#contactcenterworld, @Five9, @opusresearch
San Ramon, CA, USA, March 2, 2021 -- Five9, Inc. (NASDAQ: FIVN), a provider of the intelligent cloud contact center, announced that Five9 Inference Studio has been recognized as a leader in the 2021 Opus Research "Decision Makers’ Guide to Enterprise Intelligent Virtual Assistants" – with a perfect score for "Track Record" which Opus Research defines as covering market credibility, deployment strategy, reach and effectiveness, ability to show multiple deployments, operating history, coverage across verticals, references, and enterprise-scale maturity.
In the 2021 Decision Makers’ Guide, Opus presents a comprehensive assessment of enterprise-grade Intelligent Assistant solution providers. Analysts evaluated 13 firms to better understand enabling platforms and technology, integration points and scalability, track record and future vision for enterprise-scale conversational AI.
"The adoption of IVAs has increasingly accelerated as individuals seek efficient self-service options when interacting with the brands they choose," said Dan Miller, Lead Analyst and Founder of Opus Research, Inc. "We expect the market to continue to expand as enterprises across the globe step up investment in conversational virtual agents that improve their customer service offerings."
The report states: "Highest ratings go to firms with proven tools for non-technical personnel to define, build, train and maintain Intelligent Assistants with capabilities that recognize and respond to complex customer intents. Extra points go to tools that integrate ‘no-code’ or ‘low-code’ user interfaces."
"We believe that our leadership position showcases the accelerated adoption of cloud-based, self-managed IVA development platforms like Five9 Inference Studio," said Callan Schebella, Five9 Senior VP and General Manager and founder and CEO of Inference Solutions (now Five9). "Five9 Inference Studio is democratizing conversational AI technology for businesses of all sizes thanks to our IVA offering that enables non-technical business users to easily build and maintain natural language speech applications with code-free tools. We look forward to continue innovating in this space."
Posted by Veronica Silva Cusi, news correspondent
Five9 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.
About Opus Research:
Opus Research is a technology advisory and analysis firm providing critical insight on software and services that support multimodal customer care. Opus Research is focused on “Conversational Commerce,” the merging of intelligent assistant technologies, contact center automation, intelligent authentication, enterprise collaboration and mobile commerce.
Published: Wednesday, March 3, 2021
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