Qualtrics and Five9 Partner to Improve the Contact Center Experience for Agents and Customers
09 März 2023 - 3:00PM
Business Wire
New integrations bring industry-leading
conversation intelligence, making agents more effective and
allowing organizations to increase customer loyalty by closing the
loop faster
QUALTRICS X4 – Qualtrics and Five9 today announced a
partnership to integrate Five9’s industry-leading cloud contact
center solutions with Qualtrics Frontline Care™. The new seamless
integration between Five9 Event Subscription Services and the
Qualtrics’ XM Platform™ enables customer service teams to more
deeply understand how their customers feel about a service
experience, uncover agent coaching opportunities and quality
assurance issues, and respond more efficiently when a customer
relationship is at risk. The combined capabilities will help
contact center managers improve the agent experience and deliver
more personalized customer experiences that increase brand
loyalty.
Amidst inflation and spending cuts, contact center leaders are
asked to improve service and increase sales while simultaneously
being challenged to lower costs and overcome sky-high agent
turnover rates. More than one-third (38%) of contact center agents
don’t feel they’re set up for success and only 54% of agents
believe their leadership invests in their team, according to
Qualtrics research. Contact center teams need a solution that not
only provides the right technology but also the subject matter
expertise to help them optimize their approach to CX and deliver
ongoing business value.
Collect higher quality Contact Center feedback with Five9 and
Qualtrics Customer Care
Building upon the existing integration with Five9 and Qualtrics
XM Discover, Qualtrics CustomerXM™ customers using the Five9
platform can now automatically deploy dynamic post-interaction
surveys tailored to customer channel preferences to drive higher
response rates. Service agents are alerted immediately following a
negative interaction and can follow up directly through voice,
chat, or email using Qualtrics Ticketing, reducing response times,
and increasing customer loyalty and satisfaction.
“Contact centers are among the most critical pieces in
delivering a high-quality customer experience but they face many
challenges due to lack of funding and high agent turnover rates,”
said Fabrice Martin, Chief Product Officer of Qualtrics XM for
Customer Frontlines. “These integrations bring two industry leaders
together and will help contact center teams improve operational
efficiencies, reduce costs, increase customer loyalty, and minimize
risk and compliance issues.”
“Personalizing customer experience is crucial with today’s
consumers when it comes to brand loyalty. By combining Qualtrics'
cutting-edge natural language understanding and dynamic survey
capabilities with our cloud contact center management capabilities
leveraging Five9 Event Subscription Services, contact centers can
leverage the data from the surveys to improve the customer
experience,” said Scott Black, RVP Business Development at Five9.
“Together we will help contact center teams gather higher-quality
feedback and quickly and easily uncover process improvement
opportunities, allowing businesses to deliver better customer
service experiences.”
Availability
Customers can access the Frontline Care™ and Five9 Cloud Contact
Center integration as well as the Qualtrics XM Discover and Five9
Cloud Contact Center integration on Qualtrics.com.
About Qualtrics
Qualtrics, the leader and creator of the experience management
category, is a cloud-native software provider that helps
organizations quickly identify and resolve points of friction
across all digital and human touchpoints in their business – so
they can retain their best customers and employees, protect their
revenue, and drive profitability. More than 18,750 organizations
around the world use Qualtrics’ advanced AI to listen, understand,
and take action. Qualtrics uses its vast universe of experience
data to form the largest database of human sentiment in the world.
Qualtrics is co-headquartered in Provo, Utah and Seattle, and
operates out of 28 offices globally. To learn more, please visit
qualtrics.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20230309005212/en/
Tyler Petersen, Press@qualtrics.com
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