Qualtrics and Five9 Partner to Improve the Contact Center Experience for Agents and Customers

Rhea-AI Summary

Qualtrics has partnered with Five9 to integrate its cloud contact center solutions with Qualtrics Frontline Care™. This integration will empower customer service teams to enhance customer experience by better understanding customer sentiments and addressing agent performance concerns. Amid rising operational costs and agent turnover, this collaboration aims to improve operational efficiencies, reduce costs, and foster customer loyalty. The new integration allows for dynamic customer feedback collection, streamlining response times after customer interactions. Customers can access these capabilities via Qualtrics.com.

Positive

• Integration with Five9 enhances customer experience and agent performance.
• Allows for dynamic feedback collection, improving response rates and customer satisfaction.
• Addresses high agent turnover and operational challenges faced by contact centers.

Negative

• None.

New integrations bring industry-leading conversation intelligence, making agents more effective and allowing organizations to increase customer loyalty by closing the loop faster

SALT LAKE CITY--(BUSINESS WIRE)-- 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.

View source version on businesswire.com: https://www.businesswire.com/news/home/20230309005212/en/

Tyler Petersen, Press@qualtrics.com

Source: Qualtrics

FAQ

What is the new partnership between Qualtrics and Five9 about?

Qualtrics and Five9 have partnered to integrate Five9's cloud contact center solutions with Qualtrics Frontline Care, enhancing customer service capabilities.

How will the integration between Qualtrics and Five9 impact customer service?

The integration will help customer service teams better understand customer sentiments and improve agent performance, leading to enhanced customer loyalty.

What benefits does the Qualtrics-Five9 integration provide?

It enables dynamic feedback collection, faster response times after negative interactions, and addresses agent turnover challenges.

Where can customers access the new Qualtrics and Five9 integration?

Customers can access the integration on Qualtrics.com.