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News : MindTouch Now a Five9 Independent Software Vendor Partner

#contactcenterworld, @MindTouch, @Five9

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."

#contactcenterworld, @MindTouch, @Five9

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


About MindTouch:
Company LogoMindTouch 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.
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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 - Managing Change

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

Published: Thursday, January 30, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
PH: 01442 458300

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
PH: 0217991445
 

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