EXECUTION LAYER FOR FIVE9
Enabling Complete, End-to-End Workflow Execution for Five9 Contact Centers
Industry-Ready CX
Capabilities Built for Five9
Agent Accelerator
CCIP
iVision Wallboards
Healthcare Experience Accelerator
Use Case Flow: When a patient reaches the contact center through Five9, CCIP initiates identity verification using demographic validation, multi-factor authentication, and EHR record matching—ensuring the verification workflow is completed fully before proceeding.
Benefits: Improved patient security, faster identity confirmation, and stronger compliance with healthcare data protection standards.
Use Case Flow: Through integration with scheduling modules in connected EHR systems, agents or automated systems can book, modify, or cancel appointments directly during the interaction—ensuring scheduling workflows are executed end-to-end without manual follow-ups.
Benefits: Improved scheduling accuracy and reduced administrative workload.
Use Case Flow: Medication records and refill approvals are retrieved from integrated EHR platforms, allowing agents to process prescription requests completely within the interaction without partial execution.
Benefits: Faster patient assistance and improved medication adherence.
Use Case Flow: Agent Accelerator displays a consolidated view of patient information including appointments, clinical history, billing records, and ongoing cases as soon as the interaction begins—ensuring agents can complete workflows without switching systems.
Benefits: Improved care coordination and reduced call transfers.
Banking & Credit Union Experience Accelerator
Use Case Flow: When a customer calls, identification data automatically retrieves account balances, loan details, and recent transactions within the agent interface—ensuring agents can proceed without delays or incomplete context.
Benefits: Reduced handle time and faster customer authentication.
Use Case Flow: CCIP connects Five9 interactions with banking systems to retrieve transaction histories, credit card data, and loan information instantly—ensuring data retrieval workflows are completed without interruption.
Benefits: Accurate responses and fewer system lookups.
Use Case Flow: Fraud detection systems trigger alerts within the agent interface during live interactions, enabling secure verification procedures and ensuring fraud handling workflows are fully executed.
Benefits: Rapid fraud mitigation and improved risk management.
Use Case Flow: Agents can view repayment schedules, overdue indicators, and assistance programs while assisting customers during the call—ensuring support workflows are completed without requiring follow-ups.
Benefits: More effective financial guidance and faster case resolution.
Use Case Flow: Integrated banking systems initiate outbound notifications through Five9 for payment reminders, maturity alerts, and service updates—ensuring campaign workflows are executed completely across customer segments.
Benefits: Stronger engagement and reduced inbound call volumes.
