{"id":757339,"date":"2023-05-10T10:15:04","date_gmt":"2023-05-10T14:15:04","guid":{"rendered":"https:\/\/www.marketnewsdesk.com\/index.php\/five9-announces-inaugural-cx-bracket-challenge-results\/"},"modified":"2023-05-10T10:15:04","modified_gmt":"2023-05-10T14:15:04","slug":"five9-announces-inaugural-cx-bracket-challenge-results","status":"publish","type":"post","link":"https:\/\/www.marketnewsdesk.com\/index.php\/five9-announces-inaugural-cx-bracket-challenge-results\/","title":{"rendered":"Five9 Announces Inaugural CX Bracket Challenge Results"},"content":{"rendered":"<p>        <!--.bwalignc { text-align: center; list-style-position: inside }\n.bwlistdisc { list-style-type: disc }body {font:normal small Arial,Helvetica,sans-serif;color:#000;background-color:#fff;padding:24px;margin:0;} a img {border:0;} h3 {font-size:medium;color:#000;margin:0 0 1em 0; text-align:center;}-->  <\/p>\n<p class=\"bwalignc\"><b>Five9 Announces Inaugural CX Bracket Challenge Results<\/b><\/p>\n<p class=\"bwalignc\"><i>Tournament Challenge reveals top contact center priorities in 2023<\/i><\/p>\n<p>SAN RAMON, Calif.&#8211;(<a href=\"http:\/\/www.businesswire.com\">BUSINESS WIRE<\/a>)&#8211;<br \/>\nFive9, (NASDAQ: FIVN) a leading provider of the Intelligent CX Platform, announced today the results of its first CX Bracket Challenge, a novel approach helping to gamify the selection of top contact center priorities played by over 200 participants from across the industry.<\/p>\n<p>\nParticipants included contact center practitioners who lead contact centers of all sizes across different industries every day. The leading industries represented in the results are healthcare and financial services. Other participants included industry analysts, consultants and Five9 subject matter experts.<\/p>\n<p>\nThe challenge kicked off in March and ran through leading industry event <a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=https%3A%2F%2Fenterpriseconnect.com%2F&amp;esheet=53397578&amp;newsitemid=20230510005683&amp;lan=en-US&amp;anchor=Enterprise+Connect&amp;index=1&amp;md5=71f62f92b9ab8742d1b18d9d3ad46060\">Enterprise Connect<\/a>. The four divisions of the bracket contained 16 priorities equally divided into the categories of the agent experience, customer self-service, contact center orchestration, and insights.<\/p>\n<p>\nBased on the collective wisdom of the crowd, the results of the <a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=https%3A%2F%2Fcxbracket.five9.com%2F&amp;esheet=53397578&amp;newsitemid=20230510005683&amp;lan=en-US&amp;anchor=CX+Bracket+Challenge&amp;index=2&amp;md5=eac6622cf4b69b884bc1c2b98824462e\">CX Bracket Challenge<\/a> are:<\/p>\n<ul class=\"bwlistdisc\">\n<li><b>#1 Priority<\/b>: <b>Automate Agent Workflows<\/b><i>(The winning priority)<\/i> &#8211; Automate work that agents must perform after an interaction (for example, a conversation) is completed, such as sending a message to a customer on the progress of their purchase.\n<\/li>\n<li><b>#2 Priority:<\/b><b>Use Conversation Analytics<\/b><i>(Top priority in insights and understanding of the customer) <\/i>Analyze every captured customer interaction from voice and digital conversations to identify trends.\n<\/li>\n<li><b>#3 Priority:<\/b><b>Improve System Integration<\/b><i>(Top priority in contact center orchestration)<\/i> Improve the integration of the contact center with other systems.\n<\/li>\n<li>\n#<b>4 Priority: Automate Common Requests<\/b><i>(Top priority in improving customer self-service)<\/i> Use virtual agents to help customers reset passwords, open claims, file a service ticket, etc.<\/p>\n<\/li>\n<\/ul>\n<p>\n\u201cFive9 launched the CX Bracket Challenge to understand how contact center leaders manage competing priorities,\u201d said Jeff Woodland, Director of Industry Marketing at Five9. \u201cBusinesses have settled into the new normal amid a 3-year pandemic and everyone is in a different place. Customers are digital first, impatient, and demand communications that are personalized and fluid across channels. Employees are also more demanding in their expectations and, if not met, they quit.