Five9 Earns Metrigy MetriStar Award Related Articles Five9 Earns Metrigy MetriStar Top Provider Award NICE Workforce Optimization Recognized by Metrigy Research Five pointers to improving customer experiences Workforce Management vs Workforce Optimization – What’s the Difference? © sergign - Adobe Stock - 135053113 Filed under - Contact Centre News, Five9 Five9, a provider of intelligent cloud contact centres, has announced that it has received the Metrigy MetriStar Top Provider award for Workforce Optimization (WFO) Platforms. The MetriStar award is based on both customer ratings and quantitative metrics correlating the use of a vendor’s products and services with measurable business success. The Top Provider award recognizes vendors that have achieved above-average customer sentiment ratings and high business success for their customers. “With a total of 19 WFO providers rated, the MetriStar in this category was very competitive and speaks to the solid experiences companies have using Five9’s platform,” said Robin Gareiss, CEO and principal analyst at Metrigy. “Companies are measuring significant improvements in revenue, costs, customer ratings, and agent productivity with WFO, which explains why nearly 55% of companies added more applications to their portfolios in 2020.” Metrigy interviewed or surveyed more than 500 CX, IT, and business leaders and analysed data and qualitative commentary on adoption, drivers, technology partners, costs, and business success for WFO applications. Research participants provided data on before-and-after changes in business metrics and rated providers in several areas. Five9 received above average ratings in effectiveness at improving agent experience; response time to problems and questions; analytics capabilities; and overall AI capabilities. Earlier this year, Five9 introduced a new set of capabilities that provide key integrations between Five9 WFO and the Five9 Intelligent Cloud contact centre platform so that customers have a more seamless and integrated user experience. In addition to improvements in the user experience for agents and supervisors alike, the new capabilities also introduced vital reporting and analytics that help ensure the overall quality of the customer experience, and help supervisors to motivate and engage agents wherever they work. “The employee experience forms the foundation for delivering great CX,” said Mike Bourke, Five9 Senior Vice President of Product Management. “It’s important for contact centres to have the right tools in place to support their agents, especially as businesses have indicated that they will continue with a work-from-home or hybrid model. “We are proud to receive the MetriStar Top Provider award, and it underscores our commitment to helping enterprises reimagine CX by empowering their agents to drive results from anywhere.” 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 provides end-to-end solutions with omnichannel routing, analytics, WFO, and AI to increase agent productivity and deliver tangible business results. Find out more about Five9 Author: Five9 Published On: 27th May 2021 - Last modified: 1st Jun 2021 Read more about - Contact Centre News, Five9 Recommended Articles Five9 Earns Metrigy MetriStar Top Provider Award NICE Workforce Optimization Recognized by Metrigy Research Five pointers to improving customer experiences Workforce Management vs Workforce Optimization – What’s the Difference? Related Reports White Paper: Cloud-to-Cloud Migration Has Never Been Easier eBook: Empower Your Agents with AI Webinar Replay: 5 Clever Ways to Improve Your Service Levels eBook: Customer Success Stories 2024 Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter