Five9 Wins Workforce Innovation Award

Five9 has announced its Workforce Engagement Management (WEM) solution has been awarded “Workforce Innovation of the Year” at the 2024 Customer Contact Week (CCW) Excellence Awards in Las Vegas, NV.

The Customer Contact Week (CCW) Excellence Awards recognize the most innovative companies and top-performing executives for their extraordinary contributions to the customer contact industry.

Five9 Workforce Engagement Management (WEM) outranked 7 vendor finalists with its ability to easily integrate comprehensive workforce management and quality management data with the most popular CRM systems (including Oracle Service Cloud, Salesforce, ServiceNow, and Zendesk), into a single platform.

Its advanced analytics capabilities provide actionable insights, enabling businesses to make data-driven decisions to streamline operations, optimize agent performance, and accelerate overall customer satisfaction by delivering exceptional experiences consistently.

“Today’s consumers expect personalized experiences across all touchpoints. To meet evolving needs, businesses must future-proof their CX strategy by leveraging real-time technology to optimize operations, enhance workforce engagement, and ultimately elevate the overall customer experience,” said Niki Hall, CMO, Five9.

“This recognition validates Five9’s commitment to advance CX and drive meaningful innovation for our customers.”

Also coinciding with Customer Contact Week (CCW) this week, Five9 announced the next step in its collaboration with Salesforce, focused on delivering joint AI-powered solutions to improve customer experiences (CX) in the contact centre.

The latest release of Five9 for Service Cloud Voice with Partner Telephony combines Salesforce Einstein with Five9’s suite of AI solutions to empower agents to better service customer requests, improve contact centre management’s understanding of the overall health of operations, and provide customer resolutions that exceed expectations.

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

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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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