\u201d<\/p>\n<p>\n\u201cWhat you are looking at here is an evolution of contact center priorities,\u201d said Zeus Kerravala, founder and principal analyst at <a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=https%3A%2F%2Fzkresearch.com%2F&amp;esheet=53397578&amp;newsitemid=20230510005683&amp;lan=en-US&amp;anchor=ZK+Research&amp;index=3&amp;md5=0e09507e14762241c191ad20604955e3\">ZK Research<\/a>. \u201cWhile omni-channel is important, with the rise of AI and agent workflows, there is a real focus on agent experience. I think this industry used to only think of customer experience but now are starting to think more about agent experience.\u201d<\/p>\n<p>\nThe CX Bracket Challenge\u2019s also included a prize draw to win a donation to the participant\u2019s university of choice. Selected at random, the grand prize winner is Zach Treadway of the nation\u2019s leading rooftop solar contractor. Five9 will donate $10,000 to Treadway\u2019s university of choice, Penn State.<\/p>\n<p>\nFive9 also congratulates Scott McIntyre of <a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=https%3A%2F%2Fgoinfinitegreen.com%2F&amp;esheet=53397578&amp;newsitemid=20230510005683&amp;lan=en-US&amp;anchor=Infinite+Green+Consulting&amp;index=4&amp;md5=7f98c54ad19939a86a497b656163e10e\">Infinite Green Consulting<\/a> for choosing the \u201cwinning bracket\u201d of priorities.<\/p>\n<p>\nExplaining his bracketology logic, McIntyre said, \u201cWhile omni-channel solutions give customers an easy way to interact, it makes the agent\u2019s experience even more complex. CX is nothing without the ability for the agent to connect with the customer during every interaction. Automation and AI tools on their workstation enable the agent to focus on the dialogue with the customer, and not system navigation.\u201d<\/p>\n<p>\nFive9 will fully reveal the results of the CX Bracket Challenge, on May 11, 2023, in a webinar featuring Kerravala and Jim Lundy, founder and CEO at Aragon Research, as well as Philip Files, SVP solutions consultant at Five9, discussing the outcomes and what they could potentially mean for contact centers as we continue to see challenges arise in 2023. Register for the webinar <a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=https%3A%2F%2Fwww.five9.com%2Fregistration%2F2023%2Fcx-bracket-challenge-results-revealed&amp;esheet=53397578&amp;newsitemid=20230510005683&amp;lan=en-US&amp;anchor=here.&amp;index=5&amp;md5=a9eb53fb353e1a56664cbc680de9c1a4\">here.<\/a> It will also be available on demand.<\/p>\n<p>\nTo learn more visit <a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=http%3A%2F%2Fwww.five9.com&amp;esheet=53397578&amp;newsitemid=20230510005683&amp;lan=en-US&amp;anchor=Five9.com&amp;index=6&amp;md5=4e0136f6d515b071eb586fde55bab6d0\">Five9.com<\/a><\/p>\n<p><b>About Five9:<\/b><\/p>\n<p>\nThe Five9 Intelligent CX Platform provides a comprehensive suite of solutions for orchestrating fluid customer experiences and empowering agents. Our cloud-native, multi-tenant, scalable, reliable and secure platform includes contact center; omni-channel engagement; Workforce Engagement Management; extensibility through more than 1,000 partners; and innovative, practical AI, automation and journey analytics that are embedded as part of the platform. Five9 brings the power of people, partners and technology to more than 2,500 organizations worldwide. Through this combination, Five9 supports customer needs from Day 1 to forever and delivers on our customer commitment: \u201cWe keep our CX promise, so you can keep yours.