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News : Five9 Inference Studio Named a Leader in the 2021 Opus Research Decision Makers’ Guide to Enterprise Intelligent Virtual

#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."

#contactcenterworld, @Five9, @opusresearch

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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About Opus Research:
Company LogoOpus 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.
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Today's Tip of the Day - Ask How Can I Help..

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

Published: Wednesday, March 3, 2021

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2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

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.
PH: 01442 458300

2.) 
OpsTel Services

SPEED & PLUS
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)
PH: 1+480-435-9390

3.) 
Vads

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.
PH: 0217991445

4.) 
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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Join Calabrio May 5th at 10am GMT in our first annual CX quiz that tests—and rewards—your expertise in arguably the most important aim of contact centres. 1 hour + 16 questions + multiple discussions = An unforgettable experience. You and your fellow... Read More...
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