Five9, Inc. (NASDAQ: FIVN), a leading provider of the intelligent cloud contact center, today announced new capabilities that help businesses deliver more engaging and unified customer journeys across digital and voice channels and between virtual and live agents. These features include rich media for digital and voice channels, multi-modal engagement capabilities, real-time language translation, enhanced developer tools for Five9 IVA Studio users, and integrated analytics to optimize interactions.
“Customers have high expectations when they contact their favorite brands, regardless of whether they employ self-service, digital or voice,” explains Dan Miller, Lead Analyst at Opus Research. “Too often, the customer experience is disjointed and fragmented, which can cause frustration and, even worse, attrition. By employing collaborative intelligence, many companies can overcome the inherent complexities involved in integrating multiple touchpoints across both self-service and assisted channels.”
Five9 is helping organizations address these challenges by delivering flexible and practical tools for deploying and managing AI applications, as well as the ongoing integration of real-time analytics and business intelligence, to make experiences more “fluid.”