Five9 Extends its Practical AI Solutions for Low-Code Development, Voice Biometrics, Real-Time Analytics and Agent Coaching
14 Julho 2021 - 10:00AM
Business Wire
New features streamline the development of
Intelligent Virtual Agents and help organizations easily deploy
solutions to augment their contact centers with an AI-powered
digital workforce.
Five9, Inc. (NASDAQ: FIVN), an industry leading provider of the
intelligent cloud contact center, today announced a number of
platform enhancements that make it easier to deploy
customer-and-agent-facing AI solutions in the contact center. The
new capabilities simplify and speed up the development of Five9
Intelligent Virtual Agents (IVAs), include a suite of pre-built IVA
applications for healthcare and health insurance providers, and
extend the availability of partner solutions for voice biometrics,
real-time speech analytics, and agent coaching.
These features are designed to help businesses easily deploy an
AI-powered digital workforce that can provide a more secure,
efficient and engaging customer experience alongside live contact
center agents.
“Reimagining the customer experience will require organizations
to reimagine their workforces,” said Callan Schebella, EVP, Product
Management, Five9. “Our new capabilities make it easier for
organizations to build and manage AI solutions that will enable
human and digital teams to deliver next-generation customer
care.”
Low-Code / No-Code Gets a New Look
To ease the deployment of self-service channels, Five9 has
rearchitected its no-code IVA development platform, Five9 Inference
Studio. Studio allows business users to develop IVAs with minimal
technical experience and provides access to a broad range of
leading conversational AI technologies from Google, Amazon, IBM
Watson, and more.
The enhanced Studio platform includes:
- A new user interface design that simplifies development and
maximizes developer best practices
- The ability to load IVA tasks more quickly and support larger
applications
- A customized development process for messaging applications
such as WhatsApp
- Improved monitoring, reporting and maintenance of IVA tasks and
call flows
“IVAs will increasingly be a significant part of every
organization’s workforce,” said Jim Lundy, Founder, CEO and Lead
Analyst, Aragon Research. “With Studio, Five9 offers a
comprehensive and intuitive service creation environment that
non-technical personnel can use to define, build, train and
maintain their IVA applications. This reduces the cost and
complexity of launching IVA solutions and allows organizations to
bring new innovations to market more quickly.”
IVA ‘App Store’ Goes Vertical
Studio further streamlines IVA development by providing access
to a Task Library, similar to an app store, of more than 40
pre-built IVA application templates. Organizations can use the
templates as blueprints for their own customized IVA deployments.
The healthcare and health insurance templates are the library's
first suite of verticalized tasks, and Five9 will continue adding
applications for key industries such as retail and financial
services.
The healthcare and health insurance task suite includes:
- Healthcare FAQ
- Test Results
- Health Plan Enrollment
- Prescription Management
- Appointment Scheduling
AI and Live Agents Working Together
Complementing the Task Library additions is the availability of
the first five Five9 partner solutions for contact center AI
developed via Five9 VoiceStream. VoiceStream is a set of RESTful
APIs that provide real-time audio streams, CTI events and metadata
for agent-customer call interactions. It allows accredited Five9
ISV Partners who provide biometrics, real-time speech analytics and
agent coaching applications to integrate their solutions with the
Five9 Intelligent Cloud Contact Center.
The following partner applications powered by Five9 VoiceStream
are now available to Five9 customers:
- CallMiner Alert for real-time agent guidance
- Cogito Dialog for behavioral coaching
- ValidSoft VoiceID for biometric authentication
- Voci Transcribe by Medallia for real-time voice
transcription
- XSELL HiPer for real-time agent coaching
“These VoiceStream-powered applications are the first of many,
as an increasing number of ISV partners plan to develop and release
AI solutions using the APIs,” Schebella said. “The combination of
IVAs, alongside access to analytics and data from live agent feeds,
support the Five9 mission of providing practical AI and automation
solutions that can power the multi-modal workforce of the
future.”
Click here for more information about solutions for scaling an
AI-powered digital workforce in the contact center. Five9 will also
host in-depth discussions on this topic during the 2021 CX Summit
on September 1 and 2. Click here to register.
About Five9
Five9 is an industry-leading provider of cloud contact center
solutions, bringing the power of cloud innovation to more than
2,000 customers worldwide and facilitating billions of call minutes
annually. The Five9 Intelligent Cloud Contact Center provides
digital engagement, analytics, workflow automation, workforce
optimization, and practical AI to create more human customer
experiences, to engage and empower agents, and deliver tangible
business results. Designed to be reliable, secure, compliant, and
scalable, the Five9 platform helps contact centers increase
productivity, be agile, boost revenue, and create customer trust
and loyalty.
For more information, visit www.five9.com.
Engage with us @Five9, LinkedIn, Facebook, Blog, That’s Genius
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Five9 Allison Wilson 352-502-9539 Allison.wilson@five9.com
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