Five9, a prominent name among cloud contact center providers, has made an alliance with Medallia, the experience management leader, to provide customer experience leaders in call centers with rich insights. The two enterprises will deliver seamless integration for providing real-time feedback and analytics on customer engagement and call center interactions.

The integration between the two platforms will deliver a unique, 360-degree view of the customer experience that includes wait times, call times, resolution times and satisfaction levels, along with providing customer sentiment and feedback.

The insights will enable customer experience and operational leaders to prioritize improvements in areas such as the impact on growth and productivity.

Source: Aithority