UPDATED 11:00 EDT / MARCH 21 2019

BIG DATA

Five9 wants to put love and George Clooney back into the contact center experience

In today’s digital world, after all the infrastructure-tweaking, platform-building and cloud-architecting that consumes vast resources of enterprise time and energy, the ultimate common denominator boils down to customers and love.

“We think a lot about customer love,” said Rowan Trollope (pictured), chief executive officer of Five9 Inc. “What does it take to get a customer to love your business? It takes having a great experience with your brand, and nothing is closer to your customer than the contact center.”

Trollope spoke with Lisa Martin and Stu Miniman, co-hosts of theCUBE, SiliconANGLE Media’s mobile livestreaming studio, during the Enterprise Connect event in Kissimmee, Florida. They discussed the importance of human interaction, deriving insight from voice data and taking care of a well-known Hollywood star (see the full interview with transcript here). (* Disclosure below.)

Cloud-based tools for more than 40 customers

As a provider of software for contact centers, Five9 is setting out to redefine the future of customer interaction. The company now has more than 40 customers, each paying more than $1 million dollars per year, according to Trollope.

What those customers are getting in return are cloud-based tools designed to mine insight from a massive amount of data.

“Nobody likes talking to a computer; you want to talk to a human,” Trollope said. “Voice is the new data. It’s the biggest source of dark data in the enterprise.”

Five9 collects 5 billion recorded customer minutes per year, according to Trollope. The company is leveraging speech-to-text technology and applied machine learning, in partnership with Google LLC, to gain insights from its privacy-protected, secure store of voice interactions.

“Part of what every business should be doing is anticipating what their customers are going to need and sharing that information across their company,” Trollope said. “The contact center is where that all comes together.”

Anticipating customer need recently came into focus for Estee Lauder Inc., the multinational maker of beauty products. The company distributes its products in gift bags provided to celebrities as part of major televised awards shows, such as the Oscars.

One of the recipients was movie star George Clooney and, when his people called into a Five9-equipped contact center used by Estee Lauder, the inquiry was routed to a specialist familiar with a Hollywood VIP’s particular needs.

“They wanted those to go right into their VIP center and make sure they got the right specialist at the right time,” Trollope explained. “We did George Clooney a solid.”

Here’s the complete video interview, part of SiliconANGLE’s and theCUBE’s coverage of the Enterprise Connect event. (* Disclosure: Five9 Inc. sponsored this segment of theCUBE. Neither Five9 nor other sponsors have editorial control over content on theCUBE or SiliconANGLE.)

Photo: SiliconANGLE

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