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News : Five9 Launches Five9 Intelligent Virtual Assistant

#contactcenterworld, @Five9

San Ramon, CA, USA, June 4, 2020 -- Five9, Inc (NASDAQ: FIVN) a provider of the intelligent cloud contact center, announced the general availability of Five9 Virtual Assistant, an Intelligent Virtual Assistant (IVA), powered by Inference, that leverages conversational-AI to automate manual tasks and answer common questions in the contact center. Five9 Virtual Assistant delivers conversational experiences for organizations which need both greater efficiency and a more personal, human element in their approach to customer care.

"We are proud to partner with Five9 to deliver Inference-powered IVAs to Five9 customers," said Callan Schebella, Chief Executive Officer at Inference Solutions. "The integration of our solution enables organizations to provide advanced self-service in more than one hundred languages and pass context from those interactions to live contact center agents so that a conversation can continue seamlessly if it needs to escalate."

In recent weeks, various organizations, from small businesses to Fortune 500 companies, have been experiencing an increase in call volumes in both inbound and outbound communication. Five9 Virtual Assistant can help alleviate this problem by enabling an AI-driven voice assistant to provide a natural conversational response to customer inquiries, such as scheduling appointments, social distancing policy and updating mailing addresses, quickly and efficiently resolving common issues in an empathetic manner.

"Virtual assistants are rapidly becoming a part of everyday life as many people use IVAs, such as Siri or Alexa, to look up information or take specific actions," said Anand Chandrasekaran, Executive Vice President, Product Management at Five9. "We are now seeing this trend accelerate during COVID-19 with consumers seeking customer service solutions without having to speak to an agent or endure long wait times. Five9 is excited to announce our latest offering that utilizes AI to deliver the next generation of self-service."

"With Five9 Virtual Assistant, agent assistance, as well as support for third party chatbots integrated into Google, Five9 is putting a suite of AI solutions into the hands of our customers," said Jonathan Rosenberg, Five9 Chief Technology Officer. "This industry-first approach lets our customers rapidly deploy AI-based technology while also providing adaptability and flexibility."

"We believe that AI technologies can be de-mystified by reducing the complexity around machine learning," continues Chandrasekaran. "Our approach is focused on simplifying the technology so that our customers can easily manage the conversational AI engine without an extensive data-science background or programming skills. Our practical AI solutions include intuitive visual editing and tagging tools that allow contact center admins and analysts to visualize call recordings and manage AI training data easily without any programming background. Additionally, this allows our customers to leverage the work done within Five9 Virtual Assistant in other areas, such as chatbots or even for real-time agent assistance."

#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 - Recruiting The Right Staff

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

Published: Friday, June 5, 2020

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2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!
PH: 833-427-7488

3.) 
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.
PH: +91 9702626568

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
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.
PH: (514) 731-6878

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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