- Category: Cloud Computing
- Published on 19 September 2016
- Written by Editor
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Mountain View, Calif., Sept. 15, 2016 - Based on its recent analysis of the cloud contact center market, Frost & Sullivan recognizes Five9 with the 2016 North American Frost & Sullivan Award for Customer Value Leadership.
Being an early entrant to the cloud contact center market has allowed Five9 to develop expertise in cloud application delivery and innovate faster than most competitors. It boasts a wide range of novel contact center functionalities for the North American and global markets on its integrated platform, the Five9 Virtual Contact Center (VCC).
The Five9 VCC platform was built from the ground up and has since grown to encompass the full spectrum of contact center functionalities, including inbound, outbound, and blended agent capability for in-house, outsourced, and work-at-home agents. Some of its advanced applications that other vendors are only just beginning to offer include proactive/predictive chat functions and visual support capabilities leveraging Web real-time communications (WebRTC). This includes full multimodality and escalation/de-escalation features that maintain context and support channel blending.
Frost & Sullivan recognizes Five9 with the 2016 North American Customer Value Leadership Award.
Over the years Five9 has shown a continuous stream of innovation to provide value to customers. For example, in 2013, Five9 acquired SoCoCare, a social media monitoring, analytics, and Response Company, which gave it access to a natural language processing (NLP) engine—the Five9 Connect. This software processes all text-based interactions to influence routing decisions or give context-based insights to agents. Businesses can then automatically route posts to the appropriate agent or agent group for a response. Responses can be prioritized by author sentiment, social influence, and customer value. The company now offers this solution, called Five9 Social, as a fully integrated part of their VCC platform.
Five9 has continued on this path of innovation with its most recent announcement. In the Five9 Summer Release 2016, the company improved the capabilities of the agent desktop, giving agents deep visibility into the customer journey, historically and in real-time. For instance, it introduced a preview chat function that appears when business rules indicate that a customer on the web is perhaps struggling.
This pops up onto the agent desktop information about the journey that the customer is on, from the pages they have clicked to, to things like what they are looking at or putting into a shopping cart. It has presence indicators that change if the customer leaves the website and goes to another one as well. This solution enables the agent to see how the customer is progressing, along with predictive scoring that shows if the journey is matching the desired business outcome. This, along with next best action suggestions, allows the agent to intervene if necessary, and engage with that customer for help, or click a withdraw button if it appears that the customer is progressing well on their own. The agent has access to all prior interaction journey maps as well. This type of innovative agent capability was unheard of a decade ago.
"Apart from software, Five9 has added skilled and experienced program managers and engineers as well as specialized contact center experts in the areas of CRM, network connectivity, workforce management, and other key areas," said Frost & Sullivan Principal Analyst, Nancy Jamison. "Its professional service resources employ an established consultative methodology, employing best practices to develop solutions for each customer's unique business requirements."
The company provides simplified pricing, and by delivering services from the cloud Five9 is able to offer swifter deployment and faster time to value. The company's solutions enhance business agility, flexibility, scalability, and business continuity/disaster recovery.
Each year, Frost & Sullivan presents this award to the company that has demonstrated excellence in implementing strategies that proactively create value for its customers with a focus on improving the return on the investment that customers make in its services or products. The award recognizes the company's intense focus on enhancing the value that its customers receive beyond simply providing good customer service, leading to improved customer retention and ultimately customer base expansion.
Frost & Sullivan's Best Practices Awards recognize companies in a variety of regional and global markets for outstanding achievement in areas such as leadership, technological innovation, customer service, and product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research.
Five9 modernizes the contact center to deliver a more personalized and proactive omnichannel customer experience, by giving visibility to key insights in the customer journey. As a leading provider of cloud software for the enterprise contact center market, Five9 brings the power of the cloud to thousands of customers and facilitates approximately three billion customer interactions annually. For more information visit www.five9.com.