ICC Provider Five9 Recognized Among Aragon Leaders

Let’s face it; consumer expectations for contact center interactions are high. Contact centers meet these expectations, for the most part, by providing users access to information or the purchasing of consumer goods is seamless and easy through the use of social media, internet searches, ecommerce sites, virtual assistants and other digital solutions.

Consumers have their issues resolved quickly and efficiently, but they expect nothing less with these new high expectations. Now, intelligent contact center providers are integrating conversational AI technology into their product offerings. Conversational AI technology in the form of intelligent virtual agents enables ICC providers to offer self-service access to IVAs that are capable of independently solving customer issues in a true omnichannel fashion.

The Aragon Research Globe for Conversational AI in the ICC takes a look at the strengths and challenges of vendors as they pertain to the contact center stack. In the report, Five9 is named a leader for its strengths in omnichannel, no-code IVA development, full support for digital and voice channels as well as the ability to provide real-time information to help live agents handle calls.

“Five9 is honored to be identified as a leader,” said Callan Schebella, EVP, Product Management, Five9. “This acknowledgement reflects the success of our vision to deliver solutions that make AI persistent throughout the customer and agent experience, along with tools that make it easier for contact center teams to build, deploy, train and derive insights from the AI and the data that feeds it.”

Five9’s investment in AI and cloud operations is shown in its new capabilities that help businesses deliver more engaging and unified customer journeys across digital and voice channels and between virtual and live agents.

These features include rich media for digital and voice channels, multi-modal engagement capabilities, real-time language translation, enhanced developer tools for Five9 IVA Studio users and integrated analytics to optimize interactions.  

Further proof of Five9’s investment in AI and cloud operations expands into Europe with its new European research and development hub located in Porto, Portugal.

“Five9’s focus on its IVA platform, market expansion into Europe and white glove implementation service are helping it continue to win new customers and retain existing ones,” said Jim Lundy, CEO of Aragon Research.