It's been a busy week in the world of CX, with new releases from Five9 and NICE, alongside fresh integrations for Oracle, Webex, and Calabrio.
Here are the extracts from some of our most popular news stories over the last seven days.
Five9 Expands Genius AI Suite with New GenAI Knowledge Tool to Boost CX
Five9 has announced its new AI Knowledge solution, the latest feature in the company’s Genius AI suite.
Powered by generative AI (GenAI), the tool is designed to tackle one of the “biggest pain points” in customer experience by enabling agents to deliver speedier responses to customer inquiries.
Five9 claims that the solution is capable of providing answers that are not solely based on FAQs and knowledge bases, but instead are informed by “contextual data pulled from an organization’s vast knowledge sources.”
Available for live or virtual agents, the AI Knowledge innovation can use this data to analyze a customer inquiry in real-time and precisely find and present the most relevant answer for each interaction.
The CX platform provider believes that by improving the efficiency of response handling, companies can cut hold times, minimize customer frustration, and lower costs.
Callan Schebella, Executive Vice President of Product Management at Five9, explained how the AI Knowledge solution would enable users to maximize the potential of AI:
With the Five9 Genius AI product suite and a flexible, customer-centric process, our goal is to enable customers to deliver rich, insightful, elevated customer experiences at every touchpoint.
Alongside the announcement of the latest tool in the Genius AI Suite, Five9 also revealed the company’s new strategic approach to leveraging “AI-elevated CX across the customer journey" (Read on...).
NICE Actimize Launches SURVEIL-X Behaviour to Monitor Employee Conduct
NICE Actimize has introduced its AI-powered employee monitoring solution ‘SURVEIL-X Behaviour’ into its SURVEIL-X Holistic Employee Conduct Surveillance suite.
SURVEIL-X Behaviour provides organisations with an all-in-one behavioural profile of their employees to help them assess conduct levels, while also identifying the various root causes driving potentially damaging actions.
On top of surveillance for communications, sales, markets, and conflicts of interest, the fraud prevention solutions provider NICE Actimize can now offer financial services companies’ behavioural insights into their employees via SURVEIL-X.
Vinod Jain, Strategic Advisor of Capital Markets at Datos Insights, an insights, data, and advisory services company, explained the significance of deploying a comprehensive employee surveillance solution:
Most surveillance systems today focus exclusively on individual domains, such as trading or communications, to the exclusion of behavioural factors which contribute to risk and ultimately impact a firm’s reputation, profitability and market valuation.
SURVEIL-X Behaviour will alert managers when triggered by certain employee actions, like failing to complete compliance training or crossing a reasonable threshold for customer complaints (Read on...).
