AI & Automation

What’s the difference between CPaaS, RPA and Workflow Automation?

AI & Automation

A colleague and I were recently discussing automated communications at scale and the conversation shifted into the difference between communication platform as a service (CPaaS), robotic process automation (RPA) and Workflow Automation. On the top level these terms felt very similar but once we drove into the definitions and their use cases it was eye opening in how these systems work together within a modern communication technology framework.

Five9

Five9 is a leading provider of cloud contact center software for the digital enterprise, bringing the power of cloud innovation to customers and facilitating more than three billion customer interactions annually.

Fixing Customer Service w/ Rowan Trollope

AI & Automation

“Organizations are spending $275B a year as an industry to deliver an experience that a lot of times, most people don’t like. That feels like an opportunity to me.” These are words that you want to hear from your CEO.

Five9

The Importance of Humanising the Customer Interaction

I know you’ve heard the phrase “get into your customer’s brain” way too many times. So many times, that it actually sounds to you more like a cliché than something you’d actually be able to do.

Andra Marin Marketing Programs Manager - EMEA

Continuing the Conversation in 2020

AI & Automation

During 2020 we will continue to explore the importance of the contact center in providing a more human experience and how technologies like AI will help empower this. This podcast series is dedicated to all practitioners that are committed to providing great customer service to their customers.

Five9

[PODCAST] Emerging Trends in Customer Experience and the Contact Center w/ Zeus Kerravala

AI & Automation

One bad experience. That’s all it takes to lose the loyalty of the modern buyer. And, unfortunately, most of those bad experiences can be directly linked to a lousy customer service encounter.

Kendall Taylor Corporate Communications Manager

Kendall Taylor specializes in social media, internal communications, media relations, employee advocacy, and corporate communications. She is a huge fan of Inferno Pilates, the Kansas City Chiefs, and Arrested Development. Kendall holds a bachelor’s degree in journalism with an emphasis in strategic communications from the University of Nevada.

[LIVE WEBINAR] 5 Trends in AI Innovation to Create an Intelligent Cloud Contact Center

Empowering agents with artificial intelligence (AI) is revolutionizing the customer and agent experience. By removing repetitive, mundane tasks, AI innovation will give agents the additional time they need to interact with customers’ on a human level and to personalize the customer service process.

Darryl Addington Director, Product Marketing

Darryl is the Director of Product Marketing at Five9. Darryl has more than 22 years of experience in the contact center. Prior to Five9, Darryl worked at 8x8, Genesys, Intervoice, and Edify, in various roles including Solution Marketing, Product Marketing, Product Management, and Solution Engineering. Darryl specializes in vertical marketing, integrating data intelligently into service and sales environments, and learning about and solving the challenges enterprises face when building a differentiated customer experience.

[PODCAST] How AI is Creating Call Center Super Agents pt 1 w/ Stephen Fioretti

AI & Automation

Once upon a time, people worried that ATMs would eliminate the need for human tellers. Well, there are still like 300,000 bank tellers today. So, why do people worry that AIs are going to eliminate call centers?

Five9

[WEBINAR] How Analytics can Transform Your Customer Experience

On October 24th at 10 AM PT/1 PM ET, join our lively discussion with No Jitter and Nemertes Research. In this webinar you’ll learn about 3 key customer transformation projects relating to analytics that are tied to improving customer satisfaction, customer effort scores and net promoter score, as well as reducing agent turnover.

Peter Milligan Senior Product Marketing Manager

Elevate your Self-Service Experience with Intelligent Virtual Agents

AI & Automation

Five9 has partnered with Inference Solutions to offer AI-powered virtual agents in the Five9 Intelligent Contact Center. Let’s take a closer look at how IVAs can improve your service outcomes.

Callan Schebella CEO, Inference Solutions

Callan is the CEO at Inference Solutions and is based in the Austin office. He has worked his entire career in Voice Automation, Machine Learning and related technologies.

[PODCAST] How the Contact Center is Poised to Change in the Next Five Years with Rowan Trollope

AI & Automation

Is your AI intuitive enough that customers actually look forward to engaging with your call center? If not, don’t worry. They will be--it’s only a matter of time.

Kendall Taylor Corporate Communications Manager

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AI & Automation

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