SAN RAMON, Calif.–(BUSINESS WIRE)–Five9, Inc. (NASDAQ: FIVN), a leading provider of the intelligent cloud contact center, today 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.”
The Five9 Intelligent Cloud Contact Center provides native omni-channel capabilities that include global voice service; intelligent virtual agents (IVAs) for voice and digital channels; email; chat; social media; messaging (WhatsApp, Twitter DM, Facebook Messenger); and SMS. The Five9 platform also natively provides WFO/WEM capabilities including call/screen recording and quality management; knowledge management, desktop analytics, gamification; and historical and real-time interaction analytics. These capabilities are critical as contact centers grapple with the Great Resignation. Five9 also provides WFO/WEM capabilities through its partner network, which includes industry leader Verint.
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.”
For more information, read a reprint of selected content from the DMG Consulting 2021/2022 Cloud-Based Contact Center Infrastructure Product and Market Report.
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.
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Contacts
Five9
Allison Wilson
352-502-9539
Allison.wilson@five9.com
Author Information
As a detail-oriented researcher, Sherril is expert at discovering, gathering and compiling industry and market data to create clear, actionable market and competitive intelligence. With deep experience in market analysis and segmentation she is a consummate collaborator with strong communication skills adept at supporting and forming relationships with cross-functional teams in all levels of organizations.
She brings more than 20 years of experience in technology research and marketing; prior to her current role, she was a Research Analyst at Omdia, authoring market and ecosystem reports on Artificial Intelligence, Robotics, and User Interface technologies. Sherril was previously Manager of Market Research at Intrado Life and Safety, providing competitive analysis and intelligence, business development support, and analyst relations.
Sherril holds a Master of Business Administration in Marketing from University of Colorado, Boulder and a Bachelor of Arts in Psychology from Rutgers University.
