Five9 Embeds Native Workflow Automation Tools Into Its CCaaS Platform

Five9 WFA is now included as standard for its CCaaS users

Contact CentreLatest News

Published: March 30, 2023

James Stephen

Five9 has announced enhancements to Five9 Workflow Automation (WFA), with the solution now included as standard for all of its CCaaS users.

Updates to Five9 WFA include tools to integrate data and automate processes between external business systems and the Five9 contact center.

All new and existing CCaaS customers will have access to the workflow automation technology, allowing them to create personalized experiences in a low-code/no-code environment for their customers and improve agent and business productivity.

Callan Schebella, EVP, Product Management, Five9, said:

Our enhanced WFA solution opens many possibilities for creative, innovative, fluid customer journeys, without the reliance on IT resources.

“We are excited to make this capability available for all our customers and continue the commitment Five9 has shared around democratizing access to contact center development tools.

“At Five9, we believe data and insights are key to enabling a fluid experience and being able to connect the contact center to the rest of the CX ecosystem is in turnkey to that. This is exactly the strength of Five9 WFA.”

Five9 was chosen as a finalist for the Best of Enterprise Connect Award, based on the new WFA capabilities submitted.

The Workflow Automation solution connects companies using different systems, as well as aggregating information, enabling agents to act on customer data in real-time and utilize cross-platform workflows.

Companies can use Five9 WFA to automate CX, speed-up decision-making, and access siloed information.

A new Automation Studio has been added, providing an intuitive no-code/low-code workflow development environment.

The WFA Automation Studio allows ordinary users to create and deploy automation workflows, including eCommerce, CRMs, knowledge bases, marketing software, and more.

With a library of more than 100 pre-built connections to business systems and applications for system integrations, company IT departments will not have to be so heavily depended on, as they would have been in the past.

Five9 believes that its latest WFA solution reduces the cost and workload for contact centers.

Five9 is also introducing Solutions Catalog, which provides a list of automation and visualizations to streamline processes and increase overall business and admin efficiency. These will be divided by use cases, including omnichannel orchestration, agent skill assignment, proactive notification, and IVA and IVR performance monitoring.

Using this feature, companies will be able to track events like product purchases, webpage views, and emails as part of advertising campaigns.

As a result, contact centers can achieve targeted and responsive customer engagement and react quickly to customer behavior changes.

Customer behavior analysis can also be used to help companies make decisions about their future engagement strategies.

Recently, managed service provider Espria added Five9’s contact center solutions into its portfolio as part of a strategic alliance.

The new partnership will serve both companies by helping them to provide enhanced customer journeys through voice and digital channels, as well as via live and virtual agents.

Five9 is a cloud contact center solutions provider with over 2,500 customers worldwide and enables billions of annual call minutes.

Last month, Five9 launched its first ChatGPT-powered contact center offerings, namely AI Insights and AI Summaries.




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