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Industry Research : Positive Customer Service Experiences is the Key to Success this Holiday Season

#contactcenterworld, @Five9

Five9, Inc. (NASDAQ: FIVN), a provider of cloud software for the enterprise contact center market,  announced the findings of the inaugural Five9 Customer Service Index, conducted by Zogby Analytics, which found that consumer savviness and the need for businesses to increase customer retention has increased the focus on customer experience as a top business priority.

The Five9 Customer Service Index, the result of two recent surveys, targeted at business decision makers and consumers, respectively, highlights the importance of leveraging customer data to create positive consumer experiences. This is driving organizations to rethink their processes and undertake various Digital Transformation initiatives.

Respondents to the business survey overwhelmingly agreed that, in today’s competitive business environment, customer satisfaction is directly tied to customer retention and to overall revenue growth. In fact, customer satisfaction was ranked as the most critical factor in customer service, with more than 90 percent of business respondents ranking it as very important. Consumers agreed; nearly all consumers (96 percent) said a positive customer experience is a factor in whether they will make a future purchase with a company.

Using past purchase history and buying behavior to better serve customers is a large driver of many organizations’ digital transformations. While some uses of customer data can be viewed as invasive, more than three-fourths (77 percent) of consumers said they welcome companies analyzing their past purchase history if it means they will receive a more efficient interaction. More than 81 percent of respondents in each of the three consumer age groups surveyed (Millennials, Generation X and Baby Boomers), said they have high expectations regarding how quickly customer service is provided.

"As we approach Black Friday and Cyber Monday, businesses are realizing that discounts are not always enough to complete a sales transaction," said Dan Burkland, EVP Global Sales & Services, Five9. "With so many shopping options these days, consumers are quick to take their business elsewhere when their expectations are not met. Having insights into how businesses and consumers perceive customer service allows us to help our customers and partners provide an improved experience and ultimately become more financially successful."

"Given the sophistication of buyers today, customer service has become a strategic imperative for growth and for retention," said Jim Lundy, CEO and Lead Analyst at Aragon Research. "Taking action now to guarantee positive customer experiences will ensure a competitive advantage over those who don’t prioritize such initiatives."

Among the other findings in the Five9 Customer Service Index:

Part I (business decision makers):

- 56 percent of business decision makers monitor customer satisfaction on a weekly basis, while nearly one-third (29 percent) monitor it daily.

- Nearly all (95 percent) respondents said that customer experience is important for the retention of their customers, with nearly three-quarters (73 percent) perceiving it as very important.

- Large enterprises with annual revenues greater than $250 million viewed streamlining operations as a much more important component of a Digital Transformation initiative than smaller enterprises, with 60 percent of respondents from large organizations ranking this as important.

Part II (consumers):

- When deciding whether to do business with a company, respondents are most influenced by pricing (91 percent), followed closely by a great customer experience (89 percent) and fast customer service (83 percent).

- A bad experience drives away customers - 77 percent responded they will not do business with a company where they had a bad customer service experience.

- Great customer service is most important to women - 92 percent of women, compared to 85 percent of men, stated that great customer service is important when determining whether to do business with a retailer.

About the Five9 Customer Service Index

The Five9 Customer Service Index is an annual report that focuses on the views of business decision makers and consumers on the state of customer service, support and engagement. This report provides competitive insight into how business executives view and value customer engagement.

Survey Methodology

The Five9 Customer Service Index is the result of two surveys conducted by Zogby Analytics. The first polled more than 250 U.S. business decision makers in Financial Services, Healthcare, Retail and Education, and assessed their views of the role customer service plays in various business considerations. Enterprises surveyed had, on average, more than 1,000 employees and one-third had revenues of at least $250 million. Part two polled 1,138 U.S. adults who ranged in age from late teens (18) to retired workers in their 70s. The survey asked consumer respondents to rate the importance of different factors related to customer service and loyalty.

#contactcenterworld, @Five9

Posted by Veronica Silva Cusi, news correspondent
Source: Five9

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 - How To Choose Speech Recognition

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

Published: Thursday, November 23, 2017

Printer Friendly Version Printer friendly version

2021 Buyers Guide Inbound Call Handling Services


2Ring Gadgets for Cisco Finesse
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.

Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
(read more)
PH: +1 (916) 426-3790


Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.


Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

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

Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
PH: 07973640527

Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +61 7 5660 6284

MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

OpsTel Services

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 Performance Monitoring
PH: 1+480-435-9390


VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk
PH: 0217991445

Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.

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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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