Cloud contact centre platform Five9 has drawn its virtual CX Summit 2021 to a close.
Taking place over two days, the event focused on digital transformation in the contact centre industry via digital channels, AI, automation and analytics. Cloud and big data were other major talking points in terms of improving the customer experience.
Alongside the event, Five9 revealed the results of its 2021 Customer Service Index survey, which revealed that 30% of respondents left brands they had previously been loyal to in the last year. Other standouts included the fact that one in four said their contact centre experience has gotten worse since the start of the pandemic.
This is the fifth annual edition of the index, which is intended to deliver insights into the world of customer experience – with the 2021 survey expanded to European countries including France, Germany, Italy, Spain and the UK.
“Empowering agents with the right information and the ability to solve customers’ issues without passing them to other agents and departments reduces customer frustration,” said Scott Kolman, Five9 Senior Vice President of Marketing.
“For example, integrating contact centre and unified communications capabilities allows agents to easily connect to company experts and get the additional insights they may need to answer a customer’s question without transferring the call. With the right tools and technologies, businesses can deliver a more satisfying experience.”
Also announced during the event were the winners of Five9’s inaugural Reimagine CX awards, which recognised organisations using Five9’s solutions for customer experience transformation.
Nominated across five categories, the judging panel included Five9 CEO Rowan Trollope, Robin Gareiss, CEO and principal analyst at Metrigy, and Evan Kirstel, chief digital evangelist and cofounder of eViRa Health.
Among the winners were the likes of:
- Lake County Health Department and Community Health Center, which won the Increase Business Agility with Cloud Award for quickly transitioning to the cloud when the pandemic stuck
- Covid Clinic, which won the Best Overall Award for setting up a cloud contact centre for COVID-19 testing sites
- Televerde, which won the Community Excellence Award for staffing a portion of its contact centres with incarcerated women
“We congratulate our first-ever Reimagine CX Award winners and commend them for embracing innovation to improve the experience they deliver to customers and agents,” said Genefa Murphy, Five9 CMO.
