Five9
Overview
Five9 is a leading provider of cloud-based contact center solutions, offering a comprehensive suite of products and services designed to enhance customer experience (CX) through the integration of artificial intelligence (AI) and cloud technology. The company focuses on delivering scalable, efficient, and innovative solutions that enable businesses to optimize their contact center operations and improve customer interactions.
Industry: Cloud Software
Ideal Customer Profiles: Five9's ideal customers are businesses ranging from small enterprises to large corporations that require robust contact center solutions. These businesses are typically in industries such as healthcare, financial services, retail, and telecommunications, and are looking to enhance their customer service capabilities through AI-driven, cloud-based platforms.
Website: five9.com
LinkedIn: http://linkedin.com/company/five9
Twitter: http://twitter.com/five9_inc?lang=en
Products
Genius AI
Genius AI is designed to integrate AI into customer experience (CX) processes, providing a step-by-step approach to implementing AI effectively. It focuses on responsible AI use and practical applications, ensuring seamless integration with human interactions.
Features
Data Capture and Enrichment
Description: This feature allows businesses to collect and enhance data from various customer interaction points, providing a comprehensive view of customer behavior and preferences.
Benefit: Enables businesses to make informed decisions based on enriched customer data, leading to improved customer interactions.
Insight and Recommendations
Description: Provides actionable insights and recommendations derived from customer data, helping businesses to optimize their operations and customer service strategies.
Benefit: Helps businesses to improve decision-making processes and enhance customer satisfaction.
AI Model Configuration
Description: Allows businesses to tailor AI models using contextual data, ensuring that AI-driven interactions are relevant and personalized.
Benefit: Enhances the personalization of customer interactions, leading to better customer experiences.
Personalized Experience Delivery
Description: Focuses on delivering customized customer experiences that align with business goals, using AI-driven insights and data.
Benefit: Improves customer satisfaction and loyalty by providing tailored experiences.
Custom AI Roadmap
Description: Helps businesses to develop a strategic AI implementation plan, avoiding common pitfalls and ensuring successful integration.
Benefit: Ensures a smooth and effective AI integration process, maximizing the benefits of AI technology.
Intelligent CX Platform
The Intelligent CX Platform offers a unified, cloud-based solution that integrates AI and automation to streamline customer interactions across multiple channels, enhancing both customer and employee experiences.
Features
Omnichannel Integration
Description: Enables businesses to provide consistent and seamless customer experiences across various communication channels, such as voice, chat, and email.
Benefit: Improves customer satisfaction by ensuring a unified experience regardless of the channel used.
Self-Service Capabilities
Description: Offers customers the ability to manage their interactions through self-service options, reducing the need for direct agent involvement.
Benefit: Increases efficiency and reduces operational costs by minimizing the need for live agent support.
Cost Optimization and Workflow Streamlining
Description: Focuses on reducing operational costs and improving workflow efficiency through automation and intelligent resource management.
Benefit: Enhances overall business efficiency and profitability.
Agility and Flexibility
Description: Provides a flexible and adaptable platform that can quickly respond to changing customer needs and market demands.
Benefit: Ensures that businesses remain competitive and responsive to customer expectations.
Growth and Impact
Description: Supports business growth and positive impact by enhancing customer and employee experiences through innovative technology solutions.
Benefit: Drives business success and customer loyalty through improved experiences.
Intelligent Virtual Agents (IVA)
Five9's Intelligent Virtual Agents (IVA) leverage AI to automate customer interactions, providing efficient and effective self-service options that enhance customer satisfaction and reduce operational costs.
Features
Communication and Workflow Efficiency
Description: IVAs are designed to improve communication efficiency and streamline workflows by handling routine customer inquiries and tasks.
Benefit: Reduces the workload on human agents, allowing them to focus on more complex issues.
Customer Experience Insights
Description: Utilizes insights from real customer experiences and surveys to continuously improve IVA performance and effectiveness.
Benefit: Ensures that IVAs are constantly evolving to meet customer needs and expectations.
Industry-Specific Solutions
Description: Offers tailored IVA solutions for specific industries, such as healthcare, to address unique industry challenges and requirements.
Benefit: Provides industry-specific benefits, improving the relevance and effectiveness of IVAs.
Enhanced Communication Experience
Description: Focuses on improving the overall communication experience for customers by providing quick and accurate responses through IVAs.
Benefit: Increases customer satisfaction by providing efficient and effective service.
Workflow Efficiency
Description: Enhances workflow efficiency by automating routine tasks and interactions, freeing up human agents for more complex tasks.
