San Ramon, CA, USA, Oct 31, 2019 -- Five9, Inc. (Nasdaq: FIVN), announced it has launched the Five9 Einstein Engagement Bot on Salesforce AppExchange, empowering enterprise contact centers to engage customers with intelligent, compelling interactions. This integration enables Einstein Bot to engage with the customer, determine the intent of their need, provide quick answers or, if necessary, intelligently escalate to a chat or a phone call back from an agent. In the case of escalation, the full context of the Einstein Bot interaction is leveraged for routing to the best agent and passed to the agent for an easy handover.
Built on the Salesforce Platform, the Five9 Einstein Engagement Bot is currently available on AppExchange.
"Five9 believes that this is part of the continuing journey to providing better customer experience," said Anand Chandrasekaran, Five9 Executive Vice President of Product Management. "We believe that AI will transform the future of the contact center empowering agents to be CX superheroes that provide efficient and extraordinary experiences to their customers."
"We love seeing our partners build solutions like the Five9 Einstein Engagement Bot on AppExchange, as we realize our ecosystem is a big part of what brings the Salesforce vision to life" said Taksina Eammano, VP of Product Management, AI and Automation at Salesforce. "Giving customers the ability to tap into automated solutions such as this empowers them to provide quicker resolution times, better customer experience, and create brand loyalists."
Posted by Veronica Silva Cusi, news correspondent
Five9 is a provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating approximately three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud. Five9 provides businesses reliable, secure, compliant and scalable cloud contact center software designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results.
Salesforce.com delivers software-as-service offering a family of on demand solutions for integrated sales force automation, campaign management, customer service and support, and document and file management to help companies meet the complex challenges of global customer communication. The company has introduced sforce, a new service that will change how applications are built as significantly as salesforce.com changed how applications are delivered.
Published: Friday, November 1, 2019
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