Five9 has announced enhancements to its integration with Zendesk Talk Partner Edition (TPE). By combining their technologies, Five9 and Zendesk are focused on ensuring that every customer interaction is personalized and seamless. The enhancements leverage Zendesk's latest features, such as Voice Comment and Standard Call Object, to streamline agent workflows and enhance contact center capabilities.
“By integrating with Zendesk’s latest technology, we’re providing support agents and customers with more enhanced, seamless experiences. The complementary solutions allow enterprises to reimagine what the customer service experience looks like by equipping agents with tools that swiftly identify customer needs and deliver timely resolutions,” said Scott Black, RVP, Business Development at Five9.
The new features capitalize on Zendesk's recent release's capabilities, particularly Voice Comment and Standard Call Object. These features equip agents with the contextual data necessary to identify customer needs promptly and provide resolutions effectively. Five9's extensive customer ticket data, including caller identity and intent gathered from its Intelligent Virtual Agent (IVA), is seamlessly integrated into Zendesk's interface using the Voice Comment feature through Five9's Agent Assist, assisting live agents with relevant information.
The enhancements offer several advantages to both agents and customers. These include a more user-friendly ticketing interface for efficient workspace management, a collapsible ticket view that organizes Five9 call data into prioritized sections, and improved agent guidance for enhanced customer experiences. In addition, the introduction of parent-child ticket aggregation simplifies ticket handling by consolidating related tickets into a single view, providing agents with comprehensive context and enhancing personalization and satisfaction for customers.
Moreover, the integration introduces increased automation to streamline workflows, such as automatic call logging for missed or abandoned calls, eliminating the need for agents to create manual tickets. Moreover, it establishes an AI-Ready Framework for sharing real-time customer data insights with live agents, enabling the activation of existing Five9 AI for real-time guidance, transcriptions, and summaries, thus enhancing overall efficiency and effectiveness in customer service delivery.
“Our partnership with Five9 remains pivotal in our mission to develop customer support solutions that focus on improving contact center efficiencies and deliver superior experiences to their customers. With improvements to agent guidance and automated workflows, live agents are better equipped to effectively decipher and perform the task at hand. Our long-standing partnership with Five9 is making it easy for businesses to tap into powerful solutions from both companies. Together, we’re making it possible to predict and meet customer needs, no matter how rapidly they change,” said Tim Marsden, Senior Director, Technology Alliances at Zendesk.
In other news, Five9 has unveiled GenAI Studio, a solution revolutionizing the integration of Generative AI models, such as OpenAI, into contact centers with unparalleled ease and customization.
