Five9 Announces AI Integration with Salesforce for a Unified View of the Customer
05 June 2024 - 11:00PM
Business Wire
Full integration of Salesforce Einstein AI
with the Five9 Platform Delivers Capabilities for Relevant,
Hyper-Personalized Customer Experiences
Five9, (NASDAQ: FIVN), provider of the Intelligent CX Platform,
today announced the next step in its collaboration with Salesforce,
focused on delivering joint AI-powered solutions to improve
customer experiences (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 service customer requests, improve contact center
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.
For a deeper look into the Five9 integration to Service Cloud
Voice, including common use cases, register for the webinar “Unlock
Efficiency with the Power of AI: Five9 and Salesforce Service Cloud
Voice” on Tuesday, July 23.
An on-demand playback of the December 2023 Five9 and Salesforce
joint webinar is also available here, covering topics, including
the use of data for personalization, best practices for leveraging
engagement data to improve experiences, and how companies can be
more customer centric.
Salesforce, Einstein, and others are among the trademarks of
Salesforce, Inc.
About Five9
The Five9 Intelligent CX Platform provides a comprehensive suite
of solutions to engage with customers across their channel of
choice, empower managers with insights and intelligence into
contact center performance, and elevate your business to deliver
better business outcomes and Bring Joy to CX™. Our cloud-native,
scalable, and secure platform includes contact center; omnichannel
engagement; Workforce Engagement Management; extensibility through
more than 1,400 partners; and innovative, practical AI, automation,
and journey analytics that are embedded as part of the platform.
Five9 brings the power of people, technology, and partners to more
than 2,500 organizations worldwide.
For more information, visit www.five9.com.
Engage with us @Five9, LinkedIn, Facebook, Blog
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version on businesswire.com: https://www.businesswire.com/news/home/20240605840090/en/
Media Contact: Hannah Blackington Press@five9.com
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