\u201d<\/p>\n<p><img decoding=\"async\" alt=\"\" src=\"https:\/\/cts.businesswire.com\/ct\/CT?id=bwnews&amp;sty=20230510005683r1&amp;sid=flmnd&amp;distro=nx&amp;lang=en\" style=\"width:0;height:0\" \/><span class=\"bwct31415\" \/><\/p>\n<p id=\"mmgallerylink\"><span id=\"mmgallerylink-phrase\">View source version on businesswire.com: <\/span><span id=\"mmgallerylink-link\"><a href=\"https:\/\/www.businesswire.com\/news\/home\/20230510005683\/en\/\" rel=\"nofollow\">https:\/\/www.businesswire.com\/news\/home\/20230510005683\/en\/<\/a><\/span><\/p>\n<p>\nSuzie Linville<br \/>\n<br \/>Senior Corporate Communications Manager, Five9<br \/>\n<br \/><a rel=\"nofollow\" href=\"mailto:suzie.linville@five9.com\">suzie.linville@five9.com<\/a><\/p>\n<p><b>KEYWORDS:<\/b> California North America United States Ireland United Kingdom Europe<\/p>\n<p><b>INDUSTRY KEYWORDS:<\/b> VoIP Other Technology Technology Telecommunications Software<\/p>\n<p><b>MEDIA:<\/b><\/p>\n<table cellpadding=\"3\" cellspacing=\"3\" \/>\n","protected":false},"excerpt":{"rendered":"<p>Five9 Announces Inaugural CX Bracket Challenge Results Tournament Challenge reveals top contact center priorities in 2023 SAN RAMON, Calif.&#8211;(BUSINESS WIRE)&#8211; Five9, (NASDAQ: FIVN) a leading provider of the Intelligent CX Platform, announced today the results of its first CX Bracket Challenge, a novel approach helping to gamify the selection of top contact center priorities played by over 200 participants from across the industry. Participants included contact center practitioners who lead contact centers of all sizes across different industries every day. The leading industries represented in the results are healthcare and financial services. Other participants included industry analysts, consultants and Five9 subject matter experts. The challenge kicked off in March and ran through leading industry event Enterprise Connect. The four divisions &hellip; <\/p>\n<p class=\"link-more\"><a href=\"https:\/\/www.marketnewsdesk.com\/index.php\/five9-announces-inaugural-cx-bracket-challenge-results\/\" class=\"more-link\">Continue reading<span class=\"screen-reader-text\"> &#8220;Five9 Announces Inaugural CX Bracket Challenge Results&#8221;<\/span><\/a><\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[],"tags":[],"class_list":["post-757339","post","type-post","status-publish","format-standard","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Five9 Announces Inaugural CX Bracket Challenge Results - Market Newsdesk<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.marketnewsdesk.com\/index.php\/five9-announces-inaugural-cx-bracket-challenge-results\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Five9 Announces Inaugural CX Bracket Challenge Results - Market Newsdesk\" \/>\n<meta property=\"og:description\" content=\"Five9 Announces Inaugural CX Bracket Challenge Results Tournament Challenge reveals top contact center priorities in 2023 SAN RAMON, Calif.&#8211;(BUSINESS WIRE)&#8211; Five9, (NASDAQ: FIVN) a leading provider of the Intelligent CX Platform, announced today the results of its first CX Bracket Challenge, a novel approach helping to gamify the selection of top contact center priorities played by over 200 participants from across the industry. Participants included contact center practitioners who lead contact centers of all sizes across different industries every day. The leading industries represented in the results are healthcare and financial services. Other participants included industry analysts, consultants and Five9 subject matter experts. The challenge kicked off in March and ran through leading industry event Enterprise Connect. 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Participants included contact center practitioners who lead contact centers of all sizes across different industries every day. The leading industries represented in the results are healthcare and financial services. Other participants included industry analysts, consultants and Five9 subject matter experts. The challenge kicked off in March and ran through leading industry event Enterprise Connect. 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