2021 Aragon Research Globe Names Five9 a Leader

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Five9 has announced that it has been named a Leader in the 2021 Aragon Research Globe for intelligent contact centres. This recognition marks the fourth consecutive year Five9 has achieved a leadership position in the report.

The Aragon Research Globe for intelligent contact centres (ICCs) evaluated 15 contact centre providers based on three dimensions: strategy, performance, and reach.

The report notes that providers positioned as Leaders have comprehensive strategies that align with industry direction and market demand, and effectively perform against those strategies.

Aragon Research analysts positioned Five9 higher than any other vendor on the Strategy scale, listing as strengths its cloud offering, inbound and outbound focus, and omnichannel features, among others.

“We are in the midst of a profound shift in the intelligent contact centre market, where conversational AI is becoming a must-have capability,” said Jim Lundy, founder and CEO of Aragon Research.

“Five9 has made AI and automation part of its core product strategy, and with a strong focus on innovation and international expansion, the company is well positioned for continued growth and market leadership.”

Five9 saw exceptional double-digit growth over the last 12 months as it expanded its global footprint and pushed further into conversational AI with the acquisition of intelligent virtual agent provider (IVA) Inference Solutions and into the automation space with the acquisition of Whendu.

Five9 now offers native conversational AI capabilities and can provide IVAs to enterprises that have third-party contact centre platforms – whether on premise or in the cloud.

Five9 also provides its own workforce engagement management (WEM) offering based on the acquisition of Virtual Observer in early 2020. While it continues to partner with other WEM providers, enterprises can now get a complete ICC solution with the Five9 platform.

In addition to the integration with Salesforce, Five9 offers CRM integrations with Microsoft, Oracle, Zendesk, Kustomer and ServiceNow. It also offers UC integrations with providers such as Zoom, Microsoft Teams, Mitel, and Nextiva.

The company’s white glove implementation service continues to help it win new and retain existing customers, and its large eco-system of partners continues to grow.

“We believe that being identified as a Leader for the fourth straight year is a reflection of our customer-first focus and commitment to innovation,” said Callan Schebella, EVP of Product Management at Five9.

“We are honoured to be identified as a Leader by Aragon Research once again, as we continue to advance the Five9 Intelligent Cloud Contact Centre to help enterprises reimagine their customer experience and realize results.”

For more information about Five9 - visit the Five9 Website

About Five9

Five9 Five9 provides end-to-end solutions with omnichannel routing, analytics, WFO, and AI to increase agent productivity and deliver tangible business results.

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Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Author: Five9

Published On: 17th Jul 2021 - Last modified: 20th Jul 2021
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