Five9 expands partnership with Invoca to provide deeper insight into customer journeys

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Five9, Inc., provider of the Intelligent CX Platform and Invoca, a cloud provider in AI conversation intelligence, has expanded its strategic partnership to deliver a solution that enables deeper insight into real-time data throughout the entire customer journey and brings the contact centre and the marketing teams closer together to enable more ‘fluid’ CX.

This customised solution called PreSense, combines the power of Five9 Intelligent CX Platform with Invoca’s conversation intelligence technology, giving contact centre agents visibility into a caller’s digital journey before the call takes place. Insights from PreSense help reduce call handling times, increase contact centre productivity, and help enable more fluid customer experiences that flow effortlessly through channels, and between virtual and human agents.

For example, an agent could see if a customer researched a specific product or responded to a particular offer online and use this pre-call context to provide tailored recommendations. Additionally, Invoca PreSense helps contact centres to optimise the blend of automation and live assistance. Based on pre-call journey data, customers are connected directly to skilled agents with specialised product expertise to guide them through complex purchases, while routine calls, such as checking an order status, can be routed to a Five9 Intelligent Virtual Agent. 

In turn, agents can maximise their opportunities to personalise customer journeys, increase satisfaction, remove the frustration for the customer and transform contact centres into strategic growth drivers.

Brent Laakso, Marketing Operations Manager at Zinnia Health, a joint customer of Five9 and Invoca, said: “When our agents have no idea what patients may have researched online before they called, delivering a positive, seamless experience is nearly impossible. Pairing Invoca with Five9 allows us to improve our call routing and tracking, through more accurate and granular attribution, at scale, with greater efficiency than ever before.”

“The more an agent knows about a caller, the better the experience they can provide. We now have a way to share rich pre-call insight directly in Five9, providing contact centres with data that reveals the exact state-of-mind of the caller,” says Gregg Johnson, CEO of Invoca. “We are proud to launch this solution, which was built aligned with a mutual vision to modernise the customer experience with actionable data and seamless automation.” 

Jake Butterbaugh, Senior Vice President, Global Partner Organisation, added: “At Five9, we recognise that our partners play a key role in delivering customer business outcomes. Our solutions together provide an integrated digital to voice conversation experience, empowering agents to provide the personalised experience today’s consumer's demand. This new solution is a result of market demand to connect the contact centre to the rest of the business and a strong partnership and commitment by both of us to take contact centres to the cloud and deliver memorable customer experiences.”

Invoca PreSense is now generally available to customers across the U.S., UK and Canada through Five9.

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