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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."

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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 - Customer Feedback

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

Published: Tuesday, May 25, 2021

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2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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