Five9 improves omnichannel customer engagement with innovations in digital self-service, AI design and analytics

San Ramon, California and Munich, Germany –



Five9, Inc. (NASDAQ: FIVN), a leading provider of intelligent cloud contact centers, today announced new capabilities that help companies deliver engaging and unified customer journeys across digital and voice channels and bridge the gap between virtual and live agents. These features include rich media for digital and voice channels, multimodal interaction capabilities, real-time language translation, advanced developer tools for Five9 IVA Studio users, and built-in analytics to optimize interactions.

“Customers have high expectations when engaging with their favorite brands – whether through self-service, digital or voice channels,” said Dan Miller, principal analyst at Opus Research. “Too often, the customer experience is disjointed and fragmented, which can lead to frustration and, worse, churn. By applying collaborative intelligence, many organizations are able to overcome the inherent complexity of integrating multiple touchpoints across self-service and assisted channels are.”

Five9 helps organizations meet these challenges by providing flexible and practical tools to deploy and manage AI applications, as well as continuous integration of real-time analytics and business intelligence to make experiences “smoother”.

“With this release, we’re expanding our approach to integrating AI into the core Five9 platform,” said Callan Schebella, EVP, Product Management, Five9. “The integration of Five9 IVA Studio and Five9 Intelligent Cloud Contact Center enhances collaborative intelligence, a unique integration created by Five9 that combines and strengthens the capabilities of contact center agents, AI and business intelligence to improve the service experience for customers and agents Our latest innovations add , expansion and integration of channels easier and less resource-intensive with uniform delivery, interaction management and real-time analysis across all channels.”

Seamless customer experiences

The latest Five9 enhancements enable companies to design and implement customer journeys that take the most efficient and personalized path across all channels and between virtual and live agents leveraging the best of “Collaborative Intelligence”.

Rich media controls enable customers to send and receive digital content such as images, documents, videos and audio files, as well as buttons to link, reply, send back and add a location when using Five9 Digital IVA and Five9 Messenger. In addition, companies can now easily convert self-service on the voice channel to a digital service.

An example: A customer calls his insurance company to report a claim. To facilitate scheduling an appointment with a claims adjuster, an IVA can send an SMS with a link to a visual form that displays a list of available appointments.

With Five9 Messenger’s new real-time translation capabilities, businesses can also serve a wider multilingual audience while simplifying employee needs. This allows contact center agents who speak English to serve customers who speak other languages.

You can find out more about this in this explanatory video.

IVA development has become more collaborative

Five9 IVA Studio, the low-code platform that empowers anyone to create IVA applications using drag and drop or with a library of preconfigured templates, has been enhanced to increase collaboration and productivity. The updated tools give all teams a better overview of the application’s edit history and which team members are editing the same application.

Powerful programming tools that reduce development time

As larger companies with more complex business needs adopt Studio, Five9 offers new innovations to meet the needs of software developers and partners.

Studio has been enhanced with more powerful programming tools, including JavaScript support, which makes the design environment extremely flexible, and the ability to control Studio via APIs. For example, a Five9 enterprise customer now uses APIs to automatically push task updates to a staging environment before releasing them for testing.

Support for more conversational AI engines

Studio has also been extended to support multiple Natural Language Processing (NLP) engines to give customers more flexibility and choice when building applications to choose the best engine for their use. These new NLP technologies include IBM Watson Assistant and Google Dialogflow Knowledgebase integration, which enables developers to quickly create FAQ-style applications by simply pointing to a web-based URL containing a list of frequently asked questions. In addition, Five9 has expanded its partnership with LumenVox to include the open transcription speech recognition platform. This speech recognition platform allows Five9 Studio to more accurately analyze customer calls in real time to better understand customer intent.

Read more about IVA development in Studio in this data sheet.

A modern, intuitive analysis platform

Today, it is critical for contact centers to unify and analyze customer interactions across all channels, self-service and live, breaking down data silos to transform data into a winning CX strategy. To truly optimize CX performance, contact center managers need the ability to define their individual success metrics.

Five9 Analytics integrates state-of-the-art business intelligence with Five9 operational data in a contact center intelligence platform. Users gain insight into the performance of self-service and live channels to see where workflows can be added or improved.

Five9 Analytics provides an analytics-enabled, unified data warehouse that enables contact center business analysts to interact with and explore their data without requesting custom reports, accelerating their business insights. With this release, Five9 simplifies the creation of customized reports, dashboards and metrics to measure KPIs critical to individual business success.

Read more about the new Five9 Analytics in this data sheet.

Source: Business Wire

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