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News : Five9 Extends its Digital Workforce Solutions with Support for Life-Like Synthetic Voices

#contactcenterworld, @Five9

San Ramon, CA, USA, Dec 7, 2021 -- Five9, Inc. (NASDAQ: FIVN), a provider of the intelligent cloud contact center, announced it is adding a new capability to help businesses reimagine their self-service experiences using life-like conversational AI synthesized from human voices.

The new capability, Five9 Virtual Voiceover, will be available to Five9 Inference Studio 7 users at no additional cost. Studio 7 is currently in controlled availability and will be generally available in early 2022.

The partnership will also allow Five9 customers to create bespoke voice avatars based on their existing voice talent, such as a trusted company spokesperson. With the talent’s permission and a few hours of recording, WellSaid can create the custom avatar and provide guidance on scripting, recording, and audio specs to ensure the highest quality results.

"In our experience, the more life-like an IVA can sound, the better the reception it will receive from the customer who is speaking with it," said Callan Schebella, EVP, Product Management, Five9. "We’re continually looking for the latest and greatest technologies to enhance the Studio platform, and we are excited to partner with WellSaid to bring this new innovation to our customers."

Custom voice avatars for the digital workforce

Five9 used WellSaid’s technology to create its own custom voice avatar, enlisting the expertise of Alex Baratta, Ph.D., senior lecturer in language, linguistics and communication at the University of Manchester, and film and television voice coach Liam French Robinson. Baratta and Robinson selected a voice actor based on key vocal traits that the experts determined to be well-suited for customer service. Then they coached the actor to amplify those traits during the process of recording his voice for the Five9 avatar.

"We look at key elements such as pitch, volume, speed, and intonation," Baratta said. "And within those categories, there are micro-level details that contribute to whether a voice is perceived as warm, engaging, trustworthy, or any other judgements made regarding how we perceive people based on their vocal quality."

The custom Five9 voice avatar will be available in Studio 7, alongside WellSaid’s standard voice avatars. The custom avatar will also serve as the voice of Five9 New Hire, an IVA designed to help Five9 customers and prospects learn about deploying IVAs in the contact center to create a digital workforce. Implementing a digital workforce that can automate customer engagement is increasingly important as businesses deal with worker shortages and increased service demand, both of which are expected to impact businesses during this holiday season.

#contactcenterworld, @Five9

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


About Five9:
Company LogoFive9 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.
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Today's Tip of the Day - Leadership Requires Listening

Read today's tip or listen to it on podcast.

Published: Wednesday, December 8, 2021

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2024 Buyers Guide Help Desk Software

 
1.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

2.) 
LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

3.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
 

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