automation triggers

Five9 and Nuveto Transform Workflow Automation Together – CX Today

For years, automation technology has been capturing the attention of companies keen to transform productivity and efficiency in the modern workplace. With the right automation strategies, companies can reduce the number of repetitive tasks employees has to deal with each day, while simultaneously minimising the risk of unnecessary mistakes.Unfortunately, Workflow Automation opportunities haven’t always been accessible to modern businesses. Many automation tools have been reserved for larger companies with dedicated development teams – until Five9 decided to change the game.Five9 is working with great integration partners such as Nuveto to offer a simple pathway to automation designed to strengthen agent and customer experience.I spoke to Carlos Eduardo Leite, Solution Consulting Director at Nuveto, to get his insights.Tell Us About NuvetoCarlos told me that he and his co-founders created the Nuveto company around five years ago, in 2016 The brand is a forward-thinking technology organisation providing solutions to generate positive experiences and quality relationships between companies and people. Nuveto specialises in innovative cloud-based technology intended to raise satisfaction and boost efficiency in the customer service space, with the integration of CX and automation tools.When Nuveto encountered Five9, the team was immediately impressed by the company’s approach to bringing valuable experiences to companies through the cloud.“Through our partnership, we extended Five9’s reach in Latin America, and we quickly started selling their solution in Brazil. The results were incredible, and last year, we even achieved distributor status with Five9. We now have more than 15 channels we sell through, and we still serve large companies too.”What is Workflow Automation (WFA)?With Nuveto, Five9 has created a workflow automation offering that allows users to connect their intelligent contact centre in the cloud with other essential business systems. The result is a tool that enables the creation of exceptional customer experiences through the aggregation of information, and the use of comprehensive data insights. I asked Leite for his insight into workflow automation and what it can do for companies. “Some companies see their contact centre like a bubble, with lots of software and solutions designed specifically for that environment. However, for the workplace to operate efficiently, connections are necessary throughout all aspects of the business environment. Workflow automation tools can bridge the gaps between siloed groups and trigger various opportunities for productivity.”Carlos said WFA solutions can connect different platforms around the workplace, using triggers to keep the business running smoothly. For instance, a contact centre could set up a solution thatautomatically provides sales agents and marketing teams with new information on a product to sell after an initial product’s sales quotas have been reached.WFA eliminates countless time-consuming manual processes and allows companies to automate the system interactions that will make them more productive, consistent, and empathetic towards their customers’ needs.

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