INTERACTION ANALYTICS

Uncover Valuable Insights from Your Customer Interactions

Analyse every captured customer interaction, both voice and digital, to gain valuable insights into customer experience and agent performance. Understand in detail where breakdowns happen, how to avoid them, and drive continuous improvement.

Get in Touch
Abstract UI

Leverage Customer Conversations to Drive Better Business Performance

Five9 Interaction Analytics turns your customer conversations into actionable insights for business improvement. Pinpoint where bottlenecks happen in customer journeys across contact channels, increase positive interaction outcomes, proactively manage compliance, and boost the value of your quality management programmes.

View a Demo

Decisive Business Insights – No Data Scientist Required

Speech and Text Analysis

Deliver exceptional omnichannel experiences for customers with AI-driven analytics across voice and text interactions.

Automatic Topic Identification

Target crucial business outcomes like first contact resolution and customer retention for improvement.

Trend and Root Cause Analysis

Track trends with products or services and understand in detail what triggers them.

Queries and Ad Hoc Analysis

Get quick answers to your company’s most important questions with powerful queries and ad hoc analysis.

Automated Quality Management

Improve efficiency and effectiveness of your quality programmes with automated scoring and evaluation assignment.

View a Demo

Cloud-based solutions are forecast to double from 36.3% to 71.9% in the coming year; on premises solutions are set to fall in tandem.

View a Demo

We continue to explore new ways Five9 Interaction Analytics can improve our business with powerful capabilities like automated quality scoring.

Interaction Analytics

  • Voice, email, and chat channels
  • 100% recorded call transcription
  • Automated interaction scoring
  • AI-based natural language understanding
  • Sentiment, emotion, and acoustic analysis

Quality Management Integration

  • Analytics results available during evaluations
  • Analytics tags visible in transcripts
  • Analytics metadata in QM queries
  • Agent analytics overview
  • Supervisor analytics overview

Multilingual Analysis

  • 28 supported languages
  • Multiple languages in a single interaction
  • Language detection
  • Voice and text channels
  • Multilingual call transcription

Trend and Root-cause Analysis

  • Automatic topic identification
  • Trend reports and dashboards
  • Word cloud visualisation
  • Statistical comparison

We’ll help you find the right strategy and products for your evolving business

Chat with an Expert

Resources to Help You Get Started

Data Sheet

Five9 Interaction Analytics

Download the Data Sheet

Data Sheet

Five9 Workforce Optimisation

Download the Data Sheet

Use real-time data collected from your customers to provide actionable insights for your agents and business.

Explore all our solutions
Customer Experience

Customer Experience

Connect to customers and solve their problems the first time.

Customer Experience
Agent Empowerment

Agent Empowerment

Empower your agents so they can focus on delivering a more human experience.

Agent Empowerment
Business Agility

Business
Agility

Manage your agents with empathy while delivering impact to the business.

Business Agility