Apr 20, 2021

Five9 and MTM: Delivering seamless customer experiences

five9
mtm
Leila Hawkins
3 min
Five9 and MTM: Delivering seamless customer experiences
Genefa Murphy, CMO at Five9, a leading provider of cloud contact center software, tells us about their partnership with MTM...

 As Chief Marketing Officer at Five9, part of Murphy's goal is to create a two-way communication and ongoing connection between Five9 and their customers and partners. 

In 2020, Medical Transportation Management (MTM) selected Five9 as their partner of choice for their new cloud contact centre. "Five9 and MTM share a similar mission to help our customers reimagine the customer experience and ultimately deliver business results. In some cases that reimagining could be simplification of process, in some cases it could be taking advantage of new technologies to help customers engage differently" Murphy says. 

"In the case of MTM's mission to create a community of healthcare without barriers, Five9 supports that mission by working with MTM to create a more seamless experience where their customers and patients receive immediate, high-quality service through expanded streamlined automation, real-time analytics, and empowered service agents." 

MTM chose Five9’s Intelligent Cloud Contact Center for its depths of functionality, scalability and exceptional professional services. Says Murphy, “Five9 offers a wide range of solutions to meet customers wherever they are in their digital transformation: from intelligent virtual agents that can help customers get started with modernization, to a full-scale integrated platform with AI and automation as part of its core modern architecture.

"The Five9 platform ultimately helps customers to engage with their customers and patients across the channels of their choice, such as voice, SMS, chat, email, or others. It also empowers their agents through AI and automation to help ensure the customer is getting the highest standard of service.

"MTM’s success lies in their ability to communicate and respond to transportation requests. The team at Five9 can help MTM create bi-directional flows of data that help make the customer experience more seamless. Specifically, MTM are working with Five9 to modernize their contact centre with cloud-based voice, workflow automation, workforce management, quality monitoring and speech analytics." 

The partnership was formed after the two organizations were introduced by iSymplify, one of Five9's solution partners. "iSymplify was a trusted advisor, tasked with finding different vendors and working through the selection process. After a thorough process and proof of concept Five9 was chosen thanks to Five9’s platform, people and our ability to deliver proven results. It was very much a partnership where iSymplify were bringing the trusted advisor and Five9 were bringing the technologies and solutions that could help make MTM's vision a reality."

"We're very excited to partner with MTM and a partner like iSymplify, who know exactly what great customer experience is and who are always striving to make a more compelling customer experience for patients and for customers," Murphy adds. "That's where we believe the partnership will really bring a great trifecta because between the Five9 offering, MTM as a customer, and iSymplify as a partner, we can essentially bring all of those best practices together to help our customers like MTM help their customers – with exceptional customer experiences." 

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Jun 11, 2021

SLK Software: Optimising performance in the digital economy

SLKSoftware
AI
Automation
CNAInsurance
2 min
Recently featured in our profile of CNA Insurance, we take a closer look at how SLK Software is powering disruption in the digital era

Established in 2000 in Bengaluru, India, SLK Software recognises that fast-paced digital transformation is creating an unprecedentedly fertile period of opportunity for global businesses.

As such, with a firm belief in the power of simplification and automation to yield new and exciting experiences, the company has been challenging the status quo for over 20 years through an approach that is:

  • Relationship oriented
  • Strategically focused on a desired outcome
  • Reliant on automation tech

Believing in purposeful automation

SLK’s specialisation in automation tech is full spectrum: artificial intelligence (AI) and machine learning (ML), Computer Vision, Natural Language Processing (NLP), Robotic Process Automation (RPA), and more, are all part of its core competencies. 

Citing 90% productivity improvements, 30% business growth through better customer experiences, and up to 20x faster go-to-market capabilities, the reasons for its focus are clear.

The company currently serves the banking, financial services, insurance, retirement services, M&A, manufacturing, and supply chain sectors. Solutions offered include:

Accelerating workflow processes

In addition to these services, SLK offers three products/platforms: Avo Assist - RPA, Avo Assure - Test Automation, and Avo Discover - Process Discovery.

 

 

The latter is a tool specifically calibrated to enable business users an easy method for capturing document processes. This can occur across any application, with these individual tasks then seamlessly combined for both improved compliance and governance. 

Carol Castelloni, VP of Transformation at CNA Insurance, highlighted this as providing critical support in helping the company meet its business objectives:

“SLK’s Avo Discover tool accelerates how we can document workflow processes, measure impacts on enhancements, and identifies future automation opportunities.” Liberated from having to focus on these process-driven aspects of business, CNA Insurance has been able to refocus its attention on creative problem-solving instead.

Ultimately, this is the most important benefit that SLK brings: it optimises the back end so that clients can channel their energy towards what matters the most, customers.

Read more about SLK Software and CNA Insurance in the June 2021 edition of FinTech Magazine.

Pictured: SLK Software team (source)

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