San Diego, CA, USA, Jan 28, 2020 - MindTouch, a provider of enterprise-grade, AI-powered knowledge management solutions, has achieved Five9’s Accredited Independent Software Vendor Partner status.
Five9 is a provider of cloud contact center software. As an Accredited ISV Partner, MindTouch can now offer Five9 customers a proven integration that lets contact center agents quickly access relevant, expert knowledge so they can help customers faster.
"Industry research indicates that agents spend up to 35 percent of their time each day searching for knowledge to resolve customer issues," said Stephen Schultz, vice president of strategic alliances. "With the combined Five9 and MindTouch solution, contact centers can virtually eliminate this time for dramatically improved first call resolution and faster call handle time. The net result is increased productivity, reduced costs and a vastly improved customer experience."
In addition to giving agents the advantage of immediate access to knowledge, Five9 customers can also use MindTouch to extend this same knowledge for their self-service initiatives.
"Our Google-optimized knowledge can quickly and easily be extended from internal to external use for customer self-service," Schultz said. "This increases case deflections while giving customers a more convenient 24/7 option for finding what they need even after hours, during outages, or when disaster strikes. This results in additional cost savings and an enhanced service experience."
MindTouch has also optimized its content for chatbots and other AI-driven virtual assistants.
"AI-based initiatives like chatbots are consistently a top priority for contact centers," Schultz said. "But these projects will fall short without the right knowledge in the right format to feed them. We understand how to optimize, structure and format knowledge to best help chatbots guide customers to the right knowledge fast. This ensures that Five9 customers realize the full potential of their AI-driven projects."
"We’re thrilled to have MindTouch join the Five9 App Marketplace," said Walt Rossi, Five9 vice president of business development. "This is another example of how our partner community extends value to our customers. As the Five9 ISV ecosystem continues to grow, we look forward to working with MindTouch to bring its solution to our mutual customers."
Posted by Veronica Silva Cusi, news correspondent
MindTouch is a provider of enterprise-grade, AI-powered knowledge management solutions for mid-size to large organizations looking to increase their customers’ lifetime value. Its knowledge management platform includes solutions for customer self-service, agent assistance and departmental knowledge. MindTouch is trusted by some of the largest global brands to dynamically serve up relevant content wherever a user’s journey starts or ends for a more consistent, personalized and effortless customer experience. MindTouch was included in Frost & Sullivan’s 2019 Companies to Watch in Customer Contact, North America report, was a winner of KMWorld’s 2019 Readers’ Choice Award, and was named by Inc. magazine one of America's 2019 fastest growing companies. The company serves millions of users worldwide. It was founded in 2005 and is headquartered in San Diego, California.
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.
Published: Thursday, January 30, 2020
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