Leading provider of intelligent contact centre solutions, Five9, recently announced the Five9 VoiceStream solution. This new offering helps partners, customers, and system integrators leverage the potential of real-time voice and add a range of value-added applications to the Five9 platform. The VoiceStream service is a modern, developer-friendly cloud-to-cloud offering.
This real-time media streaming API supports seamless integrations with partners and ensures a highly secure offering to keep customer voice data protected.
According to Head of AI and CTO for Five9, Jonathan Rosenberg, the world is seeing constant innovation in the contact centre. Increased adoption of agent assistants, voice biometrics, real-time speech analytics, and sentiment analysis all shows the need for real-time insight into calls. The VoiceStream offering demonstrates the next step in using APIs to enhance real-time communications.
Introducing the VoiceStream Experience
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Martin Pitkow[/caption]
With the VoiceStream offering from Five9, partners and customers can use REST API technology to stream caller or agent audio alongside advanced call events in real-time. Use cases cover customer authentication via agent assistance, biometrics, agent coaching, real-time speech analytics, and more.
According to Anand Chandrasekaran, the EVP of Product Management for Five9, the company has spoken with dozens of developers focused on AI in the past year. The number one request from these developers was to bring integrations directly into the Five9 platform. The company is proud and excited to deliver this differentiated offering, previously available only in an on-premise system.
Customer-centric organisations have struggled to establish impactful and cost-effective ways to keep the frontline engaged up until now. Although we’ve had web-friendly APIs for controlling a call, this is the first time we’ve had a solution for streaming one. Traditional coaching techniques usually rely on delayed feedback on the analysis of various interactions, which restricts objectivity.