Benefit: Improves operational efficiency and reduces costs.
Workforce Engagement Management (WEM)
WEM solutions from Five9 are designed to enhance employee engagement and performance through advanced analytics, quality management, and gamification, leading to improved customer service outcomes.
Features
Performance Boosting
Description: Focuses on improving employee performance through targeted training and development programs.
Benefit: Enhances employee productivity and service quality.
Remote Work Enablement
Description: Provides tools and solutions that enable employees to work effectively from any location, supporting remote and flexible work arrangements.
Benefit: Increases employee satisfaction and retention by offering flexible work options.
Comprehensive Management Tools
Description: Offers a suite of tools for managing and analyzing employee performance, including interaction recording and analytics.
Benefit: Improves management oversight and decision-making through detailed performance data.
Strategic Execution
Description: Supports the execution of successful business strategies through enhanced workforce management and engagement.
Benefit: Drives business success by aligning employee performance with strategic goals.
Expertise Utilization
Description: Encourages the use of employee expertise to develop and implement effective customer service strategies.
Benefit: Enhances service quality and customer satisfaction by leveraging employee skills and knowledge.
Professional Services
Five9's Professional Services offer expert guidance and support for implementing and optimizing contact center solutions, ensuring that businesses achieve their desired outcomes efficiently and effectively.
Features
Direct Customer Engagement
Description: Provides personalized support and guidance through direct engagement with customers during the implementation process.
Benefit: Ensures that solutions are tailored to meet specific business needs and objectives.
High-Touch Support
Description: Offers high-touch support to assist businesses in building out their AI capabilities and integrating them into their operations.
Benefit: Facilitates a smooth and successful AI integration process.
Technology Absorption Support
Description: Helps businesses to understand and absorb new technologies and processes, ensuring successful adoption and utilization.
Benefit: Increases the effectiveness of new technology implementations.
Ongoing Success Support
Description: Provides ongoing support to help businesses adapt to changing environments and continue achieving success.
Benefit: Ensures long-term business success and adaptability.
Expert Team Support
Description: Offers access to a team of experts who provide guidance and support for achieving business success.
Benefit: Enhances business outcomes through expert advice and support.
Quantitative Benefits
"Exact Sciences Achieves 45% Containment Rate"
"SumUp Sees 50% Call Containment with Five9"
"VSP Delivers Self-Service to 12M with Five9 IVA"
"This global manufacturing company brought its contact center in-house and deployed Five9 within two-and-a-half months. As a result, the company improved its abandonment rate from 30% to 2% and hold times from 50 minutes to less than five minutes."
Testimonials
"We were really pleased with the Five9 implementation team. There was no impact to customer service or our performance guarantees."
Source: Cloud Contact Center Providers - Contact Center Platform - Contact Center Cloud Software | Five9
"The way Five9 takes an interest in learning about our business is a huge difference for us."
Source: Cloud Contact Center Providers - Contact Center Platform - Contact Center Cloud Software | Five9
"We had plenty of anxiety about a transition to 100% work from home. But with Five9, we didn't skip a beat."
Source: Cloud Contact Center Providers - Contact Center Platform - Contact Center Cloud Software | Five9
"The server-based CX Built-in Event gives us stronger accuracy of what's going on in the system."
Source: Cloud Contact Center Providers - Contact Center Platform - Contact Center Cloud Software | Five9
"Five9 is integral to our future, and we look forward to working on that future together."
Source: Cloud Contact Center Providers - Contact Center Platform - Contact Center Cloud Software | Five9
"Five9 is the only one that gives you a 100% comprehensive, integrated solution."
Source: Cloud Contact Center Providers - Contact Center Platform - Contact Center Cloud Software | Five9
"We partnered with Five9, and we've been on a great journey ever since."
Source: Cloud Contact Center Providers - Contact Center Platform - Contact Center Cloud Software | Five9
"Five9 has been the solution we needed to improve our omnichannel experience and introduce new technology to keep our members and providers happy."
Source: Cloud Contact Center Providers - Contact Center Platform - Contact Center Cloud Software | Five9
"Over the past couple of years, we've really improved our contact center efficiencies through our lasting relationship with Five9."
Source: Cloud Contact Center Providers - Contact Center Platform - Contact Center Cloud Software | Five9
"We see Five9 as a benefit to our entire enterprise to deliver good support and more options for customers."
