Five9 Announces Five9 OneStudent to Help Higher Education Answer the Call for Better Student Engagement
09 Novembro 2023 - 6:46PM
Business Wire
Five9 OneStudent delivers an innovative
cloud-based contact center solution for colleges and universities
looking to digitally transform and adapt their operations.
Five9, (NASDAQ: FIVN) the provider of the Intelligent CX
Platform, today, launched a new solution custom crafted for the
education industry, Five9 OneStudent This innovative cloud-based
contact center solution redefines student engagement so higher
education institutions can adapt and thrive as they experience
unforeseen pressures and rapid changes in student expectations.
With Five9 OneStudent, higher educational institutions can:
- Engage students on the channel of their choice: voice, SMS,
chat, social, video, & more
- Improve advisor productivity with omni-channel controls and
data integration, while giving managers better visibility into
their performance
- Bring overall agility and scalability across all contact
centers while moving operations into the cloud
“Student expectations have dramatically shifted. They want rapid
answers to conversations that cross channels of their choice.
Attention spans are brief,” said Jeff Woodland, director of
industry marketing at Five9. “For example, prospective students
won’t wait for an answer about financial aid from one institution
when Google can provide other alternatives in one click. But many
institutions are stuck with legacy systems, fierce departmental
rivalries over IT budget dollars, and a student workforce manning
the phones and chats that insists technology be easy to use.”
Regent University, a Five9 customer, said, “Omnichannel is very
important to us because it allows our students to contact us on
whichever channel they choose. They can switch between channels,
and it goes to the same team of advisors. Since advisors are more
efficient using Five9, they are able to connect with students on a
personal level.”
The challenge of managing student engagement starts with
Recruitment and ends with Alumni Relations. Moving contact centers
to the cloud permits IT to become more agile in its pursuit of
Digital Transformation by offloading the maintenance and upkeep to
the cloud provider. Plus, by moving all contact centers to the same
cloud provider, the data from student conversations gets normalized
which improves insight into each institution’s unique issues with
student engagement.
Moving to the cloud also creates access to newer technology such
as AI. Generative AI has a role in student-advisor conversations,
which will allow institutions to improve student engagement by
providing coaching cards to the advisors based on what is said
during a call and immediately summarizing the conversations
afterwards.
“What is really interesting about Higher Education institutions
everywhere is how they will adapt Generative AI into their
academics. There is a lot of debate on this topic. Yet, if decision
makers see how it improves the efficiency and effectiveness of
their student advisors, they might more quickly embrace it,” said
Jeff Woodland.
Learn more about omni-channel student engagement and the use of
AI during an upcoming webinar on November 14.
About Five9
The Five9 Intelligent CX Platform provides a comprehensive suite
of solutions to engage with customers across their channel of
choice, empower managers with insights and intelligence into
contact center performance, and elevate your business to deliver
better business outcomes and Bring Joy to CX™. Our cloud-native,
scalable, and secure platform includes contact center; omnichannel
engagement; Workforce Engagement Management; extensibility through
more than 1,400 partners; and innovative, practical AI, automation,
and journey analytics that are embedded as part of the platform.
Five9 brings the power of people, technology, and partners to more
than 2,500 organizations worldwide.
For more information, visit www.five9.com.
Engage with us @Five9, LinkedIn, Facebook, Blog
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version on businesswire.com: https://www.businesswire.com/news/home/20231109443413/en/
Suzie Linville, Senior Corporate Communications Manager, Five9
Suzie.Linville@five9.com
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