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Why Onecom and Five9

Reimagine CX and realise results

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An award winning mentality – Onecom was awarded Five9 EMEA Innovation Partner of the Year thanks to not only our technical skillset and ability to create and deliver innovative solutions for customers, but for our underlying passion to drive change in the market. We want to give organisations access to game-changing technology supporting the long term CX vision, showcasing tangible results so not only are your customers seeing improvements, but so are key organisational stakeholders.

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A build with philosophy – Customer engagement solutions of the future will require co-innovating with software and service providers. OneCloud from Onecom is a digital engagement platform providing a single pane of glass portal for customers to access services, support & billing from multiple world class technology vendors, 24/7/365. The integrated service tower approach brings together cloud, connectivity, and mobility into a single managed service, allowing customers to consume the technology they need to operate efficiently and effectively and support future growth strategies.

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Empowering a digital workforce – Onecom and Five9 share the view that whilst the future is digital, your human agents remain integral and keeping them satisfied and motivated has the potential to be an uphill battle. We take concepts of gamification and use technology to support mental-health and wellbeing strategies designed to motivate, reward and empower your people.

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Trusted Cloud Partners – Supporting over 50,000 cloud users worldwide, Onecom is the perfect partner to help you make sense of cloud, and transition smoothly. Five9 delivers highest-quality, carrier-grade voice at scale by leveraging regional Five9 points of presence (PoPs) around the globe for perfectly clear, no-delay conversations every time.

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Go to Interactive Intelligent Virtual Agent Savings Calculator

Your Guide to Intelligent Virtual Agents

Lower costs, improve efficiency, and speed up resolution with IVA, supporting your journey to CX maturity. 

  • What is an Intelligent Virtual Agent?

  • Virtual Agents have skills

  • Automate on your own terms

  • Use Virtual Agents to scale at speed

Deliver Faster, Better
Customer Experiences 

Intelligent virtual agents (IVAs) are automated, self-service applications that you can offer to your customers. They offer capabilities that are similar to human service and support agents – they just never rest or take a holiday – and they’re substantially cheaper.

Configure your IVA to suit your organisation

For example, they can understand human speech in over 100 languages and respond using text-to-speech (TTS) that is almost indistinguishable from a human agent. IVAs can be configured with very basic skills – the most basic agent might simply answer the phone, ask the caller if they want to maintain her place in queue, and schedule a call back.

An advanced IVA might have the skills to understand human speech in multiple languages; determine intent using natural language processing; process PCI-compliant payments; and respond in multiple languages over the phone, via chat, or messaging channels.

IVA, at your service

They can perform all kinds of tasks to care for
customers. They can make appointments, reset passwords, look up orders, survey customers, process payments, and answer all kinds of questions – over the phone, chat, or messaging channels.

Integrating seamlessly into your CRM means instant access to information, speeding up resolution times and improving customer satisfaction. 

A scalable approach to customer experience 

Just like a team of outsourced contact centre agents, you purchase IVAs and pay for them for as long as you need them, on a monthly basis.

Perfect for seasonal peaks or reacting to any unexpected traffic, an IVA can be up and running at the click of a button - and just as easily removed. 

See for yourself using our IVA ROI calculator. 

  • What is an Intelligent Virtual Agent?

    Deliver Faster, Better
    Customer Experiences 

    Intelligent virtual agents (IVAs) are automated, self-service applications that you can offer to your customers. They offer capabilities that are similar to human service and support agents – they just never rest or take a holiday – and they’re substantially cheaper.

  • Virtual Agents have skills

    Configure your IVA to suit your organisation

    For example, they can understand human speech in over 100 languages and respond using text-to-speech (TTS) that is almost indistinguishable from a human agent. IVAs can be configured with very basic skills – the most basic agent might simply answer the phone, ask the caller if they want to maintain her place in queue, and schedule a call back.

    An advanced IVA might have the skills to understand human speech in multiple languages; determine intent using natural language processing; process PCI-compliant payments; and respond in multiple languages over the phone, via chat, or messaging channels.

  • Automate on your own terms

    IVA, at your service

    They can perform all kinds of tasks to care for
    customers. They can make appointments, reset passwords, look up orders, survey customers, process payments, and answer all kinds of questions – over the phone, chat, or messaging channels.

    Integrating seamlessly into your CRM means instant access to information, speeding up resolution times and improving customer satisfaction. 

  • Use Virtual Agents to scale at speed

    A scalable approach to customer experience 

    Just like a team of outsourced contact centre agents, you purchase IVAs and pay for them for as long as you need them, on a monthly basis.

    Perfect for seasonal peaks or reacting to any unexpected traffic, an IVA can be up and running at the click of a button - and just as easily removed. 

    See for yourself using our IVA ROI calculator. 

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Today’s contact centres manage many digital channels to support customers, such as social media, live chat, emails and phone calls. Keeping track of all of these – especially if a customer decides to use more than one of them for the same query or transaction – can be tricky. That’s where Contact Centre as a Service (CCaaS) from Five9 comes in. In our guide, we look at the key benefits of CCaaS, including; The power of Intelligent Virtual Agents (IVAs), how to inspire and engage contact centre agents wherever they work with workforce optimisation and gamification and how to reduce operational costs with automation tools.

Download the guide
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Cloud Contact Centre as a Service

Contact Centre-as-a-Service (CCaaS) lets your teams create frictionless customer relationships whether in-office, hybrid, or remote. Powerful AI and easy-to-use reporting tools transform operational models to deliver next-gen experiences to your customers. Take your contact centre capabilities to the cloud and beyond with Onecom.

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EFFICIENCY AT ITS BEST

Is an Intelligent Virtual Agent right for your organisation?

If you are looking to automate customer care with AI-powered self-service technology, you're in the right place. Common use cases include:

  • Natural Language Call Steering
  • Appointment Scheduling
  • PCI-Compliant Payment Processing
  • Insurance Enrolment
  • Virtual concierge 

Whilst independent, Onecom hold strong partnerships with world class technology vendors, offering a suite of leading cloud and communication services delivered and managed via the OneCloud managed service platform.