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News : Five9 Launches CX Maturity Model to Guide Enterprises through the Next Era of Digital Transformation

#contactcenterworld, @Five9

San Ramon, CA, USA, May 3, 2021 -- Five9, Inc. (NASDAQ: FIVN), a provider of the intelligent cloud contact center, announced the launch of the Five9 Customer Experience (CX) Maturity Model, a framework to help enterprises chart a path to digital customer experience maturity. Developed with input from contact center analysts, and experience from customer deployments, the model allows organizations to assess their current maturity level, map out transformation goals and embrace incremental levels of sophistication to reimagine CX and realize results in a rapidly changing marketplace.

"Improving customer experience is the top driver of digital transformation initiatives, which have been greatly accelerated by the COVID-19 pandemic," said Sheila McGee-Smith, founder and principal analyst at McGee-Smith Analytics, who advised Five9 during the development of the CX Maturity Model. "However, many businesses that invest in digital CX transformation face challenges in translating their best intentions into actions. It has become increasingly important for CX vendors to provide prescriptive tools that will help enterprises understand industry best practices, as well as where to begin their digital transformation journeys and how to make meaningful progress."

The Five9 CX Maturity Model defines three stages of CX maturity: Emerging, Evolving and Leading. For each maturity stage, the model explores the current state of customer experience using four main criteria: workforce; self-service customer engagement; contact center Intelligence; and contact center administration and infrastructure.

The CX Maturity Model capitalizes on Five9’s partnership with Blackchair and their CX Clarity Platform. This partnership delivers insight into enterprise CX and generates decision-grade data to drive the Maturity Model transformation planning.

"The growing rate of CCaaS innovation, alongside the need to quickly respond to new ways of working and new consumer needs and preferences driven by COVID-19, present a compelling business case for enterprises to rethink the way they plan and execute CX transformation," said Jason Owen, CEO of Blackchair. "Our experience shows that there is a significant opportunity to improve planning and accelerate transformation by contrasting how an organization performs each day to meet CX demand against their vision for CX, and focusing change efforts on the most relevant areas of the operation."

Genefa Murphy, CMO, Five9, adds, "It is essential for customers to understand the different drivers of CX maturity, where they are today and where they want to go. The Five9 CX Maturity Model will be a valuable resource for businesses as they look to transform CX from a cost center to a value driver that delights customers. Drawing on 20 years of experience helping businesses of all sizes across many different industries improve customer care, we are committed to being a trusted partner for enterprises that want to continue their CX evolution."

#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 - CRM Technology

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

Published: Wednesday, May 5, 2021

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2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
PH: +1 917 475 9200

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608

5.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
PH: 561-952-2600

6.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

7.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003

8.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 

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