Ovum Names Five9 as a Leader in Decision Matrix for Selecting a Multichannel Cloud Contact Center Solution

Five9, a leading provider of cloud software for the enterprise contact center market has been recognized as a Leader in Ovum’s Decision Matrix for Selecting a Multichannel Cloud Contact Center Solution. Five9 received the highest recognition rating from customers compared to the other cloud contact center vendors in the report.

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Five9 also received the highest technology rating of all vendors in multichannel cloud contact center.

“It is an honor to be recognized as a Leader in Ovum’s Decision Matrix report,” said Dan Burkland, President, Five9. “We are especially proud to receive the highest recognition rating from the customers surveyed. It reinforces the value and partnership we provide to our customers as a provider of secure, reliable and innovative cloud contact center technology.”

Ovum cites that the next step in Five9’s “evolution from call center to contact center to customer engagement center” is to become a Global Engagement Center following Five9’s July 2017 announcement. Ovum adds that the next phase for Five9’s product development “will fuel its ability to grow worldwide by enhancing its posture with global voice capabilities using regional points of presence, single ACD global routing, and UTF-8 character coding to enable double-byte character support to accommodate any language.”

In Ovum’s customer feedback assessment, Five9 customers in general rated the company highly. The report states, “Clearly, Five9 customers appear to be very happy with their vendor. Five9 customers in general rated the company well above average and at or near the top of categories such as usability, hosting reliability, product quality, customization, deployment time, and ease of integration.” Ovum also cites that “Five9’s market impact scores are also well above average in terms of revenues and vertical reach.”

“The penetration of cloud-based contact center solutions into the contact center market is growing dramatically as enterprises continue to acquire new customer engagement solutions or replace their existing premises-based contact centers,” said Ken Landoline,Principal Analyst, Ovum Research. “In today’s competitive marketplace, it is crucial that contact centers add new and advanced services regularly to ensure that agents are able to respond to customer inquiries from across voice, web, and mobile platforms to make interactions smoother and improve resolution rates.”

The Ovum Decision Matrix reviews several of the leading cloud contact center solutions, with particular emphasis on the ability of providers to handle multichannel customer interactions and connect with customer and company data through analytics.