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News : MindTouch Now a Five9 Independent Software Vendor Partner

#contactcenterworld, @MindTouch, @Five9

San Diego, 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."

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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


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 - Customer’s Expectations

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

Published: Wednesday, January 29, 2020

Printer Friendly Version Printer friendly version

2022 Buyers Guide Automation

 
1.) Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

4.) 
Cognigy

Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots

5.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

6.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

7.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

8.) 
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)
 

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