complex. CX is nothing
without the ability for the agent to connect with the customer
during every interaction. Automation and AI tools on their
workstation enable the agent to focus on the dialogue with the
customer, and not system navigation.”
Five9 will fully reveal the results of the CX Bracket Challenge,
on May 11, 2023, in a webinar featuring Kerravala and Jim Lundy,
founder and CEO at Aragon Research, as well as Philip Files, SVP
solutions consultant at Five9, discussing the outcomes and what
they could potentially mean for contact centers as we continue to
see challenges arise in 2023. Register for the webinar here. It
will also be available on demand.
To learn more visit Five9.com
About Five9:
The Five9 Intelligent CX Platform provides a comprehensive suite
of solutions for orchestrating fluid customer experiences and
empowering agents. Our cloud-native, multi-tenant, scalable,
reliable and secure platform includes contact center; omni-channel
engagement; Workforce Engagement Management; extensibility through
more than 1,000 partners; and innovative, practical AI, automation
and journey analytics that are embedded as part of the platform.
Five9 brings the power of people, partners and technology to more
than 2,500 organizations worldwide. Through this combination, Five9
supports customer needs from Day 1 to forever and delivers on our
customer commitment: “We keep our CX promise, so you can keep
yours.”
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version on businesswire.com: https://www.businesswire.com/news/home/20230510005683/en/
Suzie Linville Senior Corporate Communications Manager, Five9
suzie.linville@five9.com
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