Five9 expands partnership with Invoca for PreSense solution

Five9 and Invoca announced they have expanded their strategic partnership to deliver a solution that enables deeper insight into real-time data throughout the entire customer journey and brings the contact center and the marketing teams closer together to enable more "fluid" CX. The companies said, "This customized solution called PreSense, combines the power of Five9 Intelligent CX Platform with Invoca’s conversation intelligence technology, giving contact center agents visibility into a caller’s digital journey before the call takes place. Insights from PreSense help reduce call handling times, increase contact center productivity, and help enable more fluid customer experiences that flow effortlessly through channels, and between virtual and human agents."