ENTERPRISE CONNECT – Five9, provider of the Intelligent CX Platform, announced Spotlight for Five9 AI Insights, a new offering designed to help companies utilize generative AI-powered insights, using Five9 Genius AI, and unlock the full potential of their customer interaction data. In addition, there are new reporting and analytics capabilities to help businesses access contextual data faster, reduce manual work, and confidently make data-driven decisions to fuel growth and innovation.
“Customer engagements create massive amounts of data, and the complexity and volume of this data is difficult and time-consuming to capture and analyze. We’re building solutions that meet our customers where they are, simplify the process, and make insights easily accessible for seamless, hyper-personalized experiences that truly resonate with their customers,” said Ajay Awatramani, chief product officer at Five9. “We know that understanding the context of every interaction is key to success, and we’re committed to making it simple for customers to use the specific data they want, in the formats that work best, all within a design built with the user in mind.”
Real-time Custom Metrics that Matter Most
Powered by Genius AI, Five9 AI Insights provides business leaders with rich, actionable insights directly from conversation transcripts. Spotlight for AI Insights brings a new level of customization, simplicity, and flexibility to help customers:
- Mine for meaning directly from customer conversations to create user-defined metrics that provide business leaders with operational data and tailored intelligence for specialized teams like sales, marketing, and product.
- Surface business-critical insights on metrics that have been traditionally hard to track, such as upsell success rates, customer retention likelihood, discounting trends, and more.
- Test and deploy new metrics easily using simple prompts versus requiring weeks of expensive, manual customizations.
“At IAA, our vision is to continuously improve our customer satisfaction and agent experience by offering more proactive and efficient customer experiences,” said Cordell Miles, IAA workforce manager. “Data from AI Insights has already helped us identify actionable improvements to make within our contact center, helping us reduce repeat calls by 10%. However, Spotlight for AI Insights will help us do much more, like track agent satisfaction, knowledge comprehension, and discounting rates.”
Persona-based, Flexible Operational Reporting
The Five9 reporting and analytics suite helps customers gain actionable insights to improve performance and consistently achieve operational and strategic goals. Today’s enhancements are designed to help users easily and quickly get the data they need to provide an AI-elevated customer experience. New features include:
- Five9 Aceyus VUE (Visionary User Experience), tailored to the unique needs of large, complex contact centers, now includes pre-built, persona-based dashboards to make reporting more effortless and efficient for customers with 100 agents or more.
- Five9 Analytics, designed for customers who prefer do-it-yourself reporting options, includes new pre-built reports so customers don’t have to start from scratch.
- Five9 Reporting, ideal for capturing basic operational and resource efficiency metrics and trends, has a refreshed user interface to access an unrivaled 140+ pre-built report library.
“The Five9 Aceyus VUE solution has been a foundational component of our Five9 customer experience solution,” said Eric Schanno, principal solutions engineer at Northwestern Mutual. “Five9 Aceyus already provides us actionable insights and monitoring, and we are excited about the future of VUE with the new performance dashboards to help us further optimize our operations.”
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