Five9, Inc. (NASDAQ: FIVN), a leading provider of the intelligent cloud contact center, today announced the results of a commissioned Forrester Consulting Total Economic Impact™ (TEI) study, revealing enterprises deploying Five9 solutions can realize a return on investment (ROI) of 213%.
This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20220823005234/en/
Forrester interviewed four Five9 enterprise customers in multiple industries to understand the benefits, costs, and risks of moving on-premises contact centers to the cloud and deploying AI solutions. Their experiences were aggregated, and a composite organization was defined to form the basis for the study. According to Forrester, "The representative interviews and financial analysis found that a composite organization experiences benefits of $27.58 million over three years versus costs of $8.81 million, adding up to a net present value (NPV) of $18.77 million."
"Contact centers are mission critical especially during an economic slowdown," said Rowan Trollope, CEO, Five9. "When customers and businesses are stressed, providing an efficient and effective CX becomes even more paramount. We believe Forrester's findings in this study show that contact centers that make the move to the cloud and start to invest in AI can not only see results in triple digit ROI and payback periods measured in months; they can also deliver improved experiences to their customers and employees resulting in greater brand loyalty."
Before implementing Five9, interviewees noted challenges with their on-premises contact centers including: the inability to scale to meet seasonal demands, an inability to accommodate organizational growth; recurring outages that could be several hours to days long; and lack of unified reporting, leading to the inability to collaborate between lines of business. Realizing the need to update old, legacy systems, those interviewed revealed how leveraging the Five9 platform improved their overall business operations.
The three-year, risk-adjusted present value (PV) quantified benefits for the composite organization include:
Other notable benefits revealed in the study include streamlining business operations by consolidating multiple domains and global locations; improved customer retention using natural language with the IVA; centralized data to provide better visibility, allowing agents to see what was needed to improve CX; and increased operational flexibility, enabling agents to continue working remotely post pandemic.
Read the full study to learn more.
Five9 is an industry-leading provider of cloud contact center 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 centers increase productivity, be agile, boost revenue, and create customer trust and loyalty.
For more information, visit www.five9.com.
Engage with us: Twitter, LinkedIn, Facebook, Blog, Dare to Reimagine podcast.
View source version on businesswire.com:
[ Back To Workforce Management Homepage ]
CALL FOR CONTENT