Richard Dumas

Strategies for success from the ICMI Call Center Demo & Conference

Five9 built an Intelligent Virtual Agent that knows a lot about itself. Richard Dumas explains how we created it – and how you can build an IVA that knows all about your business.

The importance of providing an excellent customer experience has been well documented – in consumer surveys, in analyst reports, and in the increasingly visible and honest feedback that today’s customers share across social media. The role that digital transformation plays in optimizing CX is also deeply understood. That’s why we recently launched the Five9 CX Maturity Model, a framework to guide enterprises through the next era of customer service in the contact center.

The importance of providing an excellent customer experience has been well documented – in consumer surveys, in analyst reports, and in the increasingly visible and honest feedback that today’s customers share across social media. The role that digital transformation plays in optimizing CX is also deeply understood. That’s why we recently launched the Five9 CX Maturity Model, a framework to guide enterprises through the next era of customer service in the contact center.

It’s increasingly costly and complicated to win a new solar customer in the United States. According to GTM research, it costs 49 cents per watt to acquire a customer in the U.S. or about $3,000 for the typical 6-kilowatt residential rooftop. Meanwhile, a report by Lawrence Berkeley Labs estimated a cost of less than 7 cents per watt in Germany. Marketing, advertising and sales made up the majority of the cost (41 cents) while system design accounted for 8 cents per watt. There has been lot of discussion about why it costs so much to acquire a new residential solar customer in the US – especially when compared to other countries. Read further for a few frequently cited explanations:

IVA’s help contact center agents become more productive and improve both employee and agent experience, resulting in a happier customer experience.

New enhancements in generative AI will continue to provide solutions for joyful customer experience.