Five9 Partners with Google Cloud on Customer Experience

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Five9 Partners with Google Cloud on Customer Experience

These days, it seems like countless companies have decided to play nicely together in the hopes of offering better experiences to their users and customers. We’ve got Cisco and Microsoft allowing employees to enjoy combined collaboration experiences, as well as Poly, 8×8, and ScanSource creating new VAR opportunities.

Now, Google Cloud, one of the largest cloud providers in the world, has partnered with cloud communications innovator, Five9. Following the arrival of the Contact Center AI solution from Google Cloud (Available as of the 14th of November), Five9 has built an integration to enhance the CCAI experience. Five9 was already a CCAI partner, and one of the first to deliver a new integration for the platform. The Five9 brand has already begun its first customer implementation of the CCAI product, though they refuse to give too many details. What we do know is that the customer is a streaming entertainment provider and that Five9 is working with a leading CRM company on the implementation.

Cloud Contact Center AI Plus Five9 Technology

The joint solution between Google Cloud’s Contact Center AI and Five9 will provide modern contact centre agents with more context for their customer conversations. The offering claims to provide guidance, assistance, and recommendations as agents speak to customers. As part of the implementation, a real-time streaming API from Five9 will be delivering voice conversation and contextual data from the Five9 contact centre into Google CCAI.

The Google Cloud CCAI can then perform real-time transcriptions of conversations, along with the tagging of essential phrases and keywords. Tags will be able to trigger the presentation of essential knowledgebase articles to support the agent in the CRM desktop and speed up time to resolution.

A New Era for Customer Satisfaction

The joint offering from Google and Five9 aims to enhance customer satisfaction with quicker and more efficient solutions to problems. The AI-powered implementation comes with benefits like:

  • Improved consistency in answers to customers
  • Faster training for contact centre agents
  • Quicker discovery of on-the-hob knowledge for agents
  • Support for delivering higher levels of service for agents
  • Increased accuracy of suggested responses over time
  • Advanced agent assistance available within their existing CRM

Five9 plans to continue innovating and developing its customer offerings with the latest solutions from Google and other providers.

 

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