Clarabridge has announced a ground-breaking new partnership with Five9 that brings industry-leading conversation intelligence and interaction analytics to the contact centre.
The partnership will help organisations operationalise workflows, perform root cause analysis, and get the most out of customer interactions with cutting-edge natural language understanding and cloud contact centre management capabilities.
Clarabridge’s innovative conversational AI with natural language understanding is specifically tuned for the diversity of customer experience conversations across industries to uncover actionable insights that improve customer loyalty, reduce operational costs, and drive contact centre efficiency.
The partnership with Five9 enables an integrated offering that can capture the richness of customer feedback with the convenience of a cloud contact centre solution that lets you know exactly how your customer experience programme is performing.
Sid Banerjee, Chief Strategy Officer and founder of Clarabridge, Inc, said: “Clarabridge and Five9 have an edge in the market that will greatly benefit our joint customers.
“AI-driven conversational analytics on omnichannel cloud contact centre data enables organizations to optimize contact centre productivity, mature their customer experience strategy, and transform customer journeys, driving operational efficiency and greater customer loyalty.”
Walt Rosi, Vice President, Business Development, Five9, added: “Five9’s partnership with Clarabridge gives our joint clients the ability to connect contact centre management and analytics.
“We are excited to have Clarabridge in out ISV Partner Programme.”
As data volumes explode and customers seek more empathetic customer service experiences, businesses need an analytics platform that gives them a clear view of their customers and internal operations.
Clarabridge’s CX Analytics seamlessly loads and enriches contact centre interactions recorded with Five9, including calls, chats, digital support threads, and all other customer feedback data. As a leader in cloud contact centre solutions, Five9 enables businesses to provide customers and agents with the contact centre experiences they want.
Clarabridge provides in-depth analytics on Five9’s call data that demonstrates precisely where and why issues arise in the customer journey. Clarabridge and Five9 let contact centres quickly and easily discover agent coaching and process improvement opportunities so that businesses can realize better, smarter, faster business value.
