Five9 ranked the highest in the Track Record category and is the only full CCaaS vendor included in the report - reaffirming the company’s Leader status in the industry, and in the Intelligent Virtual Agent (IVA) space.
SAN RAMON, Calif. - March 2, 2021 - Five9, Inc. (NASDAQ: FIVN), an industry-leading provider of the intelligent cloud contact center, announced today that Five9 Inference Studio has been recognized as a leader in the 2021 Opus Research “Decision Makers’ Guide to Enterprise Intelligent Virtual Assistants” – with a perfect score for “Track Record,” which Opus Research defines as covering market credibility, deployment strategy, reach and effectiveness, ability to show multiple deployments, operating history, coverage across verticals, references, and enterprise-scale maturity.
This marks the second outstanding recognition of Five9 Inference Studio as a leader in the IVA space. Last summer, DMG Consulting recognized Five9 Inference Studio as the global market share leader, based on number of customers, in the 2020-2021 Intelligent Virtual Agent Product and Market Report.
In the 2021 Decision Makers’ Guide, Opus presents a comprehensive assessment of enterprise-grade Intelligent Assistant solution providers. Analysts evaluated 13 firms to better understand enabling platforms and technology, integration points and scalability, track record and future vision for enterprise-scale conversational AI.
“The adoption of IVAs has increasingly accelerated as individuals seek efficient self-service options when interacting with the brands they choose,” said Dan Miller, Lead Analyst and Founder of Opus Research, Inc. “We expect the market to continue to expand as enterprises across the globe step up investment in conversational virtual agents that improve their customer service offerings.”
The report states: “Highest ratings go to firms with proven tools for non-technical personnel to define, build, train and maintain Intelligent Assistants with capabilities that recognize and respond to complex customer intents. Extra points go to tools that integrate ‘no-code’ or ‘low-code’ user interfaces.”
“We believe that our leadership position showcases the accelerated adoption of cloud-based, self-managed IVA development platforms like Five9 Inference Studio,” said Callan Schebella, Five9 Senior VP and General Manager and founder and CEO of Inference Solutions (now Five9). “Five9 Inference Studio is democratizing conversational AI technology for businesses of all sizes thanks to our IVA offering that enables non-technical business users to easily build and maintain natural language speech applications with code-free tools. We look forward to continue innovating in this space.”
To download the report, click here.
Five9 is an industry-leading provider of cloud contact center solutions, bringing the power of cloud innovation to more than 2,000 customers worldwide and facilitating billions of customer engagements annually. The Five9 Intelligent Cloud Contact Center provides digital engagement, analytics, workflow automation, workforce optimization, and practical AI to help customers reimagine their customer experience. Designed to be reliable, secure, compliant, and scalable, the Five9 platform helps increase agent and supervisor productivity, connects the contact center to the business, and ultimately deliver tangible business results including increased revenue and enhanced customer trust and loyalty.
For more information, visit www.five9.com.
Engage with us @Five9, LinkedIn, Facebook, Blog, That’s Genius Podcast.