Top 5 Finalists for Five9 New Era of CX Awards: Most Trusted Expert
January 16, 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.
Most Trusted Expert – Top 5 Finalists
The Most Trusted Expert Award honors leaders and teams who excel in creating exceptional employee experiences to drive customer success. These finalists partner with Five9 to implement innovative strategies, leveraging tools like digital interaction recording, analytics, quality management, and gamification to empower their teams. By fostering a culture of performance and excellence, they enhance outcomes, scale operations, and support their people with resources and real-time insights for anywhere, anytime work.
Exact Sciences. A leading provider of at home cancer screening tests, this enterprise scaled, automated, and modernized its contact center with Five9, resulting in a 45% call containment rate, and 60% in time savings when scheduling carrier pickup services.
OceanFirst Bank N.A. This community-focused financial services organization enhanced its customer service with Five9, achieving a 14% improvement in average handle time, a 6% reduction in employee turnover, and a drop in corrective actions from 58% to 38%, significantly improving its customer and employee experience.
Tusker. The leading UK vehicle leasing provider modernised its contact center with Five9, achieving significant annual savings through self-service and automated call summaries while cutting average handle times by 13%.
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.
Yopa. This UK real estate firm modernized its contact center with Five9, scaling from 20K to 120K calls per month. It improved speed to dial from 2 minutes to under 60 seconds and increased time-on-calls from 18% to 30%, resulting in higher customer satisfaction and better agent retention.
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 in January! Register to join us using this link.
