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News : Five9 Earns Metrigy MetriStar Top Provider Award for Workforce Optimization Platforms

#contactcenterworld, @Five9

San Ramon, CA, USA, May, 2021 -- Five9, Inc. (NASDAQ: FIVN), a provider of the intelligent cloud contact center, announced that it has received the Metrigy MetriStar Top Provider award for Workforce Optimization (WFO) Platforms.

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, @Five9

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


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 - Have Some Fun

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

Published: Tuesday, May 25, 2021

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2024 Buyers Guide Telecoms

 
1.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

2.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

3.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
 

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