Five9 VoiceStream solution can now be leveraged by all Five9 ISV partners to build and convert customers’ data streams to solutions that can better improve CX.
The simple phone call has gone through a revolution over the last decade or so. From the days of a simple PSTN call, phone lines are now running through laptops and collaboration platforms throughout the world and picked up through wifi, broadband and cellular connectivity.
Through these transmission changes, data has been created for businesses to collect and analyse for the betterment of call quality and agent training in particular.
As Scott Black, senior director for business development at Five9, points out, giving as much information to call agents as possible will improve the experience for everyone involved.
“At the end of the day we've all been on a call with an agent that has been frustrating,” said Black. “It may have taken a while to get a hold of that agent, or maybe the experience with the agent is that they don't know who you are, or why you're calling in.
“Providing rich data to agents during an interaction helps them better understand a customer’s pain points, why they’re calling, what their needs might be, and how to provide recommendations or“All of those things are really enabled through real-time analysis of the call audio and metadata provided to the ISV Partners by the VoiceStream API”
VoiceStream
Enabling this feedback is the Five9 VoiceStream solution, now generally available to all of their ISV partners. It is an innovative, open set of APIs built for the Five9 Intelligent Cloud Contact Center that allows businesses and partners to take advantage of real-time customer voice data.
Black said that Five9 is solving a fundamental problem in the contact centre: giving agents all the information they need in real-time to carry out their job more effectively.
“If you think about it at a very high level, VoiceStream is essentially a real-time feed of our voice data and the subsequent metadata. Historically, we’ve worked with partners who would take a call recording and do some analysis on that call - sentiment analysis, for example. But none of this was really done easily in real-time. VoiceStream enables these partners to get voice data during an interaction, as opposed to after the call, and really power their solutions in some very unique and interesting use cases.