Five9 Announces its New Era of CX Awards Winners
Five9 (FIVN) announced the winners of its New Era of CX Awards 2024, recognizing companies that excel in customer experience and AI implementation. The awards highlighted six categories of achievement, including notable winners such as The Ivy Collection, Mason Companies Inc., and US Radiology Specialists.
Key achievements among winners include:
- The Ivy Collection automated 20% of routine inquiries
- Mason Companies Inc. automated 35% of chat inquiries, saving $60,000 annually
- US Radiology Specialists automated 75% of outbound calls, increasing conversion rates by 24% and generating $4M in additional revenue
- Exact Sciences achieved 45% call containment and 60% decrease in scheduling time
- TruConnect Communications reduced after-call work by 40%
- IAA drove 300% growth in chat utilization and 52% reduction in employee attrition
Five9 (FIVN) ha annunciato i vincitori dei suoi New Era of CX Awards 2024, riconoscendo le aziende che eccellono nell'esperienza del cliente e nell'implementazione dell'IA. I premi hanno messo in evidenza sei categorie di riconoscimento, tra cui vincitori notevoli come The Ivy Collection, Mason Companies Inc. e US Radiology Specialists.
I risultati chiave tra i vincitori includono:
- The Ivy Collection ha automatizzato il 20% delle richieste di routine
- Mason Companies Inc. ha automatizzato il 35% delle richieste tramite chat, risparmiando $60.000 all'anno
- US Radiology Specialists ha automatizzato il 75% delle chiamate in uscita, aumentando i tassi di conversione del 24% e generando $4 milioni in entrate aggiuntive
- Exact Sciences ha raggiunto il 45% di contenimento delle chiamate e una riduzione del 60% nei tempi di programmazione
- TruConnect Communications ha ridotto il lavoro dopo la chiamata del 40%
- IAA ha registrato una crescita del 300% nell'utilizzo della chat e una riduzione del 52% nel turnover dei dipendenti
Five9 (FIVN) anunció a los ganadores de sus New Era of CX Awards 2024, reconociendo a las empresas que destacan en la experiencia del cliente y en la implementación de IA. Los premios resaltaron seis categorías de logro, incluidos ganadores destacados como The Ivy Collection, Mason Companies Inc. y US Radiology Specialists.
Los logros clave entre los ganadores incluyen:
- The Ivy Collection automatizó el 20% de las consultas rutinarias
- Mason Companies Inc. automatizó el 35% de las consultas por chat, ahorrando $60,000 anuales
- US Radiology Specialists automatizó el 75% de las llamadas salientes, aumentando las tasas de conversión en un 24% y generando $4 millones en ingresos adicionales
- Exact Sciences logró un 45% de contención de llamadas y una reducción del 60% en el tiempo de programación
- TruConnect Communications redujo el trabajo posterior a las llamadas en un 40%
- IAA impulsó un crecimiento del 300% en la utilización del chat y una reducción del 52% en la rotación de empleados
Five9 (FIVN)는 고객 경험과 인공지능(AI) 구현에서 뛰어난 기업을 인정하는 2024년 New Era of CX Awards의 수상자를 발표했습니다. 이 상은 The Ivy Collection, Mason Companies Inc., US Radiology Specialists와 같은 주목할만한 수상자를 포함하여 여섯 가지 성과 카테고리를 강조했습니다.
우승자 중 주요 성과는 다음과 같습니다:
- The Ivy Collection은 일상적인 문의의 20%를 자동화했습니다.
- Mason Companies Inc.는 채팅 문의의 35%를 자동화하여 연간 $60,000를 절감했습니다.
- US Radiology Specialists는 외부 통화의 75%를 자동화하여 전환율을 24% 증가시키고 추가 수익으로 $4M을 창출했습니다.
- Exact Sciences는 45%의 통화 유지율과 60%의 일정 소요 시간 감소를 달성했습니다.
- TruConnect Communications는 통화 후 작업을 40% 줄였습니다.
- IAA는 채팅 사용량을 300% 증가시키고 직원 이직률을 52% 감소시켰습니다.
Five9 (FIVN) a annoncé les lauréats de ses New Era of CX Awards 2024, reconnaissant les entreprises qui excellent dans l'expérience client et l'implémentation de l'IA. Les prix ont souligné six catégories de réussite, avec des lauréats notables tels que The Ivy Collection, Mason Companies Inc. et US Radiology Specialists.
Les principales réalisations parmi les gagnants comprennent:
- The Ivy Collection a automatisé 20% des demandes habituelles
- Mason Companies Inc. a automatisé 35% des demandes par chat, économisant 60 000 $ par an
- US Radiology Specialists a automatisé 75% des appels sortants, augmentant le taux de conversion de 24% et générant 4 millions $ de revenus supplémentaires
- Exact Sciences a atteint un taux de maintien des appels de 45% et une réduction de 60% du temps de planification
- TruConnect Communications a réduit le travail après l'appel de 40%
- IAA a enregistré une croissance de 300% de l'utilisation de la chat et une réduction de 52% du taux de rotation des employés
Five9 (FIVN) hat die Gewinner der New Era of CX Awards 2024 bekannt gegeben, die Unternehmen anerkennen, die in der Kundenerfahrung und der KI-Implementierung herausragend sind. Die Auszeichnungen hoben sechs Leistungskategorien hervor, darunter bemerkenswerte Gewinner wie The Ivy Collection, Mason Companies Inc. und US Radiology Specialists.
