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Top Contact Center Stories of 2017: Page 6 of 12

Five9 Next Step: Chat Bots & IoT

Five9 has had NLP and sentiment analysis functionality since 2014, using technology from its 2013 acquisition of SoCoCare. In 2016, Five9 built a foundation of customer journey analytics and proactive notification in its Virtual Contact Center releases (with contributing, embedded technology from Altocloud). In 2017 the company expanded its geographic footprint globally.

These foundational steps prepare Five9 to tackle both AI -- initially in the form of chat bots -- as well as the IoT in 2018.