The awards celebrate organizations that are
delivering real customer and employee experience results through
the evolution of cloud, AI, analytics, empathetic service and the
Five9 partner ecosystem.
Five9, Inc. (NASDAQ: FIVN), the Intelligent CX Platform
provider, today announced the winners of its third annual Reimagine
CX (Customer Experience) Awards. These awards recognize
organizations that are using Five9 solutions to improve business
outcomes and deliver a more personalized, joyful customer, agent,
partner and employee experience.
Five9 customers were nominated across six categories, and each
nominee was considered for the Best Overall Award. Liz Miller, Vice
President and Principal Analyst at Constellation Research; and Evan
Kirstel, B2B TechFluencer served as independent industry judges for
the awards. The winners were announced during the opening keynote
at Five9 CX Summit, taking place through August 17 at the Aria
Resort & Casino in Las Vegas. They are:
Webjet Limited - WebBeds & Webjet OTA, Increase Business
Agility with Cloud Award: This customer embarked on the
search for a new solution across their group due to significant
challenges with its on-premises provider. Their existing solutions
were extremely complex to manage, as the company was experiencing
significant growth—expanding in over 30 sites in 27 countries. One
of their major pain points was the lack of flexibility in
customizing their IVR system. This was hindering their ability to
deliver a personalized experience to customers. They were operating
a 24/7/365 contact center, servicing more than 30 languages, and
3000+ back-office users. With the Five9 platform, in a 3-month
period, they reduced their abandon rate from 17% to 7% and
increased their SLAs from 55% to 83%. WebBeds & Webjet OTA can
now analyze their calls in greater detail, allowing them to see
call patterns and view historical data to spot trends and seasonal
patterns.
Central Bank, Scale with AI & Automation
Award: This winner was on a digital transformation
journey focused on providing a consistent, joyful, and cohesive
self-service experience. Previously, in the IVR, their customers
were forced to choose from limited options which often meant
choosing one that didn’t really address their specific intent. By
deploying an IVA, the customer was able to capture the caller's
intent and accurately route the call. Over 32% of the calls were
handled through automation enabling efficiency in staffing and
increasing customer satisfaction.
CNG Holdings Inc, Ecosystem/Partner Award: CNG showed a
clear vision by integrating Verint Quality Management, Workforce
Management and Speech Analytics. Their previous WEM solution had
poor reporting and was difficult to troubleshoot. With the Verint
solution, within a few hours the customer could analyze call data,
run speech analytics, experience more accurate keyword spotting,
and get less false positives. If there was a spike in call volume,
they could run a search to find keywords and ultimately find the
root cause. Having agents manually select the disposition can cause
issues. Their main concern was ensuring the customers were
accurately put on the do-not-call list meeting compliance
requirements. Using Verint Speech analytics, CNG improved from 90%
false positives to only 5%. Lastly, deploying Desktop analytics
enabled trainers to see how agents were navigating through their
calls, how long agents were focusing on certain applications to
identify areas where they could help improve agent
productivity.
Hanna Andersson, Empower Agents and Supervisors to Deliver
Results Award: The Hanna Andersson customer care center was
burdened with manual processes resulting in backlogs of customer
emails, long call queues, and back-office follow-up work. They were
unable to deliver first call resolution due to lack of cross
training and inability to identify single source of knowledge
failure points. A discovery workshop uncovered a large gap in
knowledge transfer due to team leader attrition, along with key
metrics and dashboards that were not properly configured. Agent
Desktop Plus, Performance Dashboard and Five9 Workforce Management
needed to be reconfigured and most agents needed to be retrained.
The management team went through three weeks of WFM training and
wrote an internal user guide to customize the program.
The team continues to meet their KPIs and SLAs by leveraging the
dashboards, scheduling and adherence tools. The contact center
handles approximately 280,000 customer interactions a year and
improved their service level from 42% to 76% in 2022. They also
went from an 8% abandonment rate to less than 3% in the same
period. Previously, the average email speed-to-open was 2 weeks and
now, it’s an average of 3 hours. Call Queue time was over 3 hours
during 2021 peak and prior years, and now they don’t have a need to
leverage queue call back at all.
By taking the time to retrain and recalibrate, this customer
improved its customer service experience and has taken it to the
next level. So much so, that they ranked #2 in Newsweek’s Best
Customer Service in America in the children’s category in 2023.
PING, CX Promise Award: PING handling 30K+ monthly
interactions, selected Five9 for scalable voice, email, and chat
support for their in-office and remote agents. By implementing
Five9 Analytics, PING gained insights into customer experiences,
enhancing their IVR design and call routing. This approach reduced
abandoned calls and provided a deeper understanding of call volumes
for optimized staffing. Additionally, Five9 Analytics improved
PING's email campaigns, offering data on email volume, queue
duration, and agent responsiveness. This holistic partnership led
to streamlined customer interactions, efficient support systems,
and impactful communication strategies, ultimately boosting
customer satisfaction and operational effectiveness.
Alaska Airlines, Reimagine CX Award: The mission
statement of Alaska Airlines is, “Creating an airline people love.”
The genuine care Alaska Airlines provides for their guests,
employees and one another is what sets them apart from others in
the travel industry. Infusing care is the focus for every step of
the guest’s journey.
They were looking for a partner who understood their needs and
could see their vision. Alaska Airlines migrated from using an
on-prem solution, to the Five9 intelligent CX platform in October
2021 and the transition was seamless to their guests. And, using
Five9, 99% of the staff can work remotely.
When Alaska Airlines asked how they could support
hearing-impaired agents, Five9 suggested using Agent Assist
Artificial Intelligence to provide agents the ability to read what
the guest is saying, in addition to hearing the audio.
Hearing-impaired agents are now able confidently engage with
guests—knowing that Agent Assist is there helping them in the
background.
Working with Five9, Alaska Airlines developed some complex
routing strategies that allowed them to remove the need to manually
shift agents from one channel or skill to another to address shifts
with incoming call volume. These efficiencies resulted in an
improved overall guest experience by lowering wait times. Alaska
Airlines estimates they have been able to realize annual notable
savings by moving from on-premises to the Five9 Intelligent CX
platform.
Read more about how Five9 is helping customers drive real CX and
EX results by visiting our customer advocacy page.
About Five9
The Five9 Intelligent CX Platform provides a comprehensive suite
of solutions for orchestrating fluid customer experiences. 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, technology and partners to more than 2,500
organizations worldwide. To learn more visit: www.five9.com
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version on businesswire.com: https://www.businesswire.com/news/home/20230817672468/en/
Media Contact: Suzie Linville Senior Corporate Communications
Manager, Five9 Suzie.linville@five9.com
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