XSELL Brings Its Improved Agent Experience to the Five9 Platform

Contact centers across the world are pursuing ways to deliver better customer experiences – something customers demand – while simultaneously keeping costs down. One effective way to do so is through the implementation of smart conversational AI solutions to help direct the flow of traffic and handle basic inquiries.

Artificial intelligence can go far beyond chatbots, however, by identifying and replicating specialized skill sets that work to improve metrics and please customers. It can learn what works and what doesn’t, ensuring that future customer interactions follow best practices.

XSELL Technologies, a provider of conversational AI for contact center agent optimization, recently announced that its XSELL Agent Experience powered by VoiceStream is available on the Five9 (News - Alert) CX Marketplace. Leveraging the strength of Five9 cloud contact center solutions, the partnership makes it easier for businesses to integrate XSELL Agent Experience with the Five9 Intelligent Cloud Contact Center.

The Five9 platform facilitates billions of call minutes annually and provides digital engagement, analytics, workflow automation, workforce optimization, and practical AI to create more human customer experiences, engage and empower contact center agents, and deliver tangible business results.

XSELL’s AI-powered technology takes a data-driven approach to delivering what the company calls “top performer outcomes” by identifying and replicating specialized skill sets, with precision and at scale, across every agent, enterprise-wide. With XSELL Agent Experience, businesses can access AI-generated guidance to improve their customer and agent experience in real-time across the enterprise, driving tangible results like increased NPS scores, decreased average handle time (AHT), and increasing speed to proficiency.

XSELL Technologies was founded on the belief that the behaviors of the best contact center agents could be learned, replicated, and amplified to every agent in real-time to transform the way that businesses interact with their customers.

“We are delighted to bring the power of XSELL Agent Experience to Five9 CX Marketplace to support organizations in their pursuit of a better customer experience while delivering results that matter,” noted Matt Coughlin, Founder and CEO, XSELL Technologies.


Edited by Erik Linask