The next generation of Five9 for Service Cloud Voice BYOT (Bring Your Own Telephony) is here.
With it comes the capability to infuse Salesforce Einstein AI across the integrated offering.
As such, Five9 customers can utilize Einstein AI within the agent desktop experience, quality assurance (QA), reporting, and beyond.
In line with the move - announced at CCW 2024 - Five9 has become only the second CCaaS vendor to achieve Summit status with Salesforce. That status ensures a tight partnership, which includes joint strategy sessions and roadmap creation.
That’s a big win for Five9, as it shares 1,200+ customers with Salesforce - many of which are large enterprises and central to its continued double-digit growth.
Yet, Salesforce will also benefit, as it can upsell Einstein while converging its sales and marketing efforts with another CCaaS stalwart.
How Does It Work?
Historically, CCaaS vendors have built Salesforce integrations by leveraging its Open CTI adapter.
However, in 2020, Salesforce sent out a set of APIs to its CCaaS partners to develop more sophisticated integrations, allowing them to unify digital channels and the agent experience within the Salesforce desktop.
In September 2022, the first generation of the Five9 for Service Cloud Voice BYOT offering became available, doing precisely that.
Most other vendors haven’t progressed much further. But, in September 2023, Five9 bolstered its integration by unifying the supervisor experience, streamlining the cross-platform routing logic, and advancing its screen pop capabilities.
Now, it has added three more cornerstone features: live call transcriptions, an Einstein Conversation Insights integration, and dual adapter support.
The live call transcription – which passes from Five9 to the Service Cloud desktop - seems most meaningful, as that enables numerous Einstein AI features.
1. Live Call Transcripts
Before, Five9 for Service Cloud Voice BYOT users had to rely on a voice stream to funnel transcripts into Salesforce. Now, transcripts come in real-time.
As a result, Five9 customers may leverage Einstein’s live agent-assist and automation capabilities. That includes next best action, auto-launched flows, and supervisor notifications.
In addition, agents can access the real-time transcript – which is critical for hearing-impaired reps - while all that live voice data funnels into the CRM for a more cohesive view of the customer.
Five9's new TranscriptStream API also comes into play here, scouring the transcript to pull out events and metadata in real-time.
2. An Einstein Conversation Insights Integration
Five9 offers its own conversational intelligence solution. However, Salesforce-centric customers can now leverage this integration to analyze customer interactions via Einstein instead. It's their choice.
With Eistein Conversation Insights, users may channel new intent and sentiment data directly into the CRM while automating performance management processes and agent after call work (ACW).