Five9, a provider of intelligent cloud contact centres, has announced 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 analysed 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 centre 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 centres 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.”
This blog post has been re-published by kind permission of Five9 – View the original post
To find out more about Five9, visit their website.