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Five9 Rated Highest in Overall Vendor Satisfaction Among Customers Surveyed by Industry Analyst DMG Consulting #contactcenterworld Every year, DMG Consulting conducts independent customer satisfaction surveys to identify market trends and measure end-user satisfaction with cloud-based contact center infrastructure (CBCCI) vendors, their products, professional services, support, training, and innovation. The satisfaction ratings are calculated by averaging the scores provided by customers in each category, using a point scale ranging from 1 (not satisfied) to 5 (completely satisfied). Five9 earned 33 perfect scores out of a possible 34, and received the highest ratings across four overarching categories: vendor satisfaction, product features, platform features, and Workforce Optimization (WFO) / Workforce Engagement Management (WEM) capabilities. "Enterprises are the winners in the CBCCI vendor differentiation battle," said Donna Fluss, President of DMG Consulting. "The cloud-based contact center infrastructure vendors have hit their stride by giving enterprises what they want – the agility to meet the dynamic omni-channel needs of their customers on an inbound and outbound basis." In addition to the high product features and vendor satisfaction ratings found in DMG’s survey, Five9 Professional Services also achieved an average Net Promoter Score (NPS) of +90. This measures the likelihood of customers and partners to recommend Five9 after Professional Services deployment engagement for the preceding quarter. "At Five9, everything we do begins and ends with our customers, their needs and our joint vision," said Genefa Murphy, Five9 CMO. "The fact that our customers recognize the positive attributes of our product and professional services is great to see. It speaks to the fact that Five9 thoroughly believes in partnering with our customers to successfully deploy technologies and maximize the value they get from their Five9 investment over time. We are committed to helping them succeed and reimagine their CX through the contact center." #contactcenterworld Posted by Veronica Silva Cusi, news correspondent Date Posted: Monday, December 13, 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. |