#contactcenterworld, @Five9, @Gartner_inc
San Ramon, CA, USA, Dec 7, 2020 -- Five9, Inc (NASDAQ: FIVN), a provider of the intelligent cloud contact center, announced that the company received the highest Product Scores in two of the Use Cases in the Gartner Critical Capabilities for Contact Center as a Service Report. The Five9 Intelligent Cloud Contact Center scored the highest in the North America and Agile Contact Center use cases, while also scoring in the highest 3 in the Customer Engagement Center and High-Volume Customer Call Center uses cases.
Gartner evaluated 13 Contact Center as a Service (CCaaS) vendors as part of the Critical Capabilities report, a companion report to the Gartner Magic Quadrant, offering a comparative analysis that scores competing products or services against a set of critical differentiators identified by Gartner.
According to Gartner, "this research evaluates CCaaS providers offering SaaS-based applications that enable customer service organizations to manage multichannel customer interactions holistically from both a customer-experience and employee-experience perspective."
Gartner identified 11 critical capabilities that are weighted for each of the five use cases. Gartner recommends that "application leaders should use the vendors scores given for each capability as part of an objective selection process."
"We are proud to have Five9 recognized for the enhancements we have made in digital engagement and workforce optimization – and think this is evident by our ranking in the customer Use Cases identified by Gartner," said Dan Burkland, Five9, President. "We feel that recognition like this fuels our commitment to innovating and enabling our customers to deliver extraordinary customer experiences."
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.
Gartner, Inc. is a research and advisory firm that helps more than 10,000 clients leverage technology to achieve business success. Gartner’s businesses consist of Research, Consulting, Measurement, Events and Executive Programs. Founded in 1979, Gartner has over 3,800 associates, including approximately 1,000 research analysts and consultants, in more than 75 locations worldwide.
Published: Tuesday, December 8, 2020
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