Enhance Self-Service Support with Real-time Audio and Data

What if you could easily utilize third-party applications in the contact center to help reduce friction in the customer experience and help agents continuously improve their performance and productivity? Sounds good, right? 

Changes in customer behavior have challenged contact centers to evolve at a record pace over the last few years. Five9 is an open platform dedicated to supporting best-of-breed solutions--from Five9's own native solutions, to accredited partner solutions, or even “bring-your-own” solutions. Five9 offers you multiple options to enrich your contact center with real-time artificial intelligence, coaching guidance, voice biometrics or other voice-enabled applications. All these solutions have one thing in common: they are powered by Five9 VoiceStream. 

Five9 has ramped up third-party innovation through our partner network, including VoiceStream-accredited Five9 ISV partners: Birch.ai, CallMiner, Cogito, Cresta, Voci by Medallia, Uniphore, Validsoft, and XSELL. Partners such as CallMiner, Cogito, Cresta, Medallia, Uniphore, and XSELL help analyze the content of what is being said between the agent and the customer, so that the agent can be provided real-time guidance or coaching. Other partners, such as ValidSoft, help authenticate the customer’s voice on the fly. Partners like Birch.ai help automate after-call work and related tasks.  

Alternatively, VoiceStream Self Service is another option for Customers who want to develop or already have their own in-house custom AI or Speech Analytics solutions. The self-service model gives you the ability to send real-time audio and data from customer-agent conversations to any destination in the cloud or on-premises where it can be consumed by your applications. Whether you are using an existing solution or building your own, this model is designed to help you quickly and seamlessly augment your Five9 Contact Center capabilities.  

With any of these models, Five9 VoiceStream allows you to reimagine the contact center experience and adapt to your business needs. It only takes a few simple steps to configure VoiceStream in the Five9 Admin Console to stream the desired calls to the accredited partner or self-service destination of your choice.  

Enriched Contact Center Experiences 

Five9 customer Signature Performance utilized VoiceStream Self-Service to make a difference in people’s lives. Signature Performance is leveraging the VoiceStream real-time audio to internally develop its own custom solution on top of the Five9 platform. 

With VoiceStream, Signature Performance met its goal of being able to detect in real time that someone is in urgent need of emotional support and immediately connect them to a crisis team.  

“Signature Performance, in partnership with students enrolled in the capstone program in the Jeffrey S. Raikes School of Computer Science & Management Design Studio Project at the University of Nebraska-Lincoln, utilized the VoiceStream API offered by Five9 in the development of an AI-based machine learning model to detect ideation spawning from Signature Performance client calls,” explains Mason Younger, Director of Solution Strategy and Innovation for Signature Performance. 

“The real-time alerting system streamlines the process of navigating calls from patients who exhibit suicidal or homicidal ideation,” says Younger. “During development, the team efficiently implemented the VoiceStream API and established a robust relationship with the VoiceStream product team as technical partners.” 

Just like Signature Performance, you can easily enable your contact center with Five9 VoiceStream to analyze the content of customer-agent interactions in real-time to reduce friction in the customer experience, enhance real-time collaborative intelligence, and improve the overall customer and agent experience. 

Learn More 

• Explore the Five9 CX Marketplace to learn more about Five9 VoiceStream and the accredited partners.  

• Visit the Five9 Partner Program for information about becoming a VoiceStream partner. 

• Read the Reimagining the Contact Center Experience with Five9 VoiceStream blog.