Die wichtigsten Erfolge unter den Gewinnern umfassen:
- The Ivy Collection hat 20% der Routineanfragen automatisiert
- Mason Companies Inc. automatisierte 35% der Chat-Anfragen und sparte jährlich $60.000
- US Radiology Specialists automatisierten 75% der ausgehenden Anrufe, was die Konversionsrate um 24% erhöhte und zusätzliche Einnahmen von 4 Millionen Dollar generierte
- Exact Sciences erzielte eine Anrufcontainment-Rate von 45% und eine 60%ige Verringerung der Terminierungszeit
- TruConnect Communications reduzierte die Nachbearbeitungszeit nach Anrufen um 40%
- IAA steigerte die Chat-Nutzung um 300% und verringerte die Fluktuation der Arbeitnehmer um 52%
- Mason Companies achieved $60,000 in annual savings and 92% CSAT score
- US Radiology Specialists generated $4M in additional revenue and 24% increase in conversion rates
- IAA achieved 300% growth in chat utilization and 52% reduction in employee attrition
- Multiple clients reported significant automation improvements ranging from 20% to 75%
- None.
Awards celebrate most innovative companies and individuals redefining customer experience and AI in business
“We are thrilled to recognize these trailblazers who are leading the charge in advancing CX and AI,” said Andy Dignan, Chief Operating Officer, Five9. “The New CX redefines how brands connect with customers – transforming fragmented, experiences to seamless, AI-driven journeys. We are honored to celebrate these leaders who continue to push the boundaries of what is possible with CX and AI to make every interaction more connected, effortless, and personal. Their innovative strategies inspire us all as we navigate the new era of CX.”
The New Era of CX Awards 2024 recognize achievement in six categories:
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AI-Elevated CX Trailblazer: The Ivy Collection is celebrated as a visionary in seamlessly integrating Five9 AI into its CX and EX strategies. A leader in luxury hospitality that fields over 9,000 calls daily, The Ivy Collection leveraged Five9 chatbots and its Salesforce integration to automate
20% of routine inquiries so agents can focus on high touch interactions and generate more reservations.
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Best CX Self-Service: Mason Companies Inc. is recognized as an organization that has expertly harnessed the Five9 Intelligent CX Platform to create seamless customer experiences across touchpoints. Leveraging Five9 email, chat, and virtual AI agents, retailer Mason Companies Inc. automated
35% of chat inquiries and freed up over 4,000 agent hours. As a result, Mason Companies Inc. garnered$60,000 92% CSAT score, and developed happier agents.
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Best CX Platform Innovator: US Radiology Specialists is honored for its leadership and innovation using the Five9 Intelligent CX Platform's ecosystem of partners to up-level customer and employee experiences. Healthcare company US Radiology Specialists handles 3.5 million calls a year, and it leverages Five9 to streamline operations by automating
75% of outbound calls and cutting call times by 4.5 min. As a result, US Radiology Specialists has freed up agents to handle more complex issues, increased conversion rates by24% , and generated an additional$4 million
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Most Trusted Expert Award: Exact Sciences is recognized as a standout leader that has partnered with Five9 to achieve employee experience excellence. Exact Sciences is a leader in home cancer screening and knows that exceptional customer experiences start with empowered employees. By modernizing their contact center with Five9, Exact Sciences automated routine tasks, achieving
45% in call containment and a60% decrease in scheduling time. Leveraging Five9, Exact Sciences' agents have more time to focus on real, patient-centered interactions, creating a better environment for everyone.
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CX Leader of the Year: TruConnect Communications is celebrated as an organization that uses the Five9 Intelligent CX Platform to blend CX excellence with social good. TruConnect Communications is a nationwide provider of affordable wireless services, dedicated to bridging the digital divide and empowering underserved communities. By leveraging Five9, TruConnect has streamlined operations, reducing after call work by
40% and providing seamless self-service tools that put control in the hands of customers.
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Judge’s Choice Winner: IAA an RB Global Inc. Company is recognized as the Judge’s Choice Winner which is presented to a leader that consistently stood out with high rankings in multiple categories, earning recognition from both Five9 and industry analyst judges. This award honors remarkable achievements and earns special recognition for CX excellence that can't be applied for. A global leader in commercial assets and vehicle auctions, IAA leveraged Five9 IVA, workforce optimization and quality assurance to transform the entire customer journey. IAA drove
300% growth in chat and text utilization, a52% reduction in employee attrition, and a10% decrease in repeat call rates.
Five9 congratulates all the winners and thanks every participant along with our Five9 Partners for their dedication to shaping the future of customer experience. To learn more about the New Era of CX Awards and how Five9 empowers organizations to transform CX, visit here and watch the award ceremony replay here.
About Five9
The Five9 Intelligent CX Platform, powered by Five9 Genius AI, provides a comprehensive suite of solutions to power AI-elevated customer experiences that deliver better business outcomes and Bring Joy to CX™. Our unified cloud-native offering enables hyper-personalized customer experiences and more empowered employees, making every customer interaction more connected, effortless, and personal. Trusted by 2,500+ customers and 1,400+ partners globally, Five9 brings together the power of AI, our platform, and our people to drive AI-elevated CX.
For more information, visit www.five9.com.
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View source version on businesswire.com: https://www.businesswire.com/news/home/20250123289220/en/
Hannah Blackington
Corporate Communications Director
Press@five9.com
Source: Five9
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