#contactcenterworld

San Ramon, CA & Santa Barbara, CA, USA, March, 2023 - Five9, Inc. (NASDAQ: FIVN), a provider of the Intelligent CX Platform and Invoca, a cloud provider in AI conversation intelligence, 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.

Brent Laakso, Marketing Operations Manager at Zinnia Health, a joint customer of Five9 and Invoca, said, "When our agents have no idea what patients may have researched online before they called, delivering a positive, seamless experience is nearly impossible. Pairing Invoca with Five9 allows us to improve our call routing and tracking, through more accurate and granular attribution, at scale, with greater efficiency than ever before."

"The more an agent knows about a caller, the better the experience they can provide. We now have a way to share rich pre-call insight directly in Five9, providing contact centers with data that reveals the exact state-of-mind of the caller," says Gregg Johnson, CEO of Invoca. "We are proud to launch this solution, which was built aligned with a mutual vision to modernize the customer experience with actionable data and seamless automation."

Jake Butterbaugh, Senior Vice President, Global Partner Organization, added, "At Five9, we recognize that our partners play a key role in delivering customer business outcomes. Our solutions together provide an integrated digital to voice conversation experience, empowering agents to provide the personalized experience today’s consumer's demand. This new solution is a result of market demand to connect the contact center to the rest of the business and a strong partnership and commitment by both of us to take contact centers to the cloud and deliver memorable customer experiences."

Invoca PreSense is now generally available to customers across the U.S., UK and Canada through Five9.

#contactcenterworld

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

Date Posted: Monday, March 27, 2023