Five9 & Salesforce collaborate on AI solutions for contact centres

Five9, a provider of customer experience solutions, has announced an enhancement to its platform through a new collaboration with Salesforce. This integration involves combining Salesforce's Einstein AI with Five9's suite of artificial intelligence solutions aimed at improving the efficiency and effectiveness of contact centre agents.

The latest development in the long-standing partnership between Five9 and Salesforce centres on Service Cloud Voice with Partner Telephony. This integration is designed to empower contact centre agents with real-time access to consumer data and various AI-driven insights. One of the core functionalities offered by this integration includes the transcription of customer conversations as they happen. Additionally, the AI can vet call recordings for accuracy, ensuring relevance to other customer touchpoints.

Dan Burkland, President of Five9, underscores the potential impact of this collaboration. He notes that by integrating Salesforce's AI insights into the contact centre and CRM environments, repetitive tasks can be greatly reduced. Furthermore, the AI will guide agents with the next best actions, thus enhancing their effectiveness and the overall customer experience.

Sheila McGee-Smith, President and Principal Analyst at McGee-Smith Analytics, also highlights the benefits of this enhanced integration. According to McGee-Smith, organisations can significantly reduce the workload of agents while simultaneously improving the customer’s experience. She asserts that this deep integration provides a new level of choice for customers looking for AI capabilities that can seamlessly fit into their existing technological frameworks.

From a consultancy perspective, Timothy E. McDougal, Managing Director at Deloitte Consulting LLP, points out that this technology advancement will streamline routing and enhance visibility across channels. This, in turn, is expected to beneficially impact customer experiences. McDougal adds that Five9’s focus on innovation and differentiation continues to push forward the evolution of AI-powered solutions in the contact centre industry.

Ryan Nichols, Chief Product Officer at Service Cloud, Salesforce, emphasises the collaborative focus on integrating customer data, real-time conversation transcripts, and knowledge to provide a more productive environment for agents. According to Nichols, the goal is to help agents be more productive and enhance customer satisfaction through the use of AI-driven insights.

Five9 and Salesforce have maintained a robust partnership over the past 15 years, continuously evolving their collaborative solutions to address the growing demand for AI-enhanced customer engagement. The latest integration allows organisations to update call dispositions automatically within the Five9 call database, ensuring accurate reporting and seamless communication across different customer touchpoints.

The new, AI-enhanced solutions are expected to be available starting at the end of June. Both Five9 and Salesforce plan to provide extensive resources for organisations to optimise the integration of AI into their existing contact centre frameworks. This includes webinars and on-demand sessions that delve into the use of data for personalisation, best practices for leveraging engagement data, and strategies for becoming more customer-centric.