By Dan Burkland, EVP Global Sales & Services
Here at Five9, we’re constantly driven by what innovations make our customers’ lives easier. Solving their challenges makes our jobs so rewarding. But there are also times when third party awards and recognitions make it that much sweeter. For example, for the second year in a row, Five9 was recognized as a leader, and ranked highest in the ability to execute in the Gartner Magic Quadrant for Contact Center as a Service, North America. Aside from positively impacting customers’ lives, when receiving third party recognition, you know Five9 is doing something right.
To that end, we’re proud to say that we have been recognized for the 11th annual Stevie Awards for Sales & Customer Service under the New Version Contact Center Solution category. This category awarded new and new-version solutions for sales, contact center and customer service operations.
The judges chose the Summer Release, Five9’s latest version of the award-winning Virtual Contact Center, as a winner in the category because it was designed to modernize the contact center so that businesses can deliver a personalized and proactive omnichannel experience, meeting the needs of today’s digital customer.
Contact centers have typically fallen behind in supporting modern customer expectations. Today’s customers expect to engage with a service or support center on their terms through a variety of channels including voice, web, chat, email, video and social media. Additionally, mobile devices put these channels at customers’ fingertips, creating the ability to both engage and switch between channels quickly. Customers also expect contact center agents to know their history, anticipate their needs and provide proactive, personalized service.
In addition to the award winning solutions, one thing that Five9 does uniquely and being recognized by these organizations is our premium support offering. Five9 gives its customers the option to have an assigned Technical Account Manager (TAM) in addition to their sales account manager. The TAM is a technical expert to assist the customer on a daily basis with items such as configuration, optimization, custom reporting, assists with adapting a solution to changing business needs, and acts as an extension of the customer’s own staff.
The Summer Release addresses all expectations of today’s customers, and so we’re not surprised that it was chosen as a winner. But we continue to be humbled at the fact that other groups are seeing how much value we bring to our customers. After all, they’re at the forefront of everything we do.