Qualtrics, Five9 to optimize contact center experience

SALT LAKE, UNITED STATES — Software firm Qualtrics and cloud-based contact center Five9 announced a partnership to deliver improved agent and customer experience.

As part of the partnership, Five9’s cloud contact center solutions will be integrated with Qualtrics Frontline Care.

“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 Five9 RVP Business Development Scott Black.

The integration between Five9 Event Subscription Services and the Qualtrics’ XM Platform is expected to allow customer service teams to 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.

“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,” said Fabrice Martin, Chief Product Officer of Qualtrics XM for Customer Frontlines.

Five9 is a contact center and outsourcing firm that offers digital solutions, cloud technology, and innovation for thousands of customers globally. It recently ranked 27th on the Time Doctor OA500, the first objective index of the world’s top 500 outsourcing firms.