Five9 is present in 4 markets with 4 products. Five9 has 656 reviews with an overall average rating of 4.5.
Contact Center Workforce Engagement Management
Workforce engagement management (WEM) software is a collection of technologies that help manage the customer service workforce to ensure a high level of operational performance while elevating employee well-being, discretionary effort and satisfaction. The core capabilities of WEM products include: • Evaluation and improvement • Time management • Metrics and recognition (that is, performance management) • Assistance and task management • Voice of the employee (VoE) feedback • Recruitment and onboarding
Five9 has 1 product in Contact Center Workforce Engagement Management market
Contact Center as a Service
Gartner defines contact center as a service (CCaaS) as solutions offering SaaS-based applications that enable customer service departments to manage multichannel customer interactions holistically from both a customer-experience and employee-experience perspective. CCaaS is a key technology platform used to support the customer service experience, whether it be self-service or assisted by customer service representatives. All organizations need to offer customer assistance. The preference is for remote support via voice and digital channels over physical presence in offices and stores, though it is common for organizations to offer multiple options.
Five9 has 1 product in Contact Center as a Service market
Enterprise Conversational AI Platforms
Gartner defines the enterprise conversational AI platform market as the market for software platforms used to build, orchestrate and maintain multiple use cases and modalities of conversational automation. The enterprise conversational AI platform consists of: A capability layer providing runtime capabilities that include: Natural language understanding (NLU), Dialogue management, Channel integration, Back-end integration, Access control for platform users, Life cycle management; A tooling layer geared toward business users that includes: A no-code environment for building and maintaining, applications, Analytic tools for understanding dialogue flows, NLU intent and entity tuning tools, A/B flow testing tools.
Five9 has 1 product in Enterprise Conversational AI Platforms market
Speech Analytics Platforms
The market for SA platforms in customer service and support is an application that analyzes speech content in customer interactions in real time and postcontact. Vendors providing these services offer the following solutions: -Transcription and metadata for traits of the interaction, including sentiment analysis -Interface for designing workflows and visualizing data -Storage and flexible deployment options -Ability to customize speech models, encrypt and redact sensitive data, and integrate with the enterprise ecosystem. Informed application of SA technology capabilities will help customer service and support leaders monitor and evaluate customer interactions to improve customer and employee experience. SA platforms can either be stand-alone analytics platforms with integration capabilities or can be included natively as part of broader customer engagement suites.
Five9 has 1 product in Speech Analytics Platforms market