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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 - Simplicity, Simplicity, Simplicity!

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

Published: Wednesday, May 5, 2021

Printer Friendly Version Printer friendly version

2022 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
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.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

5.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

6.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions

7.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

8.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

9.) 
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.

10.) 
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.

11.) 
The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial
 

About us - in 60 seconds!

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