News : Five9 Acquires SoCoCare
Oct 23, 2013 -- Five9, a provider of cloud contact center software, has acquired SoCoCare, a social engagement and mobile customer care solution.
The combination of Five9 and SoCoCare brings the rapidly growing social and mobile channel to the contact center, enabling organizations to treat requests for customer service or support from social and mobile similarly to incoming phone calls.
"Social media and mobile devices have fundamentally changed customer engagement; consumers are increasingly using social channels and mobile devices to connect with companies for their support needs. With SoCoCare, we've extended our product leadership position by adding best-in-class social and mobile care."
-- Mike Burkland, president and CEO, Five9
"SoCoCare was built from the ground up specifically for customer service and support, unlike most social tools that were originally designed for marketing or brand building. The combination of Five9 and SoCoCare is unparalleled in the cloud. Now customer-centric organizations can add social and mobile to their contact center to engage with customers when and how they want."
-- Lance Fried, CEO and co-founder, SoCoCare
SoCoCare also brings mobile customer care to the Five9 product portfolio, adding real-time customer service capabilities to existing mobile applications. The mobile customer care solution includes intelligent routing, in-app messaging and chat, sentiment feedback and voice of the customer (VOC) features.
Posted by Veronica Silva Cusi, news correspondent
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Five9 is a provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating approximately three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud. Five9 provides businesses reliable, secure, compliant and scalable cloud contact center software designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results.
SoCoCare is part of the Hyfiniti portfolio of cloud-based customer care offerings including InAppCare (Mobile Customer Care) and Hold-Free Networks (Callback and Queue Management). SoCoCare products are developed to deliver a more dignified customer service experience over social channels. The company was founded by a group of contact center and cloud-offering professionals who understand today''s socially connected, smartphone savvy, and generally demanding customer.
Published: Thursday, October 24, 2013