Five9 has revealed that its latest release of Five9 for Service Cloud Voice with Partner Telephony will include Saleforce’s Einstein.
Einstein is a generative AI solution, designed by the CRM giant Salesforce to enhance customer interactions by creating intelligent, customized recommendations to service teams based on extensive datasets.
This product partnership represents the latest collaboration between the two customer experience (CX) providers and will strengthen Five9’s existing AI offering.
Dan Burkland, President of Five9, listed some of the benefits its customers can enjoy by incorporating Einstein: “Five9 understands the power of elevating the customer experience through innovative technology and seamless integrations.
“Our collaboration with Salesforce pushes the boundaries of what is possible.
"Infusing Einstein’s AI insights into the contact center and CRM eliminates repetitive tasks while also guiding agents with the next best actions they know will help them be more effective.”
Einstein Meets Five9
According to Five9, the combination of Einstein and Five9’s own set of AI solutions will help improve CX, increase management understanding of operational health, and assist agents in providing better responses to customer requests.
Einstein AI will utilise Five9’s open APIs and Five9 TranscriptStream to find ways to offer agents real-time solutions via ‘Next Best Action’ guidance.
The AI solution can create real-time transcriptions of customer conversations check recording accuracy and assess their utility to customer journeys.
Through an integration with Salesforce Einstein Conversation insights, it is also able to bolster conversation intelligence.
The partnership between Five9 and Salesforce is one of the longest in the CCaaS industry, having been in place for more than 15 years.
Recently, Five9 made it possible for agents to use its call dispositions from within the Salesforce omnichannel widget and Voice Call page.