Five9, Inc. (NASDAQ: FIVN), a leading provider of the Intelligent CX Platform and Invoca, a cloud leader in AI conversation intelligence, today announced that they have expanded their strategic partnership to deliver a solution that enables deeper insight into real-time data throughout the entire customer journey and brings the contact center and the marketing teams closer together to enable more “fluid” CX.
This customized solution called PreSense, combines the power of Five9 Intelligent CX Platform with Invoca’s conversation intelligence technology, giving contact center agents visibility into a caller’s digital journey before the call takes place. Insights from PreSense help reduce call handling times, increase contact center productivity, and help enable more fluid customer experiences that flow effortlessly through channels, and between virtual and human agents.
For example, an agent could see if a customer researched a specific product or responded to a particular offer online and use this pre-call context to provide tailored recommendations. Additionally, Invoca PreSense helps contact centers optimize the blend of automation and live assistance. Based on pre-call journey data, customers are connected directly to skilled agents with specialized product expertise to guide them through complex purchases, while routine calls, such as checking an order status, can be routed to a Five9 Intelligent Virtual Agent. In turn, agents can maximize their opportunities to personalize customer journeys, increase satisfaction, remove the frustration for the customer and transform contact centers into strategic growth drivers.
[…]
