Five9 has unveiled its latest release wave, which includes an expansion of its digital engagement, conversational AI, and self-service capabilities.
In doing so, it is updated its Intelligent Virtual Agent (IVA), released a new Broadcast SMS solution, and unveiled fresh number management tools, amongst other moves.
Driving the CCaaS provider’s innovation is the demand for convenient customer service experiences, which 69 percent of Americans call a “key factor” in retaining their loyalty to a company or brand, according to a 2023 ACA study.
In order to provide these quality customer service experiences, Five9 believes that enterprises must create fluid experiences.
Sarika Prasad, Senior Product Marketing Manager at Five9, explained how Five9 can help companies achieve this:
To meet these customer needs, Five9 is excited to announce a range of powerful features, that are offered to empower businesses to deliver exceptional service and drive customer satisfaction.
“Our suite of enhancements covers various categories, catering to the diverse needs of modern contact centers.”
A New Broadcast SMS Solution
Five9 Broadcast SMS enables companies to send bulk SMS messages to specific contacts, resulting in streamlined and proactive outreach.
Its global reach for outbound SMS covers 180 countries, ensuring cost-effective and hassle-free outbound communication.
10DLC Support
Five9 customers can now easily manage 10DLC – a ten digital US phone number – and brand registration via the admin console.
The user-friendly registration process and simple campaign setup help customers to comply with regulations, reduce spam risks, avoid message blacks, and effectively manage SMS campaigns.
The new and improved 10DLC simplifies compliance procedures and saves time and effort.
Intelligent Virtual Agent Updates
The latest enhancements to IVA over the past quarter provide an improved self-service experience.
These include features to identify up to three languages in its Google Cloud Speech to Text Node.
IVA Speech Enabled Payments eases the payment process with usability and accessibility via voice input.
Companies can capture caller inputs in multiple languages using Dialogflow CX for Real-Time Transcription for accurate language processing.
Number Reputation
Five9’s new Number Reputation Management capability protects the reputation of phone numbers and prevents call blocking and automated remediation for labeled numbers.
The feature adds to the Five9 trust solution suite and improves the success rate and experience of outbound calls.
Five9 establishes the verified statuses of customers and registers their phone numbers to provide a safeguard against call blocking.
It also continually monitors the numbers to ensure they are clean and issue-free.
Number Management
Customers can now manage and self-service their phone numbers using Five9’s Admin Console.
It gives contact centers total visibility and control over their numbers inventory with an easy-to-navigate interface.
Numbers can be sorted and filtered based on selected criteria, leading to quick retrieval and greater organization.
To support the seamless transfer to alternative systems, businesses may also export several inventories.
Last month, Five9 added industry-specific solutions, increased its global partner base, and offered partner sales and training resources.
Also, in May 2023, Five9 secured a CCaaS “megadeal” with a large U.S. bank, which is expected to be worth $8 million in annual recurring revenue (ARR) when it is up and running.
Five9 also won a legacy replacement deal with a healthcare provider of financial management and patient experience management services and solutions that are expected to generate $4.7 million in ARR.
