Five9 expands partnership with Invoca 

CALIFORNIA, UNITED STATES — Cloud-based software firm Five9 announced it had expanded its strategic partnership with Invoca, a cloud leader in artificial intelligence (AI) conversation. 

This development will allow Five9 to resell Invoca Presense, a customized customer experience solution, across the United States (U.S.), the UK, and Canada.

Using the combined capabilities of Five9 Intelligent CX Platform and Invoca’s conversation intelligence technology, Invoca Presense can give contact center agents access to a caller’s digital journey prior to the call.

The solution helps agents provide customized advice. For instance, it allows an agent to see if a customer looked into a product or replied to an offer online.

“The more an agent knows about a caller, the better the experience they can provide. We now have a way to share rich pre-call insight directly in Five9, providing contact centers with data that reveals the exact state-of-mind of the caller,” said Invoca CEO Gregg Johnson.

Five9 ranked #27 in the Time Doctor OA500 index, which ranks outsourcing providers based on prominence.