Another busy week in the CX space has seen an agentic AI offering from Five9, a revamped CCaaS platform from Dialpad, a recruitment drive from Salesforce, and a new pricing strategy from Zendesk.
Here are extracts from some of our most popular news stories over the past seven days.
Five9 Co-Innovates with ServiceNow, Unveils Its AI Agents
Five9 is making its unified routing and real-time transcription solutions available directly within the ServiceNow Customer Service Management (CSM) platform.
The CCaaS stalwart is also augmenting CSM with Native Call Controls. In doing so, it empowers agents with a unified environment from which they can handle interactions across digital channels and Five9 voice.
By providing that unified experience, the vendors hope to simplify contact center configurations, reduce operational costs, and improve agent efficiency.
Diving deeper, John Ball, SVP for Customer & Industry Workflows at ServiceNow, said: “Most CRM solutions only focus on capturing customer requests, not fulfilling or resolving them. As a result, human middleware ties manual processes and siloed technologies together.
Our expanded partnership with Five9 takes this even further, combining the best of both platforms to streamline and unify contact center operations with a turnkey solution that’s fast to deploy and delivers fast ROI.
The partnership follows a similar co-innovation announcement between ServiceNow and Genesys, made in May (Read on...).
Dialpad Revamps & Relaunches Its Contact Center Platform
Dialpad has released its new-look CCaaS solution: Dialpad Support.
Previously called the Dialpad Ai Contact Center platform, the next evolution of the offering adds several “practical AI” solutions.
According to the vendor, these tools aim to help contact centers “of all sizes” combat their most pressing problems.
Perhaps the most notable solution is its Ai Agent, a customer-facing virtual agent that leverages generative AI (GenAI). Dialpad claims this can deflect 50 percent of customer queries with just two weeks of training.
Moreover, the provider offers a proprietary LLM in a bid to enable greater accuracy of response and differentiate from competitive offerings.
Before introducing those, Vincent Paquet, Chief Product Officer at Dialpad, noted:
By harnessing the power of our native AI capabilities, we’re not just improving efficiency – we’re transforming the entire support ecosystem to benefit agents, managers, and customers alike.
Delivering in-house, native AI is a core differentiator for Dialpad in the contact center space (Read on...).
Salesforce Set to Hire 1,000+ Employees to Keep up with Agentforce Demand
Salesforce has confirmed that it is aiming to recruit more than 1,000 workers to help keep up with the demand for its Agentforce solution.
