Ovum Names Five9 as a Leader in Decision Matrix for Selecting a Multichannel Cloud Contact Center Solution
January 18 2018 - 8:09AM
Business Wire
Five9, Inc. (NASDAQ: FIVN), a leading provider of cloud software
for the enterprise contact center market has been recognized as a
Leader in Ovum’s Decision Matrix for Selecting a Multichannel Cloud
Contact Center Solution. Five9 received the highest recognition
rating from customers compared to the other cloud contact center
vendors in the report. Five9 also received the highest technology
rating of all vendors in multichannel cloud contact center.
“It is an honor to be recognized as a Leader in Ovum’s Decision
Matrix report,” said Dan Burkland, President, Five9. “We are
especially proud to receive the highest recognition rating from the
customers surveyed. It reinforces the value and partnership we
provide to our customers as a provider of secure, reliable and
innovative cloud contact center technology.”
Ovum cites that the next step in Five9’s “evolution from call
center to contact center to customer engagement center” is to
become a Global Engagement Center following Five9’s July 2017
announcement. Ovum adds that the next phase for Five9’s product
development “will fuel its ability to grow worldwide by enhancing
its posture with global voice capabilities using regional points of
presence, single ACD global routing, and UTF-8 character coding to
enable double-byte character support to accommodate any
language.”
In Ovum’s customer feedback assessment, Five9 customers in
general rated the company highly. The report states, “Clearly,
Five9 customers appear to be very happy with their vendor. Five9
customers in general rated the company well above average and at or
near the top of categories such as usability, hosting reliability,
product quality, customization, deployment time, and ease of
integration.” Ovum also cites that “Five9's market impact scores
are also well above average in terms of revenues and vertical
reach.”
“The penetration of cloud-based contact center solutions into
the contact center market is growing dramatically as enterprises
continue to acquire new customer engagement solutions or replace
their existing premises-based contact centers,” said Ken Landoline,
Principal Analyst, Ovum Research. “In today's competitive
marketplace, it is crucial that contact centers add new and
advanced services regularly to ensure that agents are able to
respond to customer inquiries from across voice, web, and mobile
platforms to make interactions smoother and improve resolution
rates.”
The Ovum Decision Matrix reviews several of the leading cloud
contact center solutions, with particular emphasis on the ability
of providers to handle multichannel customer interactions and
connect with customer and company data through analytics.
Engage with us @Five9, LinkedIn, Facebook, Blog.
About Five9
Five9 is a leading provider of cloud software for the enterprise
contact center market, bringing the power of the cloud to thousands
of customers and facilitating approximately three billion customer
interactions annually. Since 2001, Five9 has led the cloud
revolution in contact centers, helping organizations transition
from legacy premise-based solutions to the cloud. Five9 provides
businesses reliable, secure, compliant and scalable cloud contact
center software designed to create exceptional customer
experiences, increase agent productivity and deliver tangible
business results. For more information
visit www.five9.com.
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Five9Gabrielle Targosz,
925-403-1199Gabrielle.Targosz@five9.comorSHIFT
CommunicationsJennifer Lopez, 415-591-8421Five9PR@shiftcomm.com
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