Maximize frontline team performance by automatically analyzing and scoring 100% of customer interactions and real-time actionable insights on contact center performance.
Why integrate Pathlight with Five9?
Pathlight deeply analyzes and scores 100% of customer service interactions across voice, video, chat, email, social, and text from Five9, and equips businesses with a unified view into contact center performance.
Built on the foundation of a contact center-specific Large Language Models (LLMs) and Generative AI, Pathlight can automatically capture, transcribe, tag, and categorize every Five9 interaction, quickly identify quality issues, and discover trends and opportunities to make decisions and personalize coaching for every agent and team based on real-time data.
Features
- Single line of sight into contact center performance
- AI-driven goal-setting and evaluation for every metric, team, and individual based on historical performance
- Auto-analyze 100% of Five9 customer service interactions
- Best-in-class audio and video recording transcription
- Real-time insights on trends, compliance and fraud issues, sentiment, voice of customer, and more
- Instant summarization of performance and quality with automated coaching recommendations
- Auto-generated tags based on natural language and pre-defined criteria
- Select and analyze issues based on tags, ticket status, and other custom fields
- Custom scorecards, side-by-side view, and annotations
- Multi-language support
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