company

Five9

Cloud contact center software vendor selling routing, agent assist and voice AI to customer service operations.

Known aliases

Five9 Inc.

Relationships

No evidence-backed relationships are recorded.

Current clusters

product1 publisher

Five9's CEO reserves complex, high-value and sensitive calls for humans

Amit Mathradas, who took over Five9 in February, says the misconception is that humans are going away from the contact center. The customer result he offers is a containment rate above 50%.

Publishers:siliconangle.com

Reality

Evidence20
Adoption24
Hype gap+34
Incentives82
Confidence44

product1 publisher

theCUBE Research's Laliberte ties contact center AI payback to knowledge management gaps

Legacy scores reward a short call that fixed nothing, and the two analysts on theCUBE's contact center summit coverage say AI payback now depends on the content the agent reads from and on whether the problem closed.

Publishers:siliconangle.com

Reality

Evidence28
Adoption: Insufficient
Hype gap+28
Incentives74
Confidence58