Five9 Earns Metrigy MetriStar Top Provider Award for Contact Center as a Service Platform
06 Junho 2023 - 10:00AM
Business Wire
Five9, Inc. (NASDAQ: FIVN), a leading provider of the
intelligent CX Platform, announced today that it has received the
Metrigy MetriStar Top Provider award for Contact Center as a
Service Platform (CCaaS).
The MetriStar award is based on both customer ratings and
quantitative metrics correlating the use of a vendor’s products and
services with measurable business success. The Top Provider award
recognizes vendors that have achieved above-average customer
sentiment ratings and high business success for their
customers.
“MetriStar awards are difficult to win because IT and CX leaders
have high standards. They’ll only rate their providers high if they
go above and beyond, and business success is a quantitative metric
that only happens when products perform above par,” says Robin
Gareiss, Metrigy CEO & Principal Analyst. “Of the 27 CCaaS
providers rated, Five9’s is among the top. Of note is Five9’s
analytics score, which is the highest score of any CCaaS vendor for
any category—a significant accomplishment given both the complexity
and growing importance of analytics among CX leaders.”
Metrigy surveyed 1,695 IT and CX Leaders from organizations and
analyzed data and qualitative commentary from 13 countries in North
America, EMEA and APAC on what they like most and least about their
providers. Research participants provided data on a variety of
topics, including CX technology adoption plans, current and planned
spending, applications in use and provider ratings. Five9 received
above-average ratings in key areas of CCaaS, including rich feature
sets, and received the highest analytics rating due to the focus on
making data useful for customers. Five9 continues to expand its
feature set with a focus on providing the tools and data agents
need to deliver personalized and fluid customer experiences.
Earlier this year, Five9 launched AI Summaries, a new solution
powered by OpenAI that summarizes customer call transcripts in
seconds. This solution is part of Five9’s strategy to unlock a new
class of features and products using large language models like
GPT-3.
Five9 also recently announced that its Workflow Automation
solution is now included in each CCaaS deployment. Five9 WFA helps
companies seamlessly connect disparate systems, aggregate
information, act on customer data and context in real time, and
trigger cross-platform workflows. It also helps contact centers
unlock previously siloed information, accelerate decision making
and automate CX while reducing workload and cost.
“At Five9, we believe that empowering the workforce with AI,
real-time customer data and business insights are key to delivering
the best CX outcomes,” said Genefa Murphy, Five9 CMO. “We are
honored to receive the Metristar Award and believe it underscores
our commitment to helping our customers keep their ‘CX Promise’ to
their customers.”
To download a reprint of selected content from the Metrigy
MetriStar report on CCaaS platforms, click here.
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.”
For more information, visit www.five9.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20230606005092/en/
Suzie Linville Senior Corporate Communications Manager, Five9
Suzie.Linville@five9.com
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