Contact Center Solutions Featured Article

Five9 Finds Smart Messaging in WEBTEXT

March 11, 2019

The modern contact center is a cloud-powered, omnichannel proposition. The leading providers are expanding presence through innovation, and for many this means expanding partner ecosystems to remain on the precipice of this highly competitive and quite crowded space.

WEBTEXT announced that is Five9 contact center messaging solution is now commercially available, allowing Five9 customers to leverage Twitter, Facebook Messenger, SMS, MMS and more to enhance customer service delivery.

A few key features make this solution stand out from the pack. Smart messaging enables Five9 customers to use keywords to enhance routing capabilities. IVR Voice Deflection to a chat agent with automatically “deflect” voice calls to other digital channels connecting agents with customers via chat. AI chatbot escalation with enables smooth transition from AI bot conversation to a live Five9 contact center agent, which also highlights another capability of the release, direct two-way messaging with a Five9 agent.

“We’re very excited to become a Five9 technology partner and to offer Five9 customers our suite of smart messaging solutions”, said AJ Cahill, WEBTEXT CEO. “As demand for omni-channel and messaging use by enterprise continues to grow, being able to deliver a “live” person to person customer engagement experience thru SMS, Facebook Messenger, WhatsApp and other social channels is very important to cloud contact centre customers.”

Robust contact center solutions require countless hours of innovation, driven by evolving customer demand. Answer these demands to earn the spotlight.

What solution is in your contact center?

Edited by Maurice Nagle