Five9 Announces Enhanced Zendesk Integrations to Unify the Agent Workspace and Meet Customer Needs Faster
10 Abril 2024 - 9:00AM
Business Wire
New Tools Streamline Contact Center Workflows
and Improve Agent and Customer Experiences
Five9, (NASDAQ: FIVN), provider of the leading CX intelligent
platform, today announced enhancements to its integration with
Zendesk Talk Partner Edition (TPE) that support the latest Zendesk
Voice Comment and Standard Call Object features. Together, the
companies are streamlining agent workspaces and enhancing contact
center capabilities and controls to ensure every customer
interaction is personalized and seamless.
New key features are built on the latest Zendesk release, with
Voice Comment and Standard Call Object arming agents with
contextual data needed to identify customer needs and deliver
resolution with speed and relevance. Five9’s comprehensive customer
ticket data, like caller identity and intent, is gathered from
Five9’s IVA (Intelligent Virtual Agent) and presents them via
Five9’s Agent Assist to live agents using the Zendesk Voice Comment
feature.
“By integrating with Zendesk’s latest technology, we’re
providing support agents and customers with more enhanced, seamless
experiences,” said Scott Black, RVP, Business Development at Five9.
“The complementary solutions allow enterprises to reimagine what
the customer service experience looks like by equipping agents with
tools that swiftly identify customer needs and deliver timely
resolutions.”
The new Five9 enhancements provide key benefits to agents and
customers that include:
- Crisp and customizable ticketing user interface for stronger
workspace management
- Collapsible ticket view that presents Five9 call data into
organized ticket sections and organizable based on priority
- Improved agent guidance for better customer experiences
- Parent-child ticket aggregation will now simplify ticket
handling by consolidating related tickets into a single view to
deliver the necessary context live agents need to provide more
cohesive and efficient customer service while also enhancing
customer personalization and satisfaction.
- Increased automation to streamline workflows
- Automatic call logging for missed or abandoned calls, no longer
requiring agents to manually create tickets.
- AI-Ready Framework for sharing real-time customer data insights
with live agents
- The Zendesk-Five9 integration will make it easier to activate
existing Five9 AI for real-time guidance, transcriptions, and
summaries
“Our partnership with Five9 remains pivotal in our mission to
develop customer support solutions that focus on improving contact
center efficiencies and deliver superior experiences to their
customers. With improvements to agent guidance and automated
workflows, live agents are better equipped to effectively decipher
and perform the task at hand," said Tim Marsden, Senior Director,
Technology Alliances at Zendesk. “Our long-standing partnership
with Five9 is making it easy for businesses to tap into powerful
solutions from both companies. Together, we’re making it possible
to predict and meet customer needs, no matter how rapidly they
change.”
“Thanks to the seamless integration between Five9 and Zendesk,
we've elevated our service and support, which helps us create
long-lasting customers relationships for our brand," said Michael
Locurcio, Director CS Systems at Barnes & Noble. "We strive to
ensure that our customers experience the same level of joy when
engaging with us as they do when indulging in the books. By
consistently delivering exceptional service, we keep our customers
smiling and ensure that our brand delivers positive experiences
throughout their buyer journey, regardless of their stage."
Five9 was recently awarded Partner of the Year from Zendesk and
is a sponsor of Zendesk Relate, the company’s annual flagship
event, taking place in Las Vegas on April 16-18, 2024. To view a
demo of the new Zendesk-Five9 integrations, visit Five9 in the expo
hall at the event
For additional information about Five9 visit here.
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/20240410460397/en/
Suzie Linville Senior Corporate Communications Manager,
Five9 Suzie.Linville@five9.com
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