Five9 signals its commitment to listening to its customers and sourcing unbiased customer feedback as it joins the Gartner Customer First badge.
Five9, Inc., a leading provider of the intelligent cloud contact centre, today announced that it has joined the Gartner Peer Insights Customer First Program for Contact Center as a Service.
Gartner defines ‘Contact Center as a Service’ as “a SaaS-based application that enables customer service organisations to manage multichannel customer interactions holistically (using self- and assisted-service) from both customer experience and an employee experience perspective. CCaaS solutions are large systems of differentiation, enabling an adaptive, flexible delivery model with both native capabilities across the four pillars of great customer service, as well as productised integrations to partner solutions, through application marketplaces. Contact Center-as-a-Service providers enable platform standardisation across the customer service organisation”. The Gartner “Customer First program is designed to build trust and credibility by signalling that a technology provider solicits reviews from all customers and recognises the benefits of honest, unbiased feedback”.
To join the program, Five9 committed to review sourcing best practices as defined by Gartner Peer Insights and added a review sourcing widget to its website that enables customers to easily submit and read reviews. This ensures that every Five9 customer has an equal opportunity to share candid feedback, regardless of whether it is positive or negative as customers can submit the review at will and they are published without involvement from Five9. Leveraging industry recognised review sources such as Gartner Peer Insights helps to inform Five9 product roadmaps and internal operations such as services, support and more, as they provide real world feedback from customers on what’s working and where improvements may be needed.
“At Five9, everything we do begins and ends with our customers,” said Genefa Murphy, CMO, Five9. “More than 2,000 companies choose Five9 as their contact centre solution, and joining the Gartner Peer Insights Customer First program reflects our commitment to helping them succeed. We are proud to take this step toward building more trust between technology providers and their customers, and we welcome all feedback because it fuels our passion for helping businesses reimagine their customer experience.”
As of July, 2021, more than 90% of Five9’s reviews on Gartner Peer Insights are 4 or 5 stars based on a total of 208 reviews for Virtual Contact Center (VCC) and Intelligent Cloud Contact Center, and 89% of customers would recommend the company.
For more information on the Gartner Peer Insights Customer First program, click here.
The Gartner Peer Insights Customer First program constitutes an organisation’s commitment to solicit reviews from its customers using programmatic sourcing strategies and best practices. They neither represent the views of nor constitute an endorsement by, Gartner or its affiliates.
About Five9
Five9 is an industry-leading provider of cloud contact centre solutions, bringing the power of cloud innovation to more than 2,000 customers worldwide and facilitating billions of call minutes annually. The Five9 Intelligent Cloud Contact Center provides digital engagement, analytics, workflow automation, workforce optimisation, and practical AI to create more human customer experiences, to engage and empower agents, and deliver tangible business results. Designed to be reliable, secure, compliant, and scalable, the Five9 platform helps contact centres increase productivity, be agile, boost revenue, and create customer trust and loyalty.
For more information, visit www.five9.com.
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