Contact Center Analytics
Analyze 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.
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 programs.
Decisive Business Insights – No Data Scientist Required
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 programs with automated scoring and evaluation assignment.
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.
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.
We continue to explore new ways Five9 Interaction Analytics can improve our business with powerful capabilities like automated quality scoring.
- 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
- 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 visualization
- Statistical comparison
Resources To Help You Get Started
Five9 Interaction Analytics
Five9 Workforce Optimization
Use real-time data collected from your customers to provide actionable insights for your agents and business.
Connect to customers and solve their problems the first time.
Empower your agents so they can focus on delivering a more human experience.
Manage your agents with empathy while delivering impact to the business.