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News : Selligent and Five9 Partner to Deliver Intelligent, Data-Led Omnichannel Customer Journeys

#contactcenterworld, @selligent, @Five9

San Jose, CA, USA, Sept. 17, 2020 -- Selligent, an omnichannel cloud technology company, announced that it has joined the Five9 App Marketplace, merging the capabilities of Selligent Experience Cloud with the Five9 Cloud Contact Center for improved omnichannel customer experiences. By rooting evolving customer experiences in data collected throughout the customer journey, contact center agents are better able to assess needs and deliver resolutions that are timely, relevant and tailored to individual needs.

The Selligent and Five9 partnership will enable businesses to deliver informed customer experiences by capturing and surfacing engagement data to contact center agents, providing them a holistic view of a customer’s buying history, unique preferences, and customer service needs. Doing so will significantly up-level customer satisfaction and long-term loyalty as customer needs are addressed in real-time.

"Five9 is excited to partner with Selligent in order to bring real-time insights to the contact center to better equip agents to provide more human customer service experiences," said Walt Rossi, Vice President, Business Development, Five9. "Arming agents with valuable insights to help exceed customer expectations is now more important than ever as digital transformation has been accelerated by the pandemic."

"2020 signaled a shift and heavier reliance on digital channels as they became a bigger part of how customers interact with businesses," said Karthik Kripapuri, CEO at Selligent. "Capturing customer data and serving it up to a contact center agent who can use the real-time information to improve the overall experience is critical to success in today’s business environment. Merging our capabilities will transform both the contact center and overall customer journey, leading to stronger, more meaningful engagements. We’re thrilled to work with Five9 to drive business impact when it matters most."

#contactcenterworld, @selligent, @Five9

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


About Selligent Marketing Cloud:
Company LogoSelligent Marketing Cloud is a marketing automation platform that enables B2C brands to engage consumers across all critical channels. Built for the relationship marketer, Selligent Marketing Cloud is the only marketing cloud built on a single code base, featuring artificial intelligence and a Customer Data Platform with a universal consumer profile at the core of every action. More than 700 brands across retail, travel, automotive, publishing, and financial services rely on Selligent Marketing Cloud’s proven platform.
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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 - Keys To Technology

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

Published: Monday, September 21, 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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