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News : Five9 Rated Highest in Overall Vendor Satisfaction Among Customers Surveyed by Industry Analyst DMG Consulting

#contactcenterworld, @Five9, @DMGConsultLLC

San Ramon, CA, USA, Dec, 2021 -- Five9, Inc. (NASDAQ: FIVN), a provider of the intelligent cloud contact center, announced that it received the highest overall vendor satisfaction score in the DMG Consulting 2021/2022 Cloud-Based Contact Center Infrastructure Product and Market Report.

Every year, DMG Consulting conducts independent customer satisfaction surveys to identify market trends and measure end-user satisfaction with cloud-based contact center infrastructure (CBCCI) vendors, their products, professional services, support, training, and innovation. The satisfaction ratings are calculated by averaging the scores provided by customers in each category, using a point scale ranging from 1 (not satisfied) to 5 (completely satisfied).

Five9 earned 33 perfect scores out of a possible 34, and received the highest ratings across four overarching categories: vendor satisfaction, product features, platform features, and Workforce Optimization (WFO) / Workforce Engagement Management (WEM) capabilities.

"Enterprises are the winners in the CBCCI vendor differentiation battle," said Donna Fluss, President of DMG Consulting. "The cloud-based contact center infrastructure vendors have hit their stride by giving enterprises what they want – the agility to meet the dynamic omni-channel needs of their customers on an inbound and outbound basis."

In addition to the high product features and vendor satisfaction ratings found in DMG’s survey, Five9 Professional Services also achieved an average Net Promoter Score (NPS) of +90. This measures the likelihood of customers and partners to recommend Five9 after Professional Services deployment engagement for the preceding quarter.

"At Five9, everything we do begins and ends with our customers, their needs and our joint vision," said Genefa Murphy, Five9 CMO. "The fact that our customers recognize the positive attributes of our product and professional services is great to see. It speaks to the fact that Five9 thoroughly believes in partnering with our customers to successfully deploy technologies and maximize the value they get from their Five9 investment over time. We are committed to helping them succeed and reimagine their CX through the contact center."

#contactcenterworld, @Five9, @DMGConsultLLC

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 DMG Consulting LLC:
Company LogoDMG Consulting LLC is a strategic advisor to companies large and small. The company mission is to leverage technology, process and people to optimize operational efficiency, sales and profits for its clients. The actionable strategies and tactics effect change in internal process and technology to maximize the return from all customer-facing activities - sales, marketing and customer service. The company methodology includes in-depth analysis of all processes, systems and staff that touch customers.
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Today's Tip of the Day - Where The System Breaks Down

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Published: Monday, December 13, 2021

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2024 Buyers Guide Visual Communications

 
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Premium Listing
SJS Solutions

Optymyse - Digital Employee Engagement
Optymyse is a completely new way to empower, engage, motivate and retain your contact centre, call center and helpdesk agents. Optymyse is a unique neuroscience-based approach which takes care of your most valuable asset - your people and is focussed on improving mental health, wellness, wellbeing, motivation, happiness and reducing stress in the workplace.


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Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
 

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