Workflow Automation Now Included as a Standard Capability in the Five9 Intelligent CX Platform Helping Customers Orchestrate Integrated Journeys and Fluid CX
29 Março 2023 - 12:54PM
Business Wire
Five9 WFA will now be included with every CCaaS
seat, allowing all new and existing Five9 customers to create
orchestrated and integrated customer journeys in a low-code/no-code
environment helping further connect the contact center with the
rest of the business.
Five9, (NASDAQ: FIVN) a leading provider of the Intelligent CX
Platform, today announced enhancements to Five9 Workflow Automation
(WFA), including new tools to integrate data and automate processes
between the contact center and other enterprise business systems.
With this release, Five9 WFA becomes a standard offering on the
core Five9 platform, enabling all new and existing Five9 customers
to create and orchestrate more consistent, personalized experiences
for their customers, while also helping to improve business agility
and boost agent productivity. These new capabilities were submitted
for the Best of Enterprise Connect Award, for which Five9 was
selected as a finalist.
Five9 WFA helps companies seamlessly connect disparate systems,
aggregate information, act on customer data and context in real
time, and trigger cross-platform workflows. It also helps contact
centers unlock previously siloed information, accelerate decision
making and automate CX while reducing workload and cost. Five9 has
updated its solution with a new Automation Studio, a
visually intuitive no-code/low-code integrated workflow development
environment.
Historically, contact centers have relied on IT resources for
system-to-system integrations, development, and maintenance. But
WFA Automation Studio enables non-technical users to easily create,
deploy, and maintain automation workflows to connect Five9 with the
broader CX ecosystem, including CRMs, eCommerce, marketing
software, knowledge bases and other front-end and back-end systems.
Five9 Automation Studio offers a library of 100+ pre-built
connections to popular business systems (SaaS and PaaS platforms)
and applications to integrate systems faster, accelerating time to
value.
Additionally, Five9 has introduced Solutions Catalog, a
curated list of automation and visualizations organized by key
contact center use cases with the goal of helping streamline
operations and enabling greater efficiency for business and admin
teams. These use cases include agent skill assignment, omnichannel
orchestration, IVA (Voice and Digital) and IVR performance
monitoring, and proactive notification.
For example, an organization can track events such as website
page views, product purchases, or emails and use that data to
trigger personalized campaigns via email or advertising platforms.
This allows for highly targeted and responsive customer outreach
and engagement, and companies can quickly react to changes in
customer behavior. Companies can also analyze customer behavior
data and make informed decisions about future engagement
strategies.
“Our enhanced WFA solution opens many possibilities for
creative, innovative, fluid customer journeys, without the reliance
on IT resources. We are excited to make this capability available
for all our customers and continue the commitment Five9 has shared
around democratizing access to contact center development tools,”
said Callan Schebella, EVP, Product Management, Five9. “At Five9,
we believe data and insights are key to enabling a fluid experience
and being able to connect the contact center to the rest of the CX
ecosystem is in turnkey to that. This is exactly the strength of
Five9 WFA.”
Read this case study to learn how Nutrisystem is using Five9 WFA
to automatically prioritize leads coming in from multiple sources
to help maximize potential revenue by routing calls to the agents
who have the highest performance.
About Five9
Five9 is an industry-leading provider of cloud contact center
solutions, bringing the power of cloud innovation to more than
2,500 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.
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version on businesswire.com: https://www.businesswire.com/news/home/20230329005740/en/
Suzie Linville Suzie.linville@five9.com
Five9 (NASDAQ:FIVN)
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