Five9 Announces Five9 VoiceStream
September 15 2020 - 9:00AM
Business Wire
Partners Join Five9 in Pioneering and
Demonstrating the New, Modern Cloud-to-Cloud
Real-Time Streaming in the CCaaS Space
Five9, Inc (NASDAQ: FIVN) a leading provider of the intelligent
cloud contact center, today announced Five9 VoiceStream to help
customers, partners and system integrators leverage the power of
real-time voice and add a broad range of value-added applications
on top of the Five9 platform. Five9 VoiceStream is a
developer-friendly, modern cloud-to-cloud real-time media streaming
API that enables frictionless integrations with partners and is
highly secure to ensure customers precious voice data is
protected.
“We are witnessing a wave of innovation in the contact center,”
said Jonathan Rosenberg, CTO and Head of AI, Five9. “We’ve seen an
increased adoption of voice biometrics, agent assistants, sentiment
analysis and real-time speech analytics – all showing the need for
real-time audio content of calls. VoiceStream represents a major
next step in the evolution of APIs for real-time communications.
We've had web-friendly APIs for controlling a call, but not for
streaming one. Until now.”
With Five9 VoiceStream, customers and partners can utilize a
RESTful API to stream the agent and or caller audio alongside
advanced CTI call events, all in real time. Use cases cover
customer authentication via biometrics; agent assistance; agent
coaching and training; and real time speech analytics including
sentiment analysis.
“In the past year, I have spoken with dozens of incredible
developers who are focused on AI and other key innovation areas,
and their number one ask by far was to bring their product
integrations directly into the Five9 platform,” said Anand
Chandrasekaran, Executive Vice President of Product Management,
Five9. “We are excited and proud to bring this differentiated
offering, previously available only within an on-premise contact
center system, to our cloud partners and customer communities.”
"Customer-centric organizations have struggled to establish
cost-effective and impactful methods to empower frontline
employees. Traditional coaching techniques often rely on delayed
feedback based on the analysis of a limited number of interactions,
restricting value and objectivity," states Marty Pitkow, VP of
Growth, Channels, and Partners at Cogito. "Using the Five9
real-time VoiceStream API, Cogito systematically coaches agents
in-the-moment on every call, improving agent-customer interactions;
raising the bar for service excellence."
"As leading experts in voice biometrics, we are always looking
for breakthrough ways to bring new value to our customers," states
Pat Carroll, CEO, ValidSoft. "We are delighted and privileged to be
one of the first partners to build apps with the Five9 VoiceStream
API, whereby we can now deliver voice identity assurance to
companies who wish to eliminate customer friction without any
compromise on security. The customer only needs to speak, there is
no need for any other additional authentication methods, all
achieved with unparalleled real-time accuracy and precision."
For more information about VoiceStream, contact your Five9 sales
or partner manager.
About Five9
Five9 is a leading provider of cloud contact center software for
the intelligent contact center space, bringing the power of cloud
innovation to customers and facilitating more than six billion call
minutes annually. Five9 provides end-to-end solutions with
omnichannel routing, analytics, WFO and AI to increase agent
productivity and deliver tangible business results. The Five9
Genius platform is reliable, secure, compliant and scalable;
designed to create exceptional personalized customer
experiences.
For more information, visit www.five9.com.
Engage with us @Five9, LinkedIn, Facebook, Blog, That’s Genius
Podcast.
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Five9 Kendall Taylor 925-231-2196 kendall.taylor@five9.com
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