Five9 Awarded 2024 Metrigy MetriStar for Top Provider of CCaaS

Today, Five9 announced that it has received the Metrigy MetriStar Top Provider award for Contact Center as a Service Platform (CCaaS) for the third year in a row, as published in Customer Experience MetriCast: 2024. Five9 not only earned the highest overall score of any CCaaS provider, at 8.44 out of 10, but it also landed as one of only two providers to have achieved the highest customer sentiment ratings in every category. 

This recognition comes at a time when customer expectations have continued to rise, and the demand for connected, personalized experiences is putting increasing pressure on brands to deliver journeys that are seamless, tailored and valuable.  This requires a CCaaS platform that delivers solutions that cater to diverse customer preferences and evolving business needs. 

Five9 has demonstrated a profound understanding and expertise in the market offering a comprehensive suite of technical features designed to elevate customer interactions and drive operational efficiency. According to the report, “Five9 receives above-average customer sentiment ratings in every category measured... earn[ing] distinction for the reliability of its service and its analytics capabilities. That Five9 has scored so well in these categories is not surprising.”

A testament to its strong innovative position, Five9 also achieved the top sentiment scores for reliability of service, security, and analytics. 

“We are honored to receive the Metrigy MetriStar Award for the third time, a reflection of our commitment to innovating solutions that help brands prioritize CX. By delivering customer insights that matter most, brands can nurture customers relationships with every interaction, while also giving people the experiences they appreciate and value,” said Niki Hall, CMO of Five9.

Five9 continues to innovate and strengthen partnerships to deliver best-in-class solutions to organizations that prioritize CX and data-powered insights. Most recently, Five9 launched an industry-first AI-powered tool, GenAI Studio, designed to help agents know how best to guide customer support conversations forward, saving agents time and reducing customer frustration. 

This commitment to innovation has also instilled confidence among customers and partners. Five9 recently signed its largest customer deal ever, a Fortune 50 financial services company, and deepened its strategic partnership with Salesforce to become the first CCaaS partner of Salesforce to reach Summit status. Five9 technology empowers brands with the necessary tools to deliver great customer experiences and build long-term loyalty.

About the Study: 

Metrigy conducted a global study of customer sentiment ratings provided by over 1,566 IT leaders from 10 countries and 42 industries with operational and/or procurement responsibilities. Study participants provided enough customer sentiment ratings and success metrics for Metrigy to evaluate a total of 14 providers. Top CCaaS providers were determined by customer sentiment ratings on technical features plus seven additional factors, as well as four business success metrics. To qualify as a top provider, companies must have scored at or above average on customer sentiment overall—8.13 for CCaaS—and have at least 56% of customers achieving business success based on our designated metrics: first contact resolution, average handle time, agent attrition, and customer satisfaction. 

Read the full Metrigy MetriStar report on CCaaS platforms here.