Source: Cloud Contact Center Providers - Contact Center Platform - Contact Center Cloud Software | Five9
Customer Stories
Alaska Airlines
Problem: Needed to provide an amazing guest experience
Value Add: Five9 helped Alaska Airlines deliver on their GX promise - the promise they make to every guest that flies Alaska
Outcome: Alaska Airlines is able to create an airline people love, fulfilling their mission
Source: Cloud Contact Center Providers - Contact Center Platform - Contact Center Cloud Software | Five9
Kyndryl
Problem: Needed to deliver IT support services to some of the world's largest companies
Value Add: Five9 enabled Kyndryl to deliver the best experience possible to consumers, agents, and people on either side of the chosen communication channel
Outcome: Kyndryl continuously improves CX and successfully migrated 200+ customers and 90K employees to Five9
Source: Cloud Contact Center Providers - Contact Center Platform - Contact Center Cloud Software | Five9
Hanna Andersson
Problem: Needed to take its customer service to new heights
Value Add: Five9 provided a range of solutions to improve contact center operations
Outcome: Hanna Andersson improved contact center efficiencies and evolved its customer care center
Source: Cloud Contact Center Providers - Contact Center Platform - Contact Center Cloud Software | Five9
AdventHealth
Problem: Needed a platform for both contact center support and physician practices
Value Add: Five9 provided a platform that supports both contact center and physician practices
Outcome: AdventHealth is able to focus on moving patient care forward
Source: Cloud Contact Center Providers - Contact Center Platform - Contact Center Cloud Software | Five9
PING
Problem: Needed to create deeper insights and move to the cloud
Value Add: Five9 provided cloud-based solutions that enabled deeper insights
Outcome: PING drives its contact center by moving to the cloud and creating deeper insights, enabling personalized experiences with its custom golf products
Source: Cloud Contact Center Providers - Contact Center Platform - Contact Center Cloud Software | Five9
Exact Sciences
Problem: Needed a cloud contact center solution quickly
Value Add: Five9 provided a fast implementation of a cloud contact center solution
Outcome: Exact Sciences achieved a 45% containment rate
Source: Cloud Contact Center Providers - Contact Center Platform - Contact Center Cloud Software | Five9
SumUp
Problem: Needed to improve call containment
Value Add: Five9 provided solutions to improve call handling
Outcome: SumUp sees 50% call containment with Five9
Source: Cloud Contact Center Providers - Contact Center Platform - Contact Center Cloud Software | Five9
Nutrisystem
Problem: Needed to move to the cloud and reduce technology costs
Value Add: Five9 provided cloud-based solutions that reduced technology costs
Outcome: Nutrisystem successfully moved to the cloud and cut technology costs
Source: Cloud Contact Center Providers - Contact Center Platform - Contact Center Cloud Software | Five9
VSP
Problem: Had an on-premises contact center that couldn't scale, keep IVA management costs down, or support a remote workforce
Value Add: Five9 provided scalable cloud solutions with IVA capabilities and remote workforce support
Outcome: VSP delivers self-service to 12M customers with Five9 IVA, with no impact to customer service or performance guarantees
Source: Cloud Contact Center Providers - Contact Center Platform - Contact Center Cloud Software | Five9
Aeroflow Health
Problem: Had high call volumes, high call abandonment rates on IVR, and rising average handle times
Value Add: Five9 provided AI solutions to streamline calls
Outcome: Aeroflow Health reversed trends of high call volumes, high abandonment rates, and rising handle times
Source: Cloud Contact Center Providers - Contact Center Platform - Contact Center Cloud Software | Five9
Aprende Institute
Problem: Needed outbound capacity, reliable connectivity, and Salesforce integration
Value Add: Five9 delivered outbound capacity, reliable connectivity, and Salesforce integration
Outcome: Aprende Institute successfully transitioned to 100% work from home without any issues
Source: Cloud Contact Center Providers - Contact Center Platform - Contact Center Cloud Software | Five9
Crutchfield
Problem: Struggled with manual integrations, complex customizations, and limitations of its on-premises contact center
Value Add: Five9 provided solutions to overcome manual integrations, complex customizations, and on-premises limitations
Outcome: Crutchfield boosted customer service with Five9 WFA and gained stronger accuracy of system events
Source: Cloud Contact Center Providers - Contact Center Platform - Contact Center Cloud Software | Five9
Apex America
Problem: Needed contact center capabilities to keep pace with its growing workforce
Value Add: Five9 provided a comprehensive, integrated solution for contact center capabilities
Outcome: Apex America optimized its agent experience and kept pace with workforce growth
Source: Cloud Contact Center Providers - Contact Center Platform - Contact Center Cloud Software | Five9
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