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Five9
Overview
Five9 delivers cloud contact center solutions that transform the entire customer experience.
Invoca for Five9 provides a comprehensive view of the customer journey from the initial digital interaction to the call outcome. It integrates with Five9 in three distinct ways.
First, PreSense for Five9 uses digital journey data in real time to intelligently route callers in Five9 and provide agents with pre-call context, enabling them to personalize every conversation.
Second, it augments existing Invoca records via the Five9 call data integration, which sends post-call data back into Invoca. This enables you to automatically pass agent, queue, disposition, outcome fields, and more from Five9 to Invoca, improving scoring, QA, and reporting accuracy.
The integration also enables you to import recordings from outbound and follow-up calls for AI-powered analysis. Pull recorded Five9 calls into Invoca to transcribe, summarize, and score conversations for QA, coaching, compliance, and revenue impact.
Click here to learn how to unify digital journeys and contact center interactions.
Key Benefits
- Optimize call handling with intelligent routing: Use pre-call digital journey data from Invoca to prioritize and route Five9 callers to the best available agent or IVA, reducing transfers and handle time.
- Personalize conversations with real-time caller context: Give Five9 agents a screen pop with the caller’s recent digital activity (i.e., ads clicked, pages viewed, and products in cart) so they can tailor every interaction from the moment they pick up.
- Improve QA and coaching with post-call insights: Automatically send Five9 metadata like agent disposition and call outcomes back into Invoca to enrich scoring, QA, and coaching dashboards.
- Optimize CX and marketing with closed-loop reporting: Combine Invoca’s pre-call journey data, Five9 call handling, and call dispositions to understand which campaigns and call experiences drive revenue, to optimize marketing spend and contact center performance.