Five9 today announced that it has joined the Gartner Peer Insights Customer First Programme for CCaaS.
Gartner defines ‘Contact Centre 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.
CCaaS providers enable platform standardisation across the customer service organisation.” The Gartner “Customer First programme 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 programme, 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.
Genefa Murphy, CMO, Five9, said: “At Five9, everything we do begins and ends with our customers.
“More than 2,000 companies choose Five9 as their contact centre solution, and joining the Gartner Peer Insights Customer First programme 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 Centre (VCC) and Intelligent Cloud Contact Centre, and 89% of customers would recommend the company.
