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Five9 Earns Metrigy MetriStar Top Provider Award for Workforce Optimization Platforms #contactcenterworld 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. "With a total of 19 WFO providers rated, the MetriStar in this category was very competitive and speaks to the solid experiences companies have using Five9’s platform," said Robin Gareiss, CEO and principal analyst at Metrigy. "Companies are measuring significant improvements in revenue, costs, customer ratings, and agent productivity with WFO, which explains why nearly 55% of companies added more applications to their portfolios in 2020." Metrigy interviewed or surveyed more than 500 CX, IT, and business leaders and analyzed data and qualitative commentary on adoption, drivers, technology partners, costs, and business success for WFO applications. Research participants provided data on before-and-after changes in business metrics and rated providers in several areas. Five9 received above average ratings in effectiveness at improving agent experience; response time to problems and questions; analytics capabilities; and overall AI capabilities. "The employee experience forms the foundation for delivering great CX," said Mike Bourke, Five9 Senior Vice President of Product Management. "It’s important for contact centers to have the right tools in place to support their agents, especially as businesses have indicated that they will continue with a work-from-home or hybrid model. We are proud to receive the MetriStar Top Provider award, and it underscores our commitment to helping enterprises reimagine CX by empowering their agents to drive results from anywhere." #contactcenterworld Posted by Veronica Silva Cusi, news correspondent Date Posted: Tuesday, May 25, 2021 About ContactCenterWorld.com ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today. |