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Five9 Earns Metrigy MetriStar Top Provider award for Workforce Optimization Platforms
21 May, 2021
SAN RAMON, CA - May 20, 2021 - Five9, Inc. (NASDAQ: FIVN), a leading provider of the intelligent cloud contact center, announced today that it has received the
Metrigy
MetriStar
Top Provider award
for
Workforce Optimization (WFO) Platforms.
The
MetriStar
award is based on both customer ratings and quantitative metrics correlating the use of a vendor’s products and services with measurable business success. The Top Provider award recognizes vendors that have achieved above-average customer sentiment ratings and high business success for their customers.
“With a total of 19 WFO providers rated, the
MetriStar
in this category was very competitive and speaks to the solid experiences companies have using Five9’s platform,” said Robin
Gareiss
, CEO and principal analyst at
Metrigy
. “Companies are measuring significant improvements in revenue, costs, customer ratings, and agent productivity with WFO, which explains why nearly 55% of companies added more
applications
to their portfolios in 2020.”
Metrigy
interviewed or surveyed more than 500 CX, IT, and business leaders and analyzed data and qualitative commentary on adoption, drivers, technology partners, costs, and business success for WFO applications. Research participants provided data on before-and-after changes in business metrics and rated providers in several areas. Five9 received above average ratings in effectiveness at improving agent experience; response time to problems and questions; analytics capabilities; and
overall
AI capabilities.
Earlier this year, Five9 introduced
a new set of capabilities
that provide key integrations between Five9 WFO and the Five9 Intelligent Cloud Contact Center platform
so that customers have a more seamless and integrated user experience
.
In addition to improvements in the
user experience for agents and supervisors
alike
,
the new capabilities also
introduced
vital reporting and analytics that help ensure the
overall
quality of the customer experience, and
help supervisors to
motivate and engage agents wherever they work.
“The employee experience forms the foundation for delivering great CX,” said
Mike Bourke
, Five9 Senior Vice President of Product Management. “It’s important for contact centers to have the right tools in place to support their agents, especially as businesses have indicated that they will continue with a work-from-home or hybrid model. We are proud to receive the
MetriStar
Top Provider award, and it underscores our commitment to helping enterprises reimagine CX by empowering their agents to drive results from anywhere.”
To download a reprint of selected content from the
Metrigy
MetriStar
report on WFO platforms,
click here
.
About Five9
Five9 is an industry-leading provider of cloud contact center solutions, bringing the power of cloud innovation to more than 2,000 customers worldwide and facilitating billions of call minutes annually. The Five9 Intelligent Cloud Contact Center provides digital engagement, analytics, workflow automation, workforce optimization, and practical AI to create more human customer experiences, to engage and empower agents, and deliver tangible business results. Designed to be reliable, secure, compliant, and scalable, the Five9 platform helps contact centers increase productivity, be agile, boost revenue, and create customer trust and loyalty.
For more information, visit
www.five9.com.
