Five9, a cloud contact center provider, has unveiled new capabilities that assist companies in providing customers with a more engaging and unified experience across digital and voice channels, and between virtual and live agents. At the same time, this updated software maximizes the value of the data collected from the contact centers.
Among the newly released features are rich media for digital and audio channels, multi-modal engagement options, language translation in real-time, improved developer tools for Five9 IVA Studio users, and integrated analytics to optimize interactions. These improvements provide businesses with the ability to plan and carry out client journeys that take the most direct and tailored route possible across multiple channels.
By taking advantage of the Five9 digital experience powered by Five9 Digital IVA and Five9 Messenger, clients may send and receive digital content such as photographs, documents, videos and audio, as well as use buttons to connect, reply, post back and add a location.
Five9 IVA Studio, a low-code platform that enables anyone with access to develop IVA applications using drag-and-drop tools or a library of pre-configured templates, has now been upgraded to enhance collaboration and productivity.
These enhanced capabilities provide more insight into the modification history of apps, as well as which team members are modifying the same application.
Furthermore, by employing Five9 Messenger’s new real-time translation capabilities, businesses can reach a larger multilingual audience while streamlining employee requirements. This allows English-speaking contact center agents to serve consumers who speak various languages.
Callan Schebella, EVP, Product Management, Five9, commented: “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.”