In this insightful discussion, Julian Tiongson, Sr. Product Marketing Manager at Five9, is joined by Frank Ciccone, Manager of Channel Business Development at Intradiem. They explore the evolving landscape of customer experience (CX) and the critical challenges facing modern contact centers. Discover how the strategic partnership between Five9 and Intradiem is leveraging AI to revolutionize workforce orchestration. Frank explains how businesses can move beyond traditional contact center limitations by transforming agent idle time into opportunities for back-office tasks, additional training, and even revenue-generating activities. Learn about the impact of AI on agent roles, the importance of investing in human capital, and get a sneak peek into an upcoming integration designed to enhance outbound operations in regulated industries. This conversation is essential for any business leader looking to improve productivity, reduce employee attrition, and enhance their overall customer experience strategy. 00:00 - Introduction: Julian Tiongson (Five9) and Frank Ciccone (Intradiem). 00:07 - The Biggest Challenges in Customer Experience Today. 00:26 - The Impact of AI and the Expansion of the Contact Center's Role. 00:32 - Transforming Agent Capacity: From Idle Time to Back-Office and Revenue-Generating Tasks. 00:49 - Sneak Peek: A New Five9 & Intradiem Outbound Integration. 01:28 - How AI is Reshaping the Role of the Human Agent. 02:00 - Using AI-Powered Orchestration for Agent Training and Wellness to Reduce Attrition. 02:13 - Final Thoughts on the Five9 & Intradiem Partnership. #Five9 #Intradiem #CustomerExperience #ContactCenter #AI #CX #WorkforceOrchestration #AgentProductivity #ArtificialIntelligence #CCaaS #TechPartnership #FutureOfWork #AgentEnablement #EmployeeEngagement

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