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News : Five9 Announces Inaugural CX Bracket Challenge Results

#contactcenterworld, @Five9

San Ramon, CA, USA, May 10, 2023 - Five9, (NASDAQ: FIVN) a provider of the Intelligent CX Platform, announced the results of its first CX Bracket Challenge, an approach helping to gamify the selection of top contact center priorities played by over 200 participants from across the industry.

Participants included contact center practitioners who lead contact centers of all sizes across different industries every day. The leading industries represented in the results are healthcare and financial services. Other participants included industry analysts, consultants and Five9 subject matter experts.

The challenge kicked off in March and ran through industry event Enterprise Connect. The four divisions of the bracket contained 16 priorities equally divided into the categories of the agent experience, customer self-service, contact center orchestration, and insights.

Based on the collective wisdom of the crowd, the results of the CX Bracket Challenge are:

#1 Priority: Automate Agent Workflows (The winning priority) - Automate work that agents must perform after an interaction (for example, a conversation) is completed, such as sending a message to a customer on the progress of their purchase.

#2 Priority: Use Conversation Analytics (Top priority in insights and understanding of the customer) Analyze every captured customer interaction from voice and digital conversations to identify trends.

#3 Priority: Improve System Integration (Top priority in contact center orchestration) Improve the integration of the contact center with other systems.

#4 Priority: Automate Common Requests (Top priority in improving customer self-service) Use virtual agents to help customers reset passwords, open claims, file a service ticket, etc.

"Five9 launched the CX Bracket Challenge to understand how contact center leaders manage competing priorities," said Jeff Woodland, Director of Industry Marketing at Five9. "Businesses have settled into the new normal amid a 3-year pandemic and everyone is in a different place. Customers are digital first, impatient, and demand communications that are personalized and fluid across channels. Employees are also more demanding in their expectations and, if not met, they quit."

"What you are looking at here is an evolution of contact center priorities," said Zeus Kerravala, founder and principal analyst at ZK Research. "While omni-channel is important, with the rise of AI and agent workflows, there is a real focus on agent experience. I think this industry used to only think of customer experience but now are starting to think more about agent experience."

The CX Bracket Challenge’s also included a prize draw to win a donation to the participant’s university of choice. Selected at random, the grand prize winner is Zach Treadway of the nation’s leading rooftop solar contractor. Five9 will donate $10,000 to Treadway’s university of choice, Penn State.

Five9 also congratulates Scott McIntyre of Infinite Green Consulting for choosing the "winning bracket" of priorities.

Explaining his bracketology logic, McIntyre said, "While omni-channel solutions give customers an easy way to interact, it makes the agent’s experience even more complex. CX is nothing without the ability for the agent to connect with the customer during every interaction. Automation and AI tools on their workstation enable the agent to focus on the dialogue with the customer, and not system navigation."

#contactcenterworld, @Five9

Posted by Veronica Silva Cusi, news correspondent

About Five9:
Company LogoFive9 is a provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating approximately three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud. Five9 provides businesses reliable, secure, compliant and scalable cloud contact center software designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results.
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Today's Tip of the Day - Avoid The “Knee Jerk” Reaction

Read today's tip or listen to it on podcast.

Published: Thursday, May 11, 2023

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2023 Buyers Guide Business Continuity


CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)


VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.

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