We are excited to announce that Five9 has completed the acquisition of Inference Solutions, the market leading provider of intelligent virtual agents (IVAs) as of November 18, 2020.
The comedian Ronny Chieng recently posted a hilarious video satirizing the new culture of customer expectation. He sharply colors how relatively recent innovations, such as same-day-delivery, no longer make the grade. We want everything right now!
The underlying truth of Chieng’s message is something we experience daily at Five9. In response to the explosive growth of ecommerce and customer expectations for instant gratification, we see the contact center quickly becoming the front door for business. While this trend has been made poignant by the demands of COVID-19, turning the contact center into a differentiated source of loyalty, revenue, and profitability is at the forefront of the digital transformation agenda.
Five9 has worked with thousands of customers across the globe on their digital transformation, and we’ve found success can hinge on introducing automation to optimize agent effectiveness and efficiency. To point, labor spend in the contact center is massive, estimated at over $210B annually. Done right, bringing automation to bear not only immediately reduces and improves the effectiveness of that spend, but also enables what customers are asking for – resolution right now! […]