Five9 Announces Inaugural CX Bracket Challenge Results
Five9, (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.
Participants 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.
The 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.
Based on the collective wisdom of the crowd, the results of the CX Bracket Challenge are:
"What you are looking at here is an evolution of contact center priorities," said Zeus Kerravala, founder and principal analyst at ZK Research. "While omni-channel is important, with the rise of AI and agent workflows, there is a real focus on agent experience. I think this industry used to only think of customer experience but now are starting to think more about agent experience."
The CX Bracket Challenge's also included a prize draw to win a donation to the participant's university of choice. Selected at random, the grand prize winner is Zach Treadway of the nation's leading rooftop solar contractor. Five9 will donate $10,000 to Treadway's university of choice, Penn State.
Five9 also congratulates Scott McIntyre of Infinite Green Consulting for choosing the "winning bracket" of priorities.
Explaining his bracketology logic, McIntyre said, "While omni-channel solutions give customers an easy way to interact, it makes the agent's experience even more complex. CX is nothing without the ability for the agent to connect with the customer during every interaction. Automation and AI tools on their workstation enable the agent to focus on the dialogue with the customer, and not system navigation."
Five9 will fully reveal the results of the CX Bracket Challenge, on May 11, 2023, in a webinar featuring Kerravala and Jim Lundy, founder and CEO at Aragon Research, as well as Philip Files, SVP solutions consultant at Five9, discussing the outcomes and what they could potentially mean for contact centers as we continue to see challenges arise in 2023. Register for the webinar here. It will also be available on demand.
To learn more visit Five9.com
The Five9 Intelligent CX Platform provides a comprehensive suite of solutions for orchestrating fluid customer experiences and empowering agents. Our cloud-native, multi-tenant, scalable, reliable and secure platform includes contact center; omni-channel engagement; Workforce Engagement Management; extensibility through more than 1,000 partners; and innovative, practical AI, automation and journey analytics that are embedded as part of the platform. Five9 brings the power of people, partners and technology to more than 2,500 organizations worldwide. Through this combination, Five9 supports customer needs from Day 1 to forever and delivers on our customer commitment: "We keep our CX promise, so you can keep yours."
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