In a rapidly evolving contact centre landscape, the integration of advanced technologies is key to staying ahead. Recently, Five9 and Verint have taken their partnership to new heights, extending beyond traditional Workforce Optimisation (WFO) solutions to offer a more comprehensive set of tools designed to enhance customer engagement and operational efficiency.
This new collaboration introduces Verint's Engagement Data Hub to Five9's powerful Intelligent CX Platform, revolutionising how contact centres manage both agent performance and customer experience.
What Does This Integration Offer?
By incorporating Verint’s AI-driven analytics and automation capabilities, the new integration gives contact centres access to deeper insights into customer behaviour and agent interactions. This allows businesses to not only manage but optimise every aspect of their customer engagement strategy. The seamless exchange of data between the platforms enables businesses to unlock a more holistic view of operations, improving their ability to forecast, staff appropriately, and provide personalised customer experiences.
Five9's already robust platform, known for its advanced tools like Intelligent Virtual Assistants (IVAs) and Real-Time Analytics, will now be further strengthened with Verint's powerful data hub. This gives organisations the flexibility to gather and analyse engagement data across multiple channels, including voice, chat, social media, and email – all in real time.
A New Era for Contact Centres
For contact centres, this partnership brings end-to-end visibility across customer interactions and agent performance, allowing for more strategic decision-making and optimised workflows. With Verint’s AI-powered tools integrated into Five9’s platform, businesses can expect to see a reduction in manual processes, better alignment between agent staffing and customer demand, and enhanced omnichannel engagement.
This shift from pure Workforce Optimisation (WFO) to a broader Workforce Engagement Management (WEM) framework is critical for organisations aiming to deliver consistent, high-quality customer experiences while maintaining operational efficiency. It’s not just about improving customer service; it’s about empowering agents with the tools they need to perform at their best, with real-time insights that drive better results.
By combining the strengths of Five9 and Verint, contact centres can now unlock more efficient operations and deliver unparalleled customer experiences. Stay ahead of the competition by leveraging these tools to build a more resilient, responsive, and efficient customer engagement strategy.
Find out more about Five9 solutions at Onecom.
Learn more about Five9 and Verint’s integration in Five9’s latest announcement.