Five9, provider of the Intelligent CX Platform, 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.
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“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.”
Source: Businesswire
