Five9 announced its decision to collaborate with Google Cloud for common customer experience solutions.
This follows a series of announcements from the contact center giant earlier this week focused on improving customer experience with AI services.
Their latest partnership will see both providers collaborate towards an effective customer solution, enabling enterprise customers to improve their customer engagement strategies across all channels.
As more organizations demand consistent, faster interactions and customers want faster, more accurate resolutions across all channels, businesses are looking for combined solutions that help reduce friction for them and their customers.
This also includes an increase in demand for additional services such as enhanced personalization and proactive responses, to ensure efficient and smooth transfers.
This requires customer-facing businesses to have a contact center platform and advanced AI that can work together.
By combining Five9’s Intelligent CX Platform and Google Cloud’s Gemini capabilities, this will enable these enterprise solution customers to further improve their contact center workflows, analytics and support, delivering a complete user experience.
These integrated capabilities will include Gemini Enterprise for Customer Experience (GECX), its Vertex AI platform, and additional Gemini models that will aim to deliver seamless customer experiences across all channels.
This solution will also allow businesses to enable proactive and personalized responses for their consumers.
Kevin Ichhpurani, President, Global Ecosystem and Channels at Google Cloud, highlighted how this unified approach will enable enterprise clients to improve their consumer engagement strategies, using AI as a key system driver rather than just an add-on.
“Digital transformation requires technology that helps businesses solve complex industry-specific challenges, particularly in the area of customer engagement,” he explained.
“Using Gemini Enterprise for customer experience and Google’s Gemini models, together with Five9’s unique intelligent CX platforms, Five9 provides a unified, AI-driven CX platform that can improve customer experience and advance the intelligent contact center industry. »
This expanded partnership will also allow Five9 to continue to use Gemini Enterprise internally, ensuring overall improvement in productivity and customer success within its operations.
It also involves deepening its commitment to the partnership by running the company’s key workloads within Google Cloud’s AI infrastructure for operational efficiency.
Impact on customer engagement
Five9 revealed that the combined solution will target customer-facing industries, including retail and financial services, to manage large and complex customer engagements.
Mike Burkland, Chairman and CEO of Five9, explained how this solution aims to resolve customer engagement bottlenecks, ensuring resolutions take priority over volume management.
“Today’s businesses, including the world’s biggest brands, are looking for an end-to-end platform that connects data, AI and humans to transform every interaction into a meaningful outcome,” he said.
“By combining Five9’s market-leading AI platform with Google Cloud’s leadership in AI and data innovation, we’re making it easier than ever for businesses to deliver smarter, more personalized customer experiences.” »
This unified solution positively impacts customer engagement levels by targeting overall consistency, speed and efficiency of interactions through various capabilities.
Customer interaction layer
By targeting live customer interactions across all channels, customer-facing teams can reduce their overall resolution times and increase the friction of interactions.
And by bringing Google Cloud AI models into the solution, these tools can be used to understand customer intent, context, and sentiment throughout an interaction.
This allows customer requests to be accurately routed to the appropriate team, while using autonomous capabilities for routine queries and handling high interaction volumes.
This means customer interactions feel more relevant and seamless across all channels, allowing customers to interact with teams in a way that meets their needs without reducing the quality of interactions.
Customer interactions now become more proactive and contextual, increasing the speed, clarity and predictability of engagement.
Agent experience and productivity
Contact center agents and supervisors can now benefit from targeted advancements in managing customer interactions.
Using Google Cloud AI tools, agents can get real-time assistance to improve resolution speeds, retrieve suggested responses, previous interactions, relevant data, call summaries, and possible next steps.
This allows customer-facing teams to receive smarter insights with less overhead, helping to increase productivity and focus on problem-solving rather than unnecessary research.
By increasing the rate of accurate responses, it reduces the reliance of customer interactions on individual agent knowledge and instead on shared data.
This increases consistency in service quality, regardless of the size of the customer team.
Personalization and customer information
The solution also enables enterprise customers to target customer data, analytics and optimize experiences to improve individual customer journeys.
By quickly adapting to changes in customer engagement, businesses can maintain relevance and consistency throughout the customer journey. This is achieved by using Google Cloud data and AI infrastructure to analyze interaction data at scale.
In turn, Five9 can apply these insights directly to customer journeys, agent performance, and workflow design.
By using customer history and behaviors, this ensures that businesses can accurately personalize customer engagement by quickly identifying individual friction points.
This means customer-facing teams can improve journeys more quickly, frequently refining experiences while maintaining personal interaction with each customer to ensure individual loyalty.
