Five9 Receives Highest Product Scores in Two Use Cases in the 2020 Gartner Critical Capabilities for Contact Center as a Service

By AIT News Desk On Dec 8, 2020

Five9 ranked highest in CCaaS Platform, for ‘North America’ and ‘Agile Contact Center’ use cases

Five9, a leading provider of the intelligent cloud contact center, announced that the company received the highest Product Scores in two of the Use Cases in the Gartner Critical Capabilities for Contact Center as a Service Report. The Five9 Intelligent Cloud Contact Center scored the highest in the North America and Agile Contact Center use cases, while also scoring in the highest 3 in the Customer Engagement Center and High-Volume Customer Call Center uses cases.

Gartner evaluated 13 Contact Center as a Service (CCaaS) vendors as part of the Critical Capabilities report, a companion report to the Gartner Magic Quadrant, offering a comparative analysis that scores competing products or services against a set of critical differentiators identified by Gartner.

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According to Gartner, “this research evaluates CCaaS providers offering SaaS-based applications that enable customer service organizations to manage multichannel customer interactions holistically from both a customer-experience and employee-experience perspective.”

Gartner identified 11 critical capabilities that are weighted for each of the five use cases. Gartner recommends that “application leaders should use the vendors scores given for each capability as part of an objective selection process.”

“We are proud to have Five9 recognized for the enhancements we have made in digital engagement and workforce optimization – and think this is evident by our ranking in the customer Use Cases identified by Gartner,” said Dan Burkland, Five9, President. “We feel that recognition like this fuels our commitment to innovating and enabling our customers to deliver extraordinary customer experiences.”