Comprehensive software reviews to make better IT decisions
Five9 Outlines Voice Technologies Roadmap at CX Summit 2021
Five9’s CX Summit for 2021 hosted a wide variety of events and interactive sessions that explored best practices for using Five9 as well as an outline of Five9’s roadmap for the coming year. Of special focus was Five9’s projected investments in voice technologies for the contact center.
Of course, the Summit arrived on the back of Zoom’s announcement of intent to acquire Five9, building on the companies’ close strategic partnership. In the opening keynote, Five9 CEO Rowan Trollope spoke to the benefits of Five9 being acquired by Zoom: namely, the creation of a complete omnichannel engagement platform, combining Zoom’s highly popular voice and video solution with Five9’s best-in-class CCaaS features. The acquisition (if it goes ahead) would create an industry-shaking product, solidifying trends in the market that are seeing vendors bring together communication, collaboration, contact center, and customer experience solutions within a single platform. As the acquisition is yet to be finalized, a safe harbor surrounded any further conversation on Zoom’s takeover.
Beyond Zoom, the key message Trollope stressed for Five9’s future was the company’s investments in voice technologies. The emphasis on providing multichannel options for customers in the contact center marketspace, Trollope argued, has left voice behind – an industry mistake, given voice is still the predominant channel customers prefer to receive service on. To this end, Five9 highlighted three key investments:
- Intelligent virtual agents (IVAs)
- Conversational AI
- VoiceStream (officially released on September 15)
The future of voice platform digitization, therefore, ties closely with advances in AI-driven automation, particularly in the wake of the pandemic. Five9’s data showed that 71% of contact centers thought that intelligent self-service automation helped them remain agile, with 76% agreeing that automating customer support tasks would benefit their workforce.
VoiceStream, especially, brings voice and automation together for a variety of high-value use cases. VoiceStream uses RESTful APIs to integrate and stream agent/caller audio in real time to other applications. This enables real-time speech analytics (such as sentiment analysis), authentication via speech biometrics, and agent assistance. Launch partners for VoiceStream include Cogito, CallMiner, Voci, ValidSoft, and XSell.
The elephant in the room for Five9’s CX Summit was, of course, the Zoom acquisition. With intrigue even higher now that Five9’s shareholders are being encouraged to reject the acquisition by advisory firm ISS, the inability to delve deeper due to safe harbor rulings means that we await Five9’s eventual decision at the end of September. (It is worth noting that no further information was provided at the mid-September Zoomtopia conference, either.)
Otherwise, Five9 has an exciting year ahead with its focus on voice technologies and remains a popular CCaaS solution, according to SoftwareReviews’ data. Five9 is right to recognize that voice is not diminishing as customers’ preferred channel for service; given that, it is sensible to focus on optimizing this channel, rather than risk opportunity costs with equalizing resources across multiple channels. Affording options for omnichannel experiences is important to customer satisfaction, but enhancing voice as the most popular channel (through VoiceStream or otherwise) will provide value across a variety of use cases.
Source: SoftwareReviews' Five9 Product Scorecard. Accessed September 20, 2021.
As always, organizations should monitor which channels their target audiences find most popular; investing in a particular channel (e.g. a chatbot or video) without a requirements gathering investigation will result in low ROI if your target audience has little desire to interact through that channel. Building customer personas and segmenting by demographic will help define which channels are right for your organization. Explore Info-Tech’s Build a Strong Technology Foundation for Customer Experience Management to start creating a library of customer personas to influence your customer experience strategy.
Want to Know More?
Q headlines a bevy of announcements at AWS re:Invent 2023 in Las Vegas that shed more light on the cloud service provider’s AI strategy and where its differentiation from other vendors lies.
This note outlines some tips and tricks that you should be aware of when embarking on the installation and configuration of a Kubernetes cluster. Such an endeavor should only be attempted if the need for an enterprise-grade container orchestration solution is required.
It’s simply not enough today to pit your traditional application security toolkit against today’s advanced threats, especially those attacks that target APIs or mobile platforms. Bolstering your CI/CD pipeline by introducing more advanced and accurate SAST, SCA, IAST, and DAST will most certainly improve your security posture, but the journey does not end there. There are attacks and use cases that need careful consideration for how you approach security. Appdome believes it has those unknown challenges addressed and can significantly improve your application security program with very little effort from your development and security team, a welcome change from solutions that required a good bit of work to introduce problem-free into your code base four years ago.
This post provides a review of Zoom’s 2023 conference, Zoomtopia 2023. Core aspects covered include what major product releases and upgrades Zoom announced at Zoomtopia 2023, and what these announcements mean for Zoom’s market positioning in 2024.
Contact center as a service (CCaaS) enterprise providers are steamrollering ahead with embedding generative AI functionality in their platforms – whether organizations are prepared for it or not. In this post, I explore a positive outlook for how generative AI can be used to enhance organizations' customer experience capabilities while generating ROI. This includes: 1. Listing the major use cases for generative AI in the contact center. 2. Discussing how we might calculate ROI from utilizing generative AI in the contact center. 3. Considering what organizations can do to prepare for CCaaS vendors’ release of generative AI functionality.
In June 2023, I decided to remove the password on my primary email account as well as the one used to log-in to all of my devices. Did I wait too long? Am I too optimistic this will work without issue? Are there kinks that still need to be worked out? I recently attended Identiverse 2023 and got a FIDO2 hardware token intending at some point in the future to go passwordless. Why wait though? I was pumped up with all the passkey and passwordless sessions I attended and was eager to try this out and share my experience.
If you’re in the market for a password manager or are interested in secrets management, Bitwarden has a powerful platform for you. This unified platform is delivered via a thoughtful and intuitive UI, which Bitwarden Password Manager users will recognize. Bitwarden ranks as top of the Leader Quadrant in SoftwareReviews under the Password Management category, and the company believes its optimized, wide-range passwordless solution set will address most organizations’ needs.
Next-generation firewalls were smarter than previous firewalls, able to deeply analyze traffic and integrate with complementary security solutions. Today our needs are more complex, however, with a 742% increase in software supply chain attacks over the past three years. Sonatype Nexus Firewall has been paying attention and claims its firewall product is smarter about these attacks.
Have you ever thought of what else you could do to take your security operations center (SOC) to the next level and focus on prevention? Look no further – external attack surface management (EASM) was a popular managed service and topic of discussion at Rivest–Shamir–Adleman (RSA) Conference 2023, named after a popular public-key cryptosystem.