Five9 named a Leader in 2024 IDC MarketScape for Contact Center-as-a-Service Applications Software
July 16 2024 - 9:00AM
Business Wire
Recognition comes as Five9 continues to advance
its AI capabilities, partner ecosystem and integrations
Five9, (NASDAQ: FIVN), provider of the Intelligent CX Platform,
today announced it has been named a Leader in the IDC
MarketScape: Worldwide Contact Center-as-a-Service (CCaaS)
Applications Software 2024 Vendor Assessment. The evaluation
was based on several criteria evaluating platform capabilities
including analytics, channels, artificial intelligence (AI),
integrations and more.
We believe this recognition underscores Five9’s commitment to AI
innovation in customer experience (CX). Five9 recently announced
GenAI Studio, an industry-first solution, that can serve as a
central hub to build, test, and monitor Generative AI applications,
and customize them for the contact center in just a few clicks.
Additionally, Five9 last month announced a new integration with
Salesforce with the latest release of Service Cloud Voice with
Partner Telephony. The integration combines Salesforce Einstein
with Five9’s suite of AI solutions to empower agents to better
service customer requests, improve contact center management’s
understanding of the overall health of operations, and help to
provide customer resolutions that exceed expectations.
“As part of the IDC MarketScape research, IDC found that Five9
is a good fit for companies looking to leverage AI and real-time
insights to drive operational efficiencies, agent performance, and
customer satisfaction,” said Mary Wardley, program vice president,
Customer Service and Contact Center at IDC. “Five9 delivers
effective AI capabilities across channels and its AI suite of
offerings is in a continuous development cycle, emphasizing its
ongoing commitment to innovation.”
“Leveraging AI to power the customer experience is critical for
today’s businesses to successfully deliver effortless, personalized
and connected omnichannel experiences,” said Mike Burkland, CEO,
Five9. “We believe that this recognition in the IDC MarketScape as
a Leader in CCaaS reinforces our strength in enabling businesses to
elevate the customer experience and drive better business
outcomes.”
Companies like Central Bank, The Estée Lauder Companies, and
others, trust Five9’s technology to deliver on their customer
experiences today.
For more information, download an excerpt of the IDC
MarketScape: Worldwide Contact Center as a Service (“CCaaS”)
Applications Software 2024 Vendor Assessment (doc #US52302923e,
June 2024) here.
About IDC MarketScape
IDC MarketScape vendor assessment model is designed to provide
an overview of the competitive fitness of technology and service
suppliers in a given market. The research utilizes a rigorous
scoring methodology based on both qualitative and quantitative
criteria that results in a single graphical illustration of each
supplier’s position within a given market. IDC MarketScape provides
a clear framework in which the product and service offerings,
capabilities and strategies, and current and future market success
factors of technology suppliers can be meaningfully compared. The
framework also provides technology buyers with a 360-degree
assessment of the strengths and weaknesses of current and
prospective suppliers.
About Five9
The Five9 Intelligent CX Platform provides a comprehensive suite
of solutions to engage with customers across their channel of
choice, empower managers with insights and intelligence into
contact center performance, and elevate your business to deliver
better business outcomes and Bring Joy to CX™. Our cloud-native,
scalable, and secure platform includes contact center; omnichannel
engagement; Workforce Engagement Management; extensibility through
more than 1,400 partners; and innovative, practical AI, automation,
and journey analytics that are embedded as part of the platform.
Five9 brings the power of people, technology, and partners to more
than 2,500 organizations worldwide. For more information, visit
www.five9.com.
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Media Contact Hannah Blackington Corporate Communications
Director Press@five9.com
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