Five9 Drives More Engaging Experiences with New Innovations Across Channels

Five9 has unveiled new capabilities that enable companies to provide more engaging experiences across digital and voice channels as well as to extract more value from their data. The new features include multi-modal engagement capabilities, real-time language translation, enhanced developer tools for Five9 IVA Studio users, and integrated analytics to optimize interactions.

Because customers tend to face many challenges and frustrations with self-service, both over digital and voice channels, Five9 has delivered practical tools to manage AI applications, as well as an integration of real-time analytics and business intelligence, to streamline the customer journey.

"This release further extends our approach of embedding AI into the core Five9 platform. The integration of Five9 IVA Studio and the Five9 Intelligent Cloud Contact Center enhances collaborative intelligence, a unique integration created by Five9 that combines and amplifies the abilities of contact center workers, AI, and business intelligence to improve the service experience for customers and agents. Our latest innovations make adding, expanding, and integrating channels easier and less resource-intensive with unified deployment, interaction handling, and real-time analytics across every channel,” said Callan Schebella, EVP, Product Management, Five9.

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Collaborative intelligence

New Five9 features allow businesses to deliver seamless and practical customer experiences across channels and between virtual and live agents while using the latest "collaborative intelligence." Additionally, customers can leverage rich media controls, which enable them to share digital content, including images, videos, and audio, as well as buttons to link, reply or add location, via Five9 Digital IVA and Five9 Messenger. Finally, businesses can also transform self-service on the voice channel into multimodal experiences.

For instance, if a customer called their insurance company to report a claim, an IVA could send an SMS with a link to a visual form showing the list of available appointments. Further, because of real-time translation capabilities on Five9 Messenger, companies can engage with a multilingual audience.

More collaborative IVA development

Five9 IVA Studio is a low-code platform that enables building IVA applications with drag-and-drop tools or pre-configured templates. The platform has been enhanced to increase efficiency, and with the new tools, so teams have more access to applications’ edit histories.

Programming tools for faster development

Five9 IVA Studio has added more programming tools, such as support for JavaScript,  enabling Studio control through APIs, and creating a flexible design environment. One Five9 customer is, for example, leveraging APIs to automatically push development updates to a staging environment for testing before publishing a new IVA functionality.

Support for more conversational AI engines

Studio also enables more Natural Language Processing (NLP) engines to offer more options to customers when building applications, helping them find the engine for their use case. The new NLP technologies include IBM Watson Assistant and Google Dialogflow Knowledgebase integration, enabling developers to quickly expand FAQ-style applications by pointing to a web-based URL with a list of FAQs. Through its expanded partnership with LumenVox, Five9 has added open transcription from its speech recognition platform powered by deep neural networks to enable Studio to provide more precise, real-time analysis of user calls.

An intuitive analytics platform

Integrating Five9 Analytics business intelligence with Five9 operational data has paved the way for a contact center intelligence platform. This move enables users to analyze data across channels and pinpoint where workflows can be improved.

Five9 Analytics drives business insights with the analytics-ready unified data repository enabling contact center analysts to assess data without requesting a custom report. Companies can now easily create custom reports, dashboards, and metrics.