Highlights:

  • Salesforce has actively promoted tools like Einstein on Service Cloud Voice to these customers. To achieve this, Salesforce has ramped up its sales and marketing efforts and collaborated closely with Five9 to ensure that customers fully benefit from the combined capabilities of both companies.
  • Five9 has introduced an upgraded version of its VoiceStream technology, which is now known as TranscriptStream. It seamlessly integrates with current voice and AI applications, capturing real-time audio and associated data.

Customer Contact Week in Las Vegas has transitioned from focusing on hard-core contact centers to a more comprehensive customer experience event. This shift aligns with the direction of contact-center-as-a-service (CCaaS) providers, whose products have evolved beyond traditional agent roles to encompass a broader range of customer-facing positions.

Five9 advanced its efforts by entering a new phase of its partnership with Salesforce Inc. to enhance customer experiences through artificial intelligence. The latest release of Five9 for Service Cloud Voice integrates Salesforce Einstein with Five9’s AI tools, enabling agents to handle customer requests more effectively. The Five9-Salesforce AI partnership integration includes real-time call transcriptions and enhanced conversation analysis, aiding agents in better managing customer interactions.

Salesforce is a crucial partner for Five9, with the two companies sharing over 1,200 mutual customers. Salesforce has actively promoted tools like Einstein on Service Cloud Voice to these customers. To achieve this, Salesforce has ramped up its sales and marketing efforts and collaborated closely with Five9 to ensure that customers fully benefit from the combined capabilities of both companies.

“AI as a tool set is included in the platform for delivery and consumption. This is really to help customers transition and bring AI to their CX,” said Matt McGinnis, Five9’s vice president of product, industry, and solution marketing.

At CCW, Five9 unveiled several new features and improvements. One of the highlights is the introduction of real-time call transcriptions. This feature minimizes the risk of communication errors and aids contact center agents in determining the most appropriate next steps during a call. Additionally, it assists hearing-impaired agents by furnishing a written record of conversations.

Five9 has introduced an upgraded version of its VoiceStream technology, which is now known as TranscriptStream. It seamlessly integrates with current voice and AI applications, capturing real-time audio and associated data. TranscriptStream can target specific agents or campaigns and send live transcriptions to Einstein. This enables customers to leverage Einstein’s summarization capabilities without being restricted to Five9’s AI tools.

According to the Senior Vice President of Product Management at Five9, Jim Hickey, “We discourage customers from putting live transcripts into the agent’s line of sight. It’s one of the most distracting things. Instead, we encourage feeding directly into their decision engine or analysis engine, and perhaps, putting it in a backup window or a tab if the agent needs to refer back to something in the conversation.”

The second feature unveiled by Five9 at CCW is embedded call recording, enabling recorded calls to undergo analysis by Einstein AI, thus offering valuable insights into conversations. These recordings allow supervisors to assess agent performance effectively. Furthermore, they aid in resolving disputes and ensuring compliance with regulations.

Finally, Five9 has collaborated with Einstein Conversation Insights to enhance quality assurance. This integration enables contact centers to analyze conversations to understand customer feelings and intentions better, resulting in better service. Additionally, insights gleaned from these conversations provide valuable training opportunities for agents, highlighting areas where they can improve.

Five9 has become the inaugural CCaaS partner to attain Summit status with Salesforce. The latest upgrades to Five9 for Service Cloud Voice are set for release on June 30th. Nevertheless, Hickey mentioned that the companies collaborate on further integrations within Einstein.

The transition of Five9 from a CCaaS provider to a holistic CX platform underscores the significance of partnerships like the one with Salesforce. At present, investors generally hold a negative view of the entire CCaaS sector, perceiving AI as a potentially disruptive force.