Top 5 Finalists for Five9 New Era of CX Awards: AI-Elevated CX Trailblazer
January 7, 2025
Five9’s New Era of CX Awards honors the most innovative companies redefining CX and AI in business. After receiving an impressive volume of entries, we’re excited to announce our top five finalists.
Every entrant showcases the exceptional efforts of CX teams dedicated to designing, delivering, and implementing innovative and impactful customer experiences. It truly has been an honor to read their stories – we deeply appreciate every organization that took the time to share their CX journey with us.
AI-Elevated CX Trailblazer Top 5 Finalists
This award celebrates visionary leadership in seamlessly integrating Five9 AI into their CX and EX strategies. They have overcome data and regulatory hurdles by leveraging platform intelligence and crafting unique, delightful experiences for customers and employees. It highlights CX excellence, growth, and impact, all driven by people and powered by AI.
IAA. This trusted global auctioneer marketplace solutions for commercial assets and vehicles, transformed its contact center with Five9 AI agents, Workforce Management, and Quality Assurance resulting in a 300% growth in chat and text utilization, 52% reduction in employee attrition, and 10% reduction in repeat call rates.
OPENLANE. As a leading operator of digital marketplaces for wholesale used vehicles, this company deployed Five9 Agent Assist to provide valuable support to new agents and more in-depth support to experienced agents, resulting in a 11-point increase in NPS, improved agent retention, and highly personalized customer service.
The Ivy Collection. One of Great Britain’s most beloved A-lister restaurants for more than a century, this multi-location business’ small contact center receives 9K calls per day. To maintain its legendary VIP experience and scale, it deployed Five9 AI automation with autodialers, a Salesforce integration, and chatbots to offload 20% of Q&A calls from agents, increase reservation conversions, and automatically build customer profiles for an exceptional white glove experience.
US Radiology Specialists. A premier provider of diagnostic imaging services in approximately 180 locations, this company fields 3.5 million calls per year. By deploying Five9 AI agents, it was able to automate 75% of outbound calls, slice off 4.5 minutes per call, and save $400K in labor – ultimately driving a 24% higher conversion rate equating to $4M in additional revenue.
Wyndham Hotels & Resorts. The world’s largest hotel franchising company scaled its exceptional customer service with Five9 AI agents, resulting in a 50% containment rate, and implemented a Salesforce integration to lay the foundation for an unprecedented level of digital transformation built on AI and automation.
Again, outstanding work and innovation by some truly amazing companies. We wish each one the best of luck and look forward to congratulating the winners on January 23, 2025! Register to join us using this link.
