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Five9 Elevates Omni-Channel Customer Engagement with Digital Self-Service, AI Design, and Analytics

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San Ramon, CA, USA, Dec 6, 2022 -- Five9, Inc. (NASDAQ: FIVN), a provider of the intelligent cloud contact center, 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 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."

"This release further extends our approach of embedding AI into the core Five9 platform," said Callan Schebella, EVP, Product Management, Five9. "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."

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

Date Posted: Wednesday, December 7, 2022



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