Five9 and Invoca have expanded their partnership to offer a new solution that provides more in-depth and real-time data analysis across the customer journey, bridging the gap between the contact center and marketing teams for a more seamless customer experience.
The new solution - PreSense - is a combination of Five9's Intelligent CX Platform and Invoca's conversation intelligence technology which provides contact center agents with a view of a caller's online journey prior to the actual call. The data and insights gathered through PreSense can help agents reduce call handling time, boost productivity, and enable a more seamless customer experience across multiple channels and agents.
“The more an agent knows about a caller, the better the experience they can provide. We now have a way to share rich pre-call insight directly in Five9, providing contact centers with data that reveals the exact state-of-mind of the caller. We are proud to launch this solution, which was built aligned with a mutual vision to modernize the customer experience with actionable data and seamless automation,” says Gregg Johnson, CEO, Invoca.
For instance, if a customer has researched a specific product or responded to a particular offer, PreSense allows contact center agents to leverage this pre-call context to offer personalized recommendations to the customer. Furthermore, PreSense helps contact centers strike a balance between automation and live assistance. Customers can be directed to skilled agents with specialized knowledge of the product or service being discussed by analyzing pre-call journey data. Routine inquiries, such as checking order status, can be routed to an Intelligent Virtual Agent. This enables agents to offer personalized customer experiences, increase satisfaction, reduce customer frustration, and transform contact centers into key growth drivers.
“At Five9, we recognize that our partners play a key role in delivering customer business outcomes. Our solutions together provide an integrated digital to voice conversation experience, empowering agents to provide the personalized experience today’s consumer's demand. This new solution is a result of market demand to connect the contact center to the rest of the business and a strong partnership and commitment by both of us to take contact centers to the cloud and deliver memorable customer experiences,” said Jake Butterbaugh, Senior Vice President, Global Partner Organization, Five9.
Invoca PreSense is currently available to customers across the U.S., UK, and Canada through Five9.At the end of last year, Five9 unveiled new capabilities that enable companies to provide more engaging experiences across digital and voice channels and extract more value from their data.