Five9Five9, provider of the Intelligent CX Platform, announced the next step in its collaboration with Salesforce focused on delivering joint AI-powered solutions to improve the customer experience (CX) in the contact center. The latest release of Five9 for Service Cloud Voice with partner Telephony combines Salesforce Einstein with Five9’s suite of AI solutions to empower agents to better meet customer needs, improve understanding of the overall contact center management operation, and deliver customer solutions that exceed expectations.
By leveraging Five9’s open APIs and Five9 TranscriptStream, the Einstein AI engine identifies opportunities to empower agents with real-time solutions and prompt next best action guidance for agents. The solution can also create real-time transcription of customer conversations, review recordings for accuracy and relevance to other customer touchpoints, and provide Salesforce Einstein Conversation Insights to strengthen conversation intelligence.
“Five9 understands the importance of improving the customer experience through innovative technology and seamless integrations,” said Dan Burkland, President, Five9. “Our collaboration with Salesforce pushes the boundaries of what’s possible. Bringing Einstein’s AI insights to the contact center and CRM (customer relationship management) eliminates repetitive tasks while empowering agents with the ‘next best action’ guidance they know will help them be more effective.”
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At over 15 years old, the Salesforce-Five9 collaboration is one of the longest in CaaS (Contact Center as a Service), with Five9 most recently setting up Five9 Call Dispositions for agents to access as part of the Salesforce Omni-Channel widget or Voice Call page. This configuration enables companies to automatically update Call Dispositions as part of the Five9 call database to ensure reporting accuracy across the entire integration. Both companies are meeting the growing need for AI solutions to improve customer engagement, regardless of where the interaction is in the customer journey.
“Five9’s broader integration with Salesforce Einstein provides a new level of choice for customers looking for AI capabilities that best fit their contact center needs and existing technology investments,” said Sheila McGee-Smith, President & Principal Analyst at McGee-Smith Analytics. “Combined with features like Five9 TranscriptStream – also announced today – companies can dramatically reduce an agent’s workload while improving the overall customer experience. This next step in the Salesforce-Five9 relationship demonstrates each company’s commitment to their large shared customer base to easily benefit from the latest AI innovations.”
“Service Cloud Voice with Five9 uses AI to deliver a better customer experience,” said Ryan Nichols, Chief Product Officer, Service Cloud, Salesforce. “Our collaboration focuses on more than a ‘single pane of glass’ – we bring together customer data, insights and now real-time conversation transcripts to train AI to increase agent productivity and delight your customers.”
These new Five9 enhancements for Service Cloud Voice with Partner Telephony will be available June 30.
SOURCE: BusinessWire