MakeOne, a national company specializing in unified communications, mobility, strong customer experience (CX) strategies and personalized consulting, announces a partnership with Five9, a leading provider of cloud contact center software based in California, United States.
The companies seek to expand the use of artificial intelligence in the Customer Experience strategies of the Brazilian market.Because of its portfolio of solutions and national presence, MakeOne consulting is the differential within the Five9 ecosystem.
“We know that MakeOne is an integrator with great recognition in the CX segment. I followed the evolution of the company for at least 25 years and, therefore, I understand what they represent and their importance within our” ecosystem, says Luis Sirera, Country Manager at Five9 in Brazil.
Five9 offers a comprehensive suite of cloud-based solutions for interacting with customers through multiple communication channels, empowering managers with insights and knowledge about Contact Center performance.This enables companies to achieve the best business outcomes through its native cloud platform.
Five9 has been cloud native since its inception in 2001. With the increased adoption of these solutions in the American market, the company has experienced robust growth.In mid-2017, it emphasized its international expansion, particularly in the Latin American and European markets.Five9 has since more than tripled its results, with a forecast to close 2024 with a revenue exceeding US$ 1 billion.
For Reinaldo Delgado, CEO of MakeOne, having a large company as a partner with a similar vision for CX strategies is highly relevant and fundamental to the success of both companies. “We know that bringing empathy to service is very important for the success of a customer experience strategy, so we seek to understand in its journey, where new initiatives, such as the introduction of artificial intelligence, can be better applied. Five9 acts in the same way, this is one of the factors that make this partnership profitable for both companies”, explains Delgado.
According to Luis Sirera, it is imperative to use the data infrastructure available in the implementation of artificial intelligence initiatives in customer service. The advisory support that MakeOne offers to customers, in this sense, complements the technological offer of Five9.“A artificial intelligence brings many benefits in this contact with the customer and allows companies to be more efficient, increasing the experience in service. Its use helps Contact Center agents in more assertive access to customer information leaving all the focus on the” resolution, says the executive.
For Sirera, mapping the customer journey and identifying the best practices in the use of artificial intelligence, and where it really makes sense in the service, are the differentials of MakeOne in the Brazilian market, making it a strategic and important partner for Five9 in the region. “The functional integration of our solutions, with tangible benefits and results in its implementations, highlights the performance of MakeOne with companies from the most diverse sectors”, concludes the Five9 Country Manager.
