Crossing the CX Boundary
A couple of weeks ago, I had the opportunity to be one of the team members who represented Five9 together with one of our partners in country, Nuveto, for the first time in a big industry event in Spain. The event was held in Madrid at the Kinépolis cinema, where we had the pleasure of positioning our brand, celebrating the 25th anniversary of EXPO Customer Relationship, IFAES.
I would like to share a couple of highlights with you:
The theme of the event was "Tex-Mex", and the organizer did an amazing job by making sure that the theme was represented everywhere.
As a company that was founded in the US and has concentrated only on cloud-based Contact Center solutions since its foundation, Five9 and partner Nuveto highlighted the capabilities that cloud Contact Center capabilities bring to businesses and how digital transformation has sped up the move to cloud-based solutions.
On the 24th of November, Five9 and Nuveto hosted a round table with customers, partners, and guests. We talked about the innovation in CX and the adoption of n of AI (Artificial Intelligence) and automation in the Contact Center.
One of the panelists highlighted the importance of analyzing the behavior, and I cannot agree more. Knowing how the journey of a customer is, which channels he uses, and how fast he receives a solution or answer to his question is important to improve the experience and ensure that the customer is happy and stays as a happy customer.
Another big topic in this session was Artificial Intelligence and its impact on employee satisfaction. When the customer contacts a Contact Center, he expects to have all the information available. As customers adapt to change, technologies like AI help to enable agents and streamline processes in the Contact Center. Repetitive tasks, like a change of address, order status etc., can easily be handled by an IVA (Intelligent Virtual Agent) so that human agents can focus on more complex tasks and upsell opportunities. Giving rise to the paradigm that describes the coexistence between humans and machines.
During an interview at the event, Senior VP International Sales, Nick Delis, underlined the importance of our expansion into the Spanish market with the new addition of Armando Trivellato, as Vice President for Brazil and Iberia at Five9. Where Armando highlighted the presence of Five9 in EXPORC 2022 answered the keys to the future of Five9 in the Spanish and International market.