Five9 has expanded its collaboration with Salesforce through the integration of Salesforce Einstein into the latest release of Five9 for Service Cloud Voice with Partner Telephony. Starting June 30, this suite of AI solutions will enable agents to handle service customer requests better, improve contact center management's understanding of overall health of operations, and finally, exceed customer expectations.
Building on more than 15 years of collaboration, the two companies made it possible for organizations to automatically update call dispositions within the Five9 call database, as well as maintain reporting accuracy across the integration.
Using Five9’s open APIs and Five9 TranscriptStream, the Einstein AI engine identifies instances where agents can provide real-time solutions, prompting ‘Next Best Action’ agent guidance.
“Five9 understands the power of elevating the customer experience through innovative technology and seamless integrations. 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,” said Dan Burkland, President, Five9.
Einstein AI 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.
“Service Cloud Voice with Five9 uses AI to deliver a better customer experience. 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,” said Ryan Nichols, Chief Product Officer, Service Cloud, Salesforce.
