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News : Qualtrics and Five9 Partner to Improve the Contact Center Experience for Agents and Customers

#contactcenterworld, @Qualtrics, @Five9

Salt Lake City, UT, USA, Mar 9, 2023 – Qualtrics and Five9 announced a partnership to integrate Five9’s cloud contact center solutions with Qualtrics Frontline Care™. The new seamless integration between Five9 Event Subscription Services and the Qualtrics’ XM Platform™ enables customer service teams to understand how their customers feel about a service experience, uncover agent coaching opportunities and quality assurance issues, and respond more efficiently when a customer relationship is at risk. The combined capabilities will help contact center managers improve the agent experience and deliver more personalized customer experiences that increase brand loyalty.

Amidst inflation and spending cuts, contact center leaders are asked to improve service and increase sales while simultaneously being challenged to lower costs and overcome sky-high agent turnover rates. More than one-third (38%) of contact center agents don’t feel they’re set up for success and only 54% of agents believe their leadership invests in their team, according to Qualtrics research. Contact center teams need a solution that not only provides the right technology but also the subject matter expertise to help them optimize their approach to CX and deliver ongoing business value.

"Contact centers are among the most critical pieces in delivering a high-quality customer experience but they face many challenges due to lack of funding and high agent turnover rates," said Fabrice Martin, Chief Product Officer of Qualtrics XM for Customer Frontlines. "These integrations bring two industry leaders together and will help contact center teams improve operational efficiencies, reduce costs, increase customer loyalty, and minimize risk and compliance issues."

"Personalizing customer experience is crucial with today’s consumers when it comes to brand loyalty. By combining Qualtrics’ cutting-edge natural language understanding and dynamic survey capabilities with our cloud contact center management capabilities leveraging Five9 Event Subscription Services, contact centers can leverage the data from the surveys to improve the customer experience," said Scott Black, RVP Business Development at Five9. "Together we will help contact center teams gather higher-quality feedback and quickly and easily uncover process improvement opportunities, allowing businesses to deliver better customer service experiences."

#contactcenterworld, @Qualtrics, @Five9

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


About Qualtrics XM:
Company LogoQualtrics is a single system of record for all experience data, also called X-data™, allowing organizations to manage the four core experiences of business—customer, product, employee and brand experiences—on one platform. Over 8,500 enterprises worldwide, including more than 75 percent of the Fortune 100 and 99 of the top 100 U.S. business schools, rely on Qualtrics.
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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 - Can You measure It?!

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

Published: Monday, March 13, 2023

Printer Friendly Version Printer friendly version

2024 Buyers Guide Automation

 
1.) 
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.

2.) 
eGain Corporation

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

3.) 
Pointel

Genesys Identity and Access Manager
Automated Provisioning Solution for Multi-Vendor Communication Platforms

Managing agent profile data across multiple systems is a big challenge for contact centers. The manual tasks of agent provisioning, decommissioning, daily change exercises, skill level synchronization, license recovery and detailed reports on usage are tedious, time-consuming, and often expensive for businesses.

Managing ID and access within a contact center is further complicated by profile information and requirements that vary from application to application. Automating the processes of onboarding and off-boarding in contact centers helps overcome these challenges and enhances agents’ productivity.

Pointel I...
(read more)
 

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