Five9 has announced its decision to collaborate with Google Cloud for joint customer experience solutions.
This follows a series of announcements from the contact centre giant earlier this week focused on enhancing customer experiences with AI services.
Their latest partnership will enable both providers to collaborate toward an effective customer solution, allowing customer enterprises to enhance their customer engagement strategies across channels.
As more organisations demand consistent and faster interactions and customers want speedier and more accurate resolutions across channels, enterprises are seeking out combined solutions that help reduce friction for both them and their customers.
This also includes an increase in demand for additional services such as improved personalization and proactive responses, to ensure effective and seamless handoffs.
This requires customer-facing enterprises to have a contact center platform and an advanced AI that can work together.
By combining Five9’s Intelligent CX Platform and Google Cloud’s Gemini capabilities, this will allow these solution enterprise customers to further enhance their contact center workflows, analytics, and AI assistance, providing a well-rounded user experience.
These integrated capabilities will include Gemini Enterprise for Customer Experience (GECX), its Vertex AI platform, and additional Gemini models that will aim to offer seamless customer experiences across every channel.
This solution will also enable enterprises to activate proactive and personalized responses for their consumers.
Kevin Ichhpurani, President, Global Ecosystem and Channels at Google Cloud, highlighted how this unified approach will enable customer enterprises to enhance their consumer engagement strategies, utilizing AI as a key system driver rather than simply an add-on.
“Digital transformation requires technology that helps businesses solve complex challenges unique to their industry, especially in the realm of customer engagement,” he explained.
“By utilizing Gemini Enterprise for Customer Experience and Google’s Gemini models, with Five9’s unique intelligent CX platforms, Five9 is providing a unified, AI led CX platform that can improve customer experiences and move the intelligent contact center industry forward.”
This expanded partnership will also allow Five9 to continue utilizing Gemini Enterprise internally, ensuring that overall productivity and customer success improve within its operations.
This also includes deepening its commitment to the partnership by running key enterprise workloads within Google Cloud’s AI infrastructure for operational efficiency.
Impacting Customer Engagement
Five9 has revealed that the combined solution will target customer-facing sectors, including retail and financial services, to handle large and complex customer engagements.
Mike Burkland, Chairman and CEO at Five9, explained how this solution aims to address customer engagement blockages, ensuring that resolutions are prioritized over volume handling.
“Enterprises today, including the largest brands in the world, are looking for an end-to-end platform that connects data, AI, and humans to turn every interaction into a meaningful outcome,” he said.
“By combining Five9’s market-leading, AI-driven platform with Google Cloud’s leadership in AI and data innovation, we’re making it easier than ever for businesses to deliver smarter, more personalized customer experiences.”
This unified solution positively impacts customer engagement levels by targeting overall consistency, speed, and interaction effectiveness through various abilities.
Customer Interaction Layer
By targeting live customer interactions across all channels, customer-facing teams can reduce their overall resolution times and increase seamlessness in interactions.
And by introducing Google Cloud’s AI models into the solution, these tools can be utilized to understand customer intent, context, and sentiment throughout an interaction.
This enables customer requests to be accurately routed to the relevant team, whilst also utilizing autonomous capabilities for routine queries and handling high interaction volumes.
This means customer interactions feel more relevant and seamless across channels, allowing customers to interact with teams in a way that suits their needs without reducing interaction quality.
Customer interactions now become more proactive and context-aware, increasing engagement speed, clarity, and predictability.
Agent Experience and Productivity
Contact center agents and supervisors can now experience targeted advancements when managing customer interactions.
By utilizing Google Cloud’s AI tools, agents can experience real-time support for improving resolution speeds, retrieving suggested responses, previous interactions, relevant data, call summaries, and possible next steps.
This allows customer-facing teams to receive smarter information with less overload, allowing for increased productivity and focus on problem-solving over unnecessary research.
By increasing the rate of accurate answers, this reduces customer interaction reliance on individual agent knowledge and instead on shared data.
This increases service quality consistency, regardless of customer team sizes.
Customer Personalization and Insights
The solution also allows customer enterprises to target customer data, analytics, and optimize experiences to improve individual customer journeys.
By adapting quickly to changes in customer engagement, enterprises can maintain relevance and consistency across the customer journey. This is achieved by utilizing Google Cloud’s data and AI infrastructure to analyse interaction data at scale.
In return, Five9 can apply these insights directly into customer journeys, agent performance, and workflow design.
By utilizing previous customer history and behaviors, this ensures that enterprises can accurately personalize customer engagement by identifying individual friction points quickly.
This means that customer-facing teams can improve journeys faster, frequently refining experiences while maintaining a personal interaction with each customer to ensure individual loyalty.
