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Five9 Extends its Practical AI Solutions for Low-Code Development, Voice Biometrics, Real-time Analytics and Agent Coach

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San Ramon, CA, USA, July 14, 2021 -- Five9, Inc. (NASDAQ: FIVN), a provider of the intelligent cloud contact center, announced a number of platform enhancements that make it easier to deploy customer-and-agent-facing AI solutions in the contact center. The new capabilities simplify and speed up the development of Five9 Intelligent Virtual Agents (IVAs), include a suite of pre-built IVA applications for healthcare and health insurance providers, and extend the availability of partner solutions for voice biometrics, real-time speech analytics, and agent coaching.

These features are designed to help businesses easily deploy an AI-powered digital workforce that can provide a more secure, efficient and engaging customer experience alongside live contact center agents.

"Reimagining the customer experience will require organizations to reimagine their workforces," said Callan Schebella, EVP, Product Management, Five9. "Our new capabilities make it easier for organizations to build and manage AI solutions that will enable human and digital teams to deliver next-generation customer care."The enhanced Studio platform includes:

"IVAs will increasingly be a significant part of every organization’s workforce," said Jim Lundy, Founder, CEO and Lead Analyst, Aragon Research. "With Studio, Five9 offers a comprehensive and intuitive service creation environment that non-technical personnel can use to define, build, train and maintain their IVA applications. This reduces the cost and complexity of launching IVA solutions and allows organizations to bring new innovations to market more quickly."

"These VoiceStream-powered applications are the first of many, as an increasing number of ISV partners plan to develop and release AI solutions using the APIs," Schebella said. "The combination of IVAs, alongside access to analytics and data from live agent feeds, support the Five9 mission of providing practical AI and automation solutions that can power the multi-modal workforce of the future."

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Posted by Veronica Silva Cusi, news correspondent
Source: https://www.five9.com

Date Posted: Friday, July 16, 2021


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