Five9, an industry-leading provider of the intelligent cloud contact centre, announced that Five9 Intelligent Virtual Agent (IVA) has been named a leader in the 2022 Opus Research “Decision Makers’ Guide to Enterprise Intelligent Assistants.”
Five9 IVA leverages the latest AI technologies (natural language processing, sentiment analysis, speech recognition, text-to-speech) to deliver intuitive, effective self-service in the contact centre.
The 2022 Opus Research “Decision Makers’ Guide to Enterprise Intelligent Assistants” presents a comprehensive assessment of 21 enterprise-grade Intelligent Assistant solution providers bringing Conversational AI to support customer care, self-service, employee assistance, messaging and device control. The report notes that leaders are recognized for their holistic approach, high-value use cases, omnichannel support, and growing ecosystems of partners and industry collaborators.
Five9 is the only contact centre provider featured in the report and earned top positioning among Voice-First Assistance providers for its vendor presence, product completeness and flexibility, and the strategic potential of its vision and roadmap, which considers AI an embedded part of the overall platform versus an add-on capability.
The report states: “Our evaluation gives higher marks to solution providers that take an approach that employs artificial intelligence to augment human intelligence (and vice versa) when deploying intelligent assistants.”
Callan Schebella, EVP of Product Management, Five9 said, “We believe companies will see the biggest performance gains when humans and machines collaborate and complement each other’s capabilities. To help businesses move beyond simple, siloed automation and harness this ‘collaborative intelligence,’ Five9 is delivering solutions that make AI persistent throughout the customer and agent experience, along with tools that make it easier for contact centre teams to build, deploy, train and derive insights from the AI. We are honoured to be recognized by Opus Research for our approach.”
Five9 is an industry-leading provider of cloud contact centre solutions, bringing the power of cloud innovation to more than 2,500 customers worldwide and facilitating billions of call minutes annually. The Five9 Intelligent Cloud Contact Center provides digital engagement, analytics, workflow automation, workforce optimization, 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.