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Five9 and Salesforce Extend Relationship for AI Customer Experience Solution

By Tracey E. Schelmetic June 10, 2024

Imagine how much better call center workflows would operate if employees had more reliable help in making decisions; at each customer interaction point, a smart AI assistant (for example) could suggest the “next-best action” to successfully close the customer experience (CX). Increasingly, thanks to generative AI, this is proving to be the case when it comes to contact center solutions.

CX solutions provider Five9 recently announced a new development in its 15-year collaboration with Salesforce that will deliver just this type of AI-powered help in the contact center. The two companies are now focusing on delivering joint AI-powered solutions to improve CX in the contact center. The latest release of Five9 for Service Cloud Voice with Partner Telephony combines Salesforce Einstein with Five9’s suite of AI solutions to better empower agents to service customer requests, improve contact center management’s understanding of the overall health of operations, and provide customer resolutions that exceed expectations.

“Five9 understands the power of elevating the customer experience through innovative technology and seamless integrations,” said Dan Burkland, President of Five9. “Our collaboration with Salesforce pushes the boundaries of what is possible. Infusing Einstein’s AI insights into the contact center and CRM eliminates repetitive tasks, while also guiding agents with the next best actions they know will help them be more effective.”

Using Five9’s open APIs and Five9 TranscriptStream, the Einstein AI engine identifies opportunities to empower agents with real-time solutions, prompting ‘Next Best Action’ agent guidance. The solution can also generate real-time transcription of customer conversations, vet call recordings for accuracy and relevance to other customer touchpoints and integrate with Salesforce Einstein Conversation Insights to strengthen conversation intelligence.

“Five9's deeper integration with Salesforce Einstein offers a new level of choice for customers who are looking for AI capabilities that best match their contact center needs and existing technology investments,” said Sheila McGee-Smith, President and Principal Analyst at McGee-Smith Analytics. “When coupled with features like Five9 TranscriptStream, organizations can dramatically reduce an agent’s workload while improving the customer’s overall experience.”




Edited by Alex Passett
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