Five9 and Salesforce Integrate for Hyper-Personalized CX

Integration concept with puzzle pieces and code
Filed under - Contact Centre News,

Five9 has announced the next step in its collaboration with Salesforce, focused on delivering joint AI-powered solutions to improve customer experiences (CX) in the contact centre.

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 service customer requests, improve contact centre management’s understanding of the overall health of operations, and provide customer resolutions that exceed expectations.

Using Five9’s open APIs and Five9 TranscriptStream, the Einstein AI engine identifies opportunities to empower agents with real-time solutions, prompting ‘Next Best Action’ agent guidance.

The solution can also generate real-time transcription of customer conversations, vet call recordings for accuracy and relevance to other customer touchpoints, and integrate with Salesforce Einstein Conversation Insights to strengthen conversation intelligence.

“Five9 understands the power of elevating the customer experience through innovative technology and seamless integrations,” said Dan Burkland, President, Five9.

“Our collaboration with Salesforce pushes the boundaries of what is possible. Infusing Einstein’s AI insights into the contact center and CRM eliminates repetitive tasks, while also guiding agents with the next best actions they know will help them be more effective.”

At 15+ years, the Salesforce-Five9 collaboration is one of the longest-standing in CCaaS, with Five9 most recently incorporating Five9 call dispositions for agents to access within the Salesforce Omni-Channel widget or Voice Call page.

This configuration enables organizations to automatically update call dispositions within the Five9 call database, to ensure reporting accuracy across the integration.

Both companies are delivering on the growing appetite for AI solutions to improve customer engagement, regardless of where the interaction lies along the customer journey.

“Five9’s deeper integration with Salesforce Einstein offers a new level of choice for customers who are looking for AI capabilities that best match their contact center needs and existing technology investments,” said Sheila McGee-Smith, President & Principal Analyst at McGee-Smith Analytics.

“When coupled with features like Five9 TranscriptStream – also being announced today – organizations can dramatically reduce an agent’s workload while improving the customer’s overall experience.

This next step in the Salesforce-Five9 relationship shows the commitment each company has to its sizable joint customer base to easily take advantage of 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 is focused on more than a ‘single pane of glass’– we’re bringing together customer data, knowledge, and now real-time conversation transcripts to ground AI to help make agents more productive and delight your customers.”

These new enhancements to Five9 for Service Cloud Voice with Partner Telephony will be available starting June 30 2024.

This blog post has been re-published by kind permission of Five9 – View the Original Article

For more information about Five9 - visit the Five9 Website

About Five9

Five9 Five9 provides end-to-end solutions with omnichannel routing, analytics, WFO, and AI to increase agent productivity and deliver tangible business results.

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Author: Five9

Published On: 5th Jun 2024 - Last modified: 6th Jun 2024
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