Business
Five9 Announces the Winners of its Third Annual Reimagine CX Awards
The awards celebrate organizations that are delivering real customer and employee experience results through the evolution of cloud, AI, analytics,
About this update from Five9, Inc.
[{"type":"text","content":"\nThe awards celebrate organizations that are delivering real customer and employee experience results through the evolution of cloud, AI, analytics, empathetic service and the Five9 partner ecosystem.\n\n\n SAN RAMON, Calif.--(BUSINESS WIRE)--\nFive9, Inc. (NASDAQ: FIVN), the Intelligent CX Platform provider, today announced the winners of its third annual Reimagine CX (Customer Experience) Awards. These awards recognize organizations that are using Five9 solutions to improve business outcomes and deliver a more personalized, joyful customer, agent, partner and employee experience.\n\n\nFive9 customers were nominated across six categories, and each nominee was considered for the Best Overall Award. Liz Miller, Vice President and Principal Analyst at Constellation Research; and Evan Kirstel, B2B TechFluencer served as independent industry judges for the awards. The winners were announced during the opening keynote at Five9 CX Summit, taking place through August 17 at the Aria Resort & Casino in Las Vegas. They are:\n\n\nWebjet Limited - WebBeds & Webjet OTA, Increase Business Agility with Cloud Award: This customer embarked on the search for a new solution across their group due to significant challenges with its on-premises provider. Their existing solutions were extremely complex to manage, as the company was experiencing significant growth—expanding in over 30 sites in 27 countries. One of their major pain points was the lack of flexibility in customizing their IVR system. This was hindering their ability to deliver a personalized experience to customers. They were operating a 24/7/365 contact center, servicing more than 30 languages, and 3000+ back-office users. With the Five9 platform, in a 3-month period, they reduced their abandon rate from 17% to 7% and increased their SLAs from 55% to 83%. WebBeds & Webjet OTA can now analyze their calls in greater detail, allowing them to see call patterns and view historical data to spot trends and seasonal patterns.\n\n\nCentral Bank, Scale with AI & Automation Award: This winner was on a digital transformation journey focused on providing a consistent, joyful, and cohesive self-service experience. Previously, in the IVR, their customers were forced to choose from limited options which often meant choosing one that didn’t really address their specific intent. By deploying an IVA, the...