Top 5 Finalists for Five9 New Era of CX Awards: Best Self-Service
January 9, 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.
Best CX Self-Service Award – Top 5 Finalists
The Best Self-Service CX award category celebrates organizations that empower customers with smart, accessible self-service solutions leveraging the Five9 Intelligent CX Platform. By harnessing the power of AI and automation, these innovators empower customers to take control of their journeys, choose their preferred pace and channel, and enjoy seamless, satisfying experiences at every touchpoint.
IAA. A trusted global auction marketplace for commercial assets and vehicles transformed its contact center using Five9 AI agents, Workforce Optimization, and Quality Assurance. The results: a 300% growth in chat and text, a 52% decrease in employee attrition, and a 10% drop in repeat call rates.
Mason Companies Inc. A 120-year-old retailer founded in 1904 modernized its customer service with Five9 by enhancing its email, chat, and AI agents. This transformation led to a 35% chat containment rate, $60K in annual labor reallocation, 4,000+ agent hours freed, and a 92% CSAT score, all while boosting efficiency and agent retention.
Mexico Travel Group. A leading travel agency scaled and automated its service and customer experience with Five9 AI agents, increasing coverage from 49% to 98% with 24/7 care, driving considerable cost savings and enhancing operational efficiency.
Exact Sciences. A provider of at-home cancer screening tests scaled, automated, and modernized its contact center with Five9. They experienced a 45% call containment rate and a 60% uptick in time savings for carrier pickup scheduling.
Marsh McLennan. A global leader in risk, strategy, and people migrated 100+ contact centers, 3,000+ agents, and 5,000 telephone numbers to Five9 across 36 countries, improving its customer service experience while cutting operational costs.
Once again, we commend the outstanding work and innovation demonstrated by these remarkable companies. We extend our best wishes to each of them and look forward to celebrating the winners in January 23, 2025! Register to join us using this link.
