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Five9 Rated Highest in Overall Vendor Satisfaction Among Customers Surveyed by Industry Analyst DMG Consulting
Five9 earned 33 perfect scores out of a possible 34 and received the highest ratings across four overarching categories: vendor satisfaction, product
About this update from Five9, Inc.
[{"type":"text","content":"\nFive9 earned 33 perfect scores out of a possible 34 and received the highest ratings across four overarching categories: vendor satisfaction, product features, platform features, and Workforce Optimization (WFO) / Workforce Engagement Management (WEM) capabilities.\n\n SAN RAMON, Calif.--(BUSINESS WIRE)--\nFive9, Inc. (NASDAQ: FIVN), a leading provider of the intelligent cloud contact center, today announced that it received the highest overall vendor satisfaction score in the DMG Consulting 2021/2022 Cloud-Based Contact Center Infrastructure Product and Market Report.\n\nEvery year, DMG Consulting conducts independent customer satisfaction surveys to identify market trends and measure end-user satisfaction with cloud-based contact center infrastructure (CBCCI) vendors, their products, professional services, support, training, and innovation. The satisfaction ratings are calculated by averaging the scores provided by customers in each category, using a point scale ranging from 1 (not satisfied) to 5 (completely satisfied).\n\nFive9 earned 33 perfect scores out of a possible 34, and received the highest ratings across four overarching categories: vendor satisfaction, product features, platform features, and Workforce Optimization (WFO) / Workforce Engagement Management (WEM) capabilities.\n\n“Enterprises are the winners in the CBCCI vendor differentiation battle,” said Donna Fluss, President of DMG Consulting. “The cloud-based contact center infrastructure vendors have hit their stride by giving enterprises what they want – the agility to meet the dynamic omni-channel needs of their customers on an inbound and outbound basis.”\n\nThe Five9 Intelligent Cloud Contact Center provides native omni-channel capabilities that include global voice service; intelligent virtual agents (IVAs) for voice and digital channels; email; chat; social media; messaging (WhatsApp, Twitter DM, Facebook Messenger); and SMS. The Five9 platform also natively provides WFO/WEM capabilities including call/screen recording and quality management; knowledge management, desktop analytics, gamification; and historical and real-time interaction analytics. These capabilities are critical as contact centers grapple with the Great Resignation. Five9 also provides WFO/WEM capabilities through its partner network, which includes industry leader Verint.\n\nIn additio...