Five9 Announces Inaugural CX Bracket Challenge Results

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[{"type":"text","content":"\nTournament Challenge reveals top contact center priorities in 2023\n\n\n SAN RAMON, Calif.--(BUSINESS WIRE)--\nFive9, (NASDAQ: FIVN) a leading provider of the Intelligent CX Platform, announced today the results of its first CX Bracket Challenge, a novel approach helping to gamify the selection of top contact center priorities played by over 200 participants from across the industry.\n\n\nParticipants included contact center practitioners who lead contact centers of all sizes across different industries every day. The leading industries represented in the results are healthcare and financial services. Other participants included industry analysts, consultants and Five9 subject matter experts.\n\n\nThe challenge kicked off in March and ran through leading industry event Enterprise Connect. The four divisions of the bracket contained 16 priorities equally divided into the categories of the agent experience, customer self-service, contact center orchestration, and insights.\n\n\nBased on the collective wisdom of the crowd, the results of the CX Bracket Challenge are:\n\n\n\n#1 Priority: Automate Agent Workflows (The winning priority) - Automate work that agents must perform after an interaction (for example, a conversation) is completed, such as sending a message to a customer on the progress of their purchase.\n\n\n\n#2 Priority: Use Conversation Analytics (Top priority in insights and understanding of the customer) Analyze every captured customer interaction from voice and digital conversations to identify trends.\n\n\n\n#3 Priority: Improve System Integration (Top priority in contact center orchestration) Improve the integration of the contact center with other systems.\n\n\n\n#4 Priority: Automate Common Requests (Top priority in improving customer self-service) Use virtual agents to help customers reset passwords, open claims, file a service ticket, etc.\n\n\n\n“Five9 launched the CX Bracket Challenge to understand how contact center leaders manage competing priorities,” said Jeff Woodland, Director of Industry Marketing at Five9. “Businesses have settled into the new normal amid a 3-year pandemic and everyone is in a different place. Customers are digital first, impatient, and demand communications that are personalized and fluid across channels. Employees are also more demanding in their expectations and, if not met, they ...

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