At this year’s Enterprise Connect 2024, Tim Albright from AVNation caught up with Matt McGinnis from Five9 to delve into the evolving landscape of contact centers and the innovations shaping customer experiences.
McGinnis began by highlighting Five9 ‘s unique position as a cloud-native company, emphasizing their focus on building leading contact center products in the cloud. The conversation pivoted to the concept of Contact Center as a Service (CCaaS), where McGinnis explained how it goes beyond traditional voice calls to encompass digital engagements like email, web chat, and SMS, ultimately enhancing customer interactions across various channels.
The discussion also touched on the evolution from CCaaS to Customer Experience (CX), a broader market encompassing outbound sales, marketing, and pre-purchase interactions. McGinnis highlighted the role of technology enablers like Artificial Intelligence (AI), specifically discussing Five9 ‘s recent announcement about generative AI and its impact on contact centers.
Generative AI, as McGinnis explained, enhances self-service engagements, augments agent capabilities through tools like agent assist, and provides valuable insights for management to optimize operations and improve customer experiences. The unveiling of Gen AI Studio, an industry-first low code/no code user experience, signifies a leap forward in harnessing AI’s power within contact centers.
For more insights and to dive deeper into five9’s offerings, visit five9. Stay tuned for additional videos and updates from Enterprise Connect 2024.
