Five9 Inc.

That'd be great.

I worked with Salesforce for a period of time, Agency Block, TLD, Five9 as a call routing platform, Vici Dialer, and many other versions of call routing platforms, telephone-based platforms, and CRMs.

Okay.

From those experiences and looking at modern technology and wanting to really build something that was going to make it easier in the market, that's how I came to the experience, the knowledge, and the know-how to build Reverend and Zinc.

For example, and what would some of those be?

For example, you wouldn't need to have third-party quoting systems.

You wouldn't need to have third-party call routing systems like a RingCentral or a Five9.

It's integrated for both inbound calls and outbound calls.

You know, I think there's also something tied to our company's confusing cost savings with ROI, the return on investment.

Five9 released research last week showing that 92% of consumers give AI customer service fewer than 10 minutes before wanting a human.

And trust in AI more than doubles when a human option is available.

I think that's interesting.

Excited to talk to you about the contact center and employee experience today and how it drives a great customer experience and much, much more.

We're going to be talking with Jay Lee, the Chief Marketing and Growth Officer at Five9.

Five9 has been a client for years.

Just a quick announcement before we get started with the interview.

If you've got an amazing story you want to share, reach out to me on any of the social channels and just share it with me directly.

Jeff, great to be here.

Well, I'm excited to be talking with you.

You are the chief marketing and growth officer at Five9.

One of the things we're doing soon, Mike, on the platform is we've been building out all of these connectors and integrations to all of the top platforms.

So like whether you're on Salesforce or HubSpot or you're on Genesis or Five9 or you're on this or that or Slack or Jira and ServiceNow, we've got over 106 integrations built right now and we're retooling and revamping our platform.

It's been out in the market two years.

Now we're going after real evidence through data sources connected to our platform.

It's the area that I think is most likely to be able to get the most benefit from this technology right now, so that would be a great starting place for most businesses.

And there's a lot of great companies out there, like Decagon and Sierra, you know, that are... my old company, Five9-

Mm-hmm

... who are offering technologies to help companies do this.

They were looking to build a call center as a service stack, so a CCAST stack.

They brought me in to help them evaluate whether they should build or buy from the likes of Five9, Genesis, those tools.

And the company itself already had public releases of individual standalone programs that kind of make up what a core CCaaS can deliver.

So after looking into their requirements, looking into their processes, their workflows, the customizations, we decided actually it made more sense and was financially more responsible for them to build it and maintain it themselves.

It's about are consumers', uh, queries being resolved or not, or are people just more frustrated? But the, the reality is I think consumers want this.

There was actually a study from Five9 that said that 80% of consumers are willing to use AI customer service, right? Yes, I know there are some companies out there that do customer service well, but I would say this is an argue that is literally just-- uh, sorry, this is an area that is literally begging to be disrupted because it is so bad, the quality is so slow, and ultimately, I don't know.

Anytime I have to make a call to customer service, I feel there is no resolution.

So maybe this is something I'm personally rooting for for the industry, right? Um, I don't let that impact, you know, if, if you're a decision-maker at your company, don't let that impact, you know, your decision on whether you should be using these type of voice and realtime agents or not.