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        Market Perspectives

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        Five9 is a Vendor of Merit in the Agent Management Value Index

        We are happy to share some insights about Five9, drawn from our latest Ventana Research Value Index: Agent Management, which assesses how well vendors’ offerings meet buyers’ requirements. Ventana Research defines agent management as a set of tools that incorporate a core of traditional workforce management and quality management software, with the addition of recent components like intelligent virtual assistants, agent-assistance or guidance driven by artificial intelligence, and automation via workflows that streamline processes and provide connections to back-office functions. Agent management suites often include knowledge management, desktop integrations, gamification, and customer collaboration tools like co-browsing and bot-assisted chat.

        VR_VI_AM_Logo (3)In all of our Value Indexes, we utilize a structured research methodology that includes evaluation categories designed to reflect real-world criteria incorporated in a request for proposal and vendor selection process for agent management. We evaluated Five9 and 17 other vendors in seven categories, five relevant to the product (Adaptability, Capability, Manageability, Reliability and Usability) and two related to the vendor (Total Cost of Ownership/Return on Investment and Vendor Validation). To arrive at the Value Index rating for a given vendor, we weighted each category to reflect its relative importance in an RFP process, with the weightings based on our experience and on data derived from our benchmark research on agent management.

        Ventana_Research_Value_Index_Agent_Management_2021_Five9Five9 has been in the cloud contact center business for two decades, offering a complete suite of integrated operational applications and routing tools. Five9 was categorized as a Vendor of Merit, ranking 11th overall in this Value Index evaluation. It ranked 11th in Product Experience, where it performed best in Capability, ninth in Reliability, and 10th in Adaptability. It ranked 14th in Customer Experience and performed best in TCO/ROI. Its overall performance was impacted by its lower rankings in Usability and Manageability that, together, represent 30% of the weighting in the overall Value Index.

        Five9 could perform better in Validation — where it ranked 14th — in the area of providing prospects with better documentation on its product roadmap. In Capability, where it ranked eighth, it could improve its focus on emerging industry trends and technologies, including analytics and data, workflow automation, AI tools and clarity around its plans for investment. Five9 participated only partially in providing support for this evaluation. This assessment was based on Five9’s products for agent management that were available as of November 1, 2021.

        The Value Index methodology is designed to provide potential buyers with a balanced look at vendors and products, rooted in an understanding of business drivers and needs. Buyers should consider reviewing their own processes to discern whether they are using a broad enough framework in their own request for information/request for proposal explorations, one that includes the qualities in all seven of Ventana Research’s evaluation categories that are designed to provide the best possible product and customer experience. The decisions that go into deploying an agent management toolkit cross multiple departmental and functional boundaries. The tools themselves are becoming more complex and connected to other parts of the technology stack. That suggests a need for buyers to examine more than just the features and functionality vendors put forward.

        On the vendor side of the equation, we are seeing evidence that the provision of agent management systems can be a strong differentiator for vendors that articulate the use cases for extended agent management in terms of benefits. The challenge is to draw clear lines between the core tools used for basic contact center operations and the extended tools that have more nuanced value propositions lying outside the center itself.

        This research-based index is the most comprehensive assessment of the value of agent management software in the industry. Technology buyers can learn more about how to use our Value Index by clicking here and included vendors that wish to learn more can click here. Read the report here.

        ISG Software Research

        ISG Software Research

        ISG Software Research, part of Information Services Group, provides authoritative market research and coverage on the business and IT aspects of the software industry. We distribute research and insights daily through the ISG Software Research community, and provide a portfolio of consulting, advisory, research and education services for enterprises, software and service providers, and investment firms. Sign up for free community membership to receive email notifications on research and insights.

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          Each is prepared and reviewed in accordance with Ventana Research’s strict standards for accuracy and objectivity to ensure it delivers reliable and actionable insights. It is reviewed and edited by the firm’s product management team and is approved by the Chief Research Officer; no individual or organization outside of Ventana Research reviews any Market Perspective before it is published. If you have any issue with a Market Perspective, please email them to ChiefResearchOfficer@ventanaresearch.com

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