Inflation continues to rise, and spending cuts are continually enforced. As a result, leaders in contact centers face the daunting task of improving customer service and sales while simultaneously cutting costs and dealing with a high rate of agent turnover. In fact, Qualtrics research revealed that 38% of contact center agents don't feel adequately supported to succeed in their role, and a little more than half believe their leadership invests in their team.
Why is this important?
Well, these challenges created a pressing need for contact center teams to find solutions that not only provide the right technology, but also the necessary expertise to optimize their approach to customer experience and deliver sustained business value.
Qualtrics and Five9 are answering this call through a partnership to integrate Five9’s cloud contact center solutions with Qualtrics Frontline Care.
Five9’s solutions, overall, enable businesses to engage customers on their channel of choice, streamline business operations, and use the power of practical AI, automation and the cloud to increase business agility and exceed customers' expectations.
The integration between Five9’s Event Subscription Services and the Qualtrics’ XM Platform will enable customer service teams to better understand how their customers feel about a service experience, uncover agent coaching opportunities and quality assurance issues, and respond more efficiently when a customer relationship is at risk.
The combined capabilities help contact center managers improve the agent experience and deliver more personalized customer experiences that increase brand loyalty. (Providing a personalized customer experience is a vital factor in building brand loyalty among today's consumers.) To achieve this, Five9's cloud contact center management capabilities, using its Event Subscription Services, can be combined with Qualtrics' advanced natural language understanding and dynamic survey capabilities.
“By leveraging the data from these surveys, contact centers can gain insights that can be used to enhance the customer experience,” said Scott Black, RVP Business Development at Five9. This collaboration enables contact center teams to collect high-quality feedback and identify opportunities for process improvements easily and quickly, leading to better customer service experiences for businesses.
Customers using Five9's platform in conjunction with Qualtrics CustomerXM can now automatically deploy customized post-interaction surveys to customers based on their channel preferences. This feature aims to increase response rates and help agents respond promptly to negative feedback, thereby enhancing customer loyalty and satisfaction.
In addition, Qualtrics Ticketing allows agents to follow up directly through voice, chat or email, reducing response times and improving overall customer experience.
“These integrations bring two industry leaders together and will help contact center teams improve operational efficiencies, reduce costs, increase customer loyalty and minimize risk and compliance issues,” said Fabrice Martin, Chief Product Officer of Qualtrics XM for Customer Frontlines.
Edited by
Alex Passett
