Five9 a Leader for Conversational AI in the ICC

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Filed under - Contact Centre News,

Five9 has been named a leader in the second annual Aragon Research Globe for Conversational AI in the Intelligent Contact Centre (ICC) 2024.

The Globe identified Five9 for its strengths, notably its growing range of offerings like Intelligent Virtual Agent (IVA), Agent Assist, and AI Insights.

AI offerings provide better customer experiences, with improved self-service capabilities, as well as better agent experiences, with intelligence and automation to deliver better business outcomes.

Aragon acknowledged Five9 for its commitment to personalization through cutting-edge AI, automation, and journey analytics seamlessly embedded within the platform.

These innovative tools not only enhance operational efficiency but also enable the creation of uniquely tailored, AI-driven interactions, bringing a personalized touch to every facet of the CX journey.

The Five9 Intelligent CX Platform stands at the forefront of customer engagement, offering a suite of solutions designed to connect seamlessly with customers across their preferred channels.

More than just a platform, it is an AI-driven catalyst for transformation, surfacing deep, actionable insights into contact centre performance, and elevating businesses by enabling personalized experiences.

“Five9 is honored to be identified as a leader in this 2024 Conversational AI report,” said Jonathan Rosenberg, CTO and Head of AI at Five9.

“We appreciate this acknowledgement to our commitment to successful delivery of an AI-powered Intelligent contact centre, providing enterprises a disruptive and powerful set of capabilities to dramatically improve the agent and customer experience.”

The report covers 20 major providers in the conversational AI market and specifically reviews their conversational AI offerings as well as trends Aragon Research sees in 2024 and beyond.

“We believe AI is a critical enabler of customer experience. Five9 has real conversational AI because they invested early with the strategic acquisition of Inference Solutions,” said Jim Lundy, Founder and CEO of Aragon Research.

“Five9’s native capabilities and technology with IVA, is a competitive advantage in the CCaaS industry and reinforces their commitment to AI.”

Five9 also recently earned the Innovation Award for Intelligent contact centres from Aragon Research.

The Aragon Research award recognizes providers leveraging visionary use of technology to not only adapt as markets change, but to actively disrupt and inform how their markets will evolve.

Five9 was formally presented with the award on December 5th, 2023, at Transform 2023, the annual Aragon Research awards ceremony.

This blog post has been re-published by kind permission of Five9 – View the Original Article

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: 9th Feb 2024
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