Selligent and Five9 Partner to Deliver Intelligent, Data-Led Omnichannel Customer Journeys

Selligent, the intelligent omnichannel cloud technology company, announced today that it has joined the Five9 App Marketplace, merging the capabilities of Selligent Experience Cloud with the Five9 Intelligent Cloud Contact Center for improved omnichannel customer experiences. By rooting evolving customer experiences in data collected throughout the customer journey, contact centre agents are better able to assess needs and deliver resolutions that are timely, relevant and tailored to individual needs.

Five9 launched the App Marketplace in November 2019 to offer technology solutions from trusted partners to thousands of Five9 contact centre customers worldwide. The Selligent and Five9 partnership will enable businesses to deliver informed customer experiences by capturing and surfacing engagement data to contact centre agents, providing them a holistic view of a customer’s buying history, unique preferences, and customer service needs. Doing so will significantly up-level customer satisfaction and long-term loyalty as customer needs are addressed in real-time.

“Five9 is excited to partner with Selligent in order to bring real-time insights to the contact centre to better equip agents to provide more human customer service experiences,” said Walt Rossi, Vice President, Business Development, Five9. “Arming agents with valuable insights to help exceed customer expectations is now more important than ever as digital transformation has been accelerated by the pandemic.”

Leveraging Selligent’s Universal Profile, a centralised view of all relevant customer engagement data, including purchase history and prior omnichannel interactions, the Five9 App Marketplace offering will enable businesses to:

  • Identify anonymous or known customers’ website browsing history and map it to the corresponding universal profile, enabling smart segmentation, targeting and engagement across the web, sales and service journeys
  • Proactively engage with customers via outbound interactions, automatically trigger communications to anticipate requests, and drive continuing engagements after initial contact
  • Deliver real-time customer insights to agents, providing the needed context to support unique sales opportunities by surfacing relevant product information and post-call recommendations

“2020 signaled a shift and heavier reliance on digital channels as they became a bigger part of how customers interact with businesses,” said Karthik Kripapuri, CEO at Selligent. “Capturing customer data and serving it up to a contact centre agent who can use the real-time information to improve the overall experience is critical to success in today’s business environment. Merging our capabilities will transform both the contact centre and overall customer journey, leading to stronger, more meaningful engagements. We’re thrilled to work with Five9 to drive business impact when it matters most.”

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