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Five9 and Zendesk Deepen Partnership for Customer Care Automation and Personalization

By Tracey E. Schelmetic April 25, 2024

Recent technology has come a long way in improving the process of customer support, automating more of it in an intelligent way that leads to positive and personalized customer experiences, even without the constant touch of a human agent. There is, however, still a place for human agents, and the best customer experience technologies blend humans and automation into a perfect combination that enables a great customer journey while simultaneously saving resources.

Intelligent customer experience (CX) solutions provider Five9 recently 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.”

Enhancements include customizable ticketing user interface for stronger workspace management, improved agent guidance for better customer experiences, increased automation to streamline workflows and an AI-ready framework for sharing real-time customer data insights with live agents.

“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,” noted Tim Marsden, Senior Director of Technology Alliances at Zendesk. “With improvements to agent guidance and automated workflows, live agents are better equipped to effectively decipher and perform the task at hand.”

Edited by Alex Passett
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