Five9 has been positioned as a Leader in the first Aragon Research Globe for Conversational AI.
The report notes strengths for Five9, including its focus on self-service, seamless handoff between bots and live agents, and App Marketplace for integrations and channels.
Aragon Research analysts evaluated 22 conversational AI providers based on three dimensions: strategy, performance, and reach.
The report notes that providers positioned as Leaders have comprehensive strategies that align with industry direction and market demand, and effectively perform against those strategies.
Five9 is focusing on AI as one of its key innovation strategies. With the acquisition of conversational AI provider Inference Solutions in October 2020, Five9 has a native intelligent virtual agent (IVA) offering that can handle routine service conversations and tasks independent of live agents. Five9 IVA can also pass an interaction to a live agent and assist the agent with transcription, and access to knowledge bases.
Additionally, Five9 now provides access to conversational AI technology by IBM, Google, Amazon, and other leading vendors via its low-code IVA development platform, Five9 Inference Studio. It can also deliver conversational AI capabilities to enterprises that have a separate contact centre platform.
Jim Lundy, Founder, CEO and Lead Analyst at Aragon Research, said: “Low-code and no-code platforms have enabled business users to build, update, and test chat and voice bots on their own, providing them the flexibility to change their solutions virtually on demand.
“For businesses looking to deploy solutions in their existing contact centres, providers offering seamless contact centre integration, such as Five9, are a good fit.”
Callan Schebella, EVP of Product Management at Five9, added: “We are honored to be identified as a Leader in Aragon’s first Research Globe for Conversational AI.
“We believe this positioning underscores our focus on delivering the industry’s most modern cloud portfolio for contact centre automation, as we continue innovating our conversational self-service and live agent support for organisations seeking to reimagine their customer experience.”
Aragon Research also recently positioned Five9 as a Leader in its 2021 Aragon Research Globe for Intelligent Cloud Contact Centres (ICC), noting as strengths its cloud offering, inbound and outbound focus, and omnichannel features, among others. In addition to Salesforce integration, Five9 provides CRM integrations with Microsoft, Oracle, Zendesk, Kustomer, and ServiceNow.
It also offers UC integrations with providers such as Zoom, Microsoft Teams, Mitel, and Nextiva. The company’s white glove implementation service continues to help it win new and retain existing customers, and its large ecosystem of partners continues to grow.
