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Five9: Tools Key to Quality CX

January 20, 2017
By Paula Bernier - Executive Editor, TMC

Sales organizations use customer experience as a top key performance indicator for measuring success, according to the new Salesforce State of Service report. And delivering a high-quality CX, Five9 (News - Alert) adds, requires businesses to show empathy and enthusiasm to their customers, and empower their contact center agents to help those individuals.

Engaged contact center agents provide customers with a better experience and better results than workers who are not engaged, explains the cloud-based contact center company. The most important way to engage agents, Five9 adds, is to empower them with tools that are intuitive to use, and provide the agents and end customers with consistent and high-quality experiences.

Those tools include analytics, customer relationship management, unified communications, and workforce optimization tools, says Five9. The company was at Call Center Week Winter in New Orleans this week spreading this message. Empathy, empowerment, and enthusiasm are also the focus of Five9’s Jan. 16 blog.

“Every business is unique, but contact center agents empowered with the right tools in the right environment will give consumers a personalized experience, no matter the business,” the blog states. “The personalized experiences will lead to greater sales, better customer service, and increased brand loyalty because your agents will deliver the empathy, empowerment, and enthusiasm.”

Five9 has more than 15 years of cloud contact experience, more than 2,000 customers worldwide, and more than 3 billion customer interactions annually. The company received a 2016 TMC Labs Innovation Award for its Virtual Contact Center. And it is tops among the three Gartner Magic Quadrant leaders in the contact center as a service category.

“At Five9, we understand the need to turn each customer interaction into a positive business outcome while balancing against operational costs,” says Mike Burkland, president and CEO. “Every day, we help our customers improve their customers’ experiences and increase revenue at a significantly lower cost than traditional premise[s]-based systems.”

Edited by Maurice Nagle