San Ramon, CA, USA, Nov 12, 2020 -- Five9, Inc (NASDAQ: FIVN) a provider of the intelligent cloud contact center, demonstrates continued collaboration with Microsoft as it expands new customer wins using the Five9 UC integration with Microsoft Teams. The latest customer, ProSites, a provider of online marketing solutions for dental, medical and accounting professionals, is using the integration. ProSites is actively using the Five9 Intelligent Cloud Contact Center to power unified voice and digital communications alongside Teams to help it provide real-time sales and support for new and existing clients.
The Five9 integration with Teams increases first call resolution and improves customer experiences by reducing silos between agents and subject matter experts enabling agents to easily locate, contact, and transfer to back-office experts.
ProSites selected the Five9 Intelligent Cloud Contact Center platform to move from their existing on-premise solution to a modern, multi-cloud architecture with innovative capabilities – such as Agent Assist, workflow automation, and virtual assistants.
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"With the Five9 integration with Microsoft Teams, we were able to put our customers and prospects in touch with our subject matter experts and account managers immediately; directly enhancing the overall customer experience," said Keith Washington, VP of Products, ProSites. "We’ve been able to spend less time searching for the right expert and refocus our attention to providing the right answers to customers real-time."
"Five9 is proud to see our unique Direct Routing for Microsoft Teams, as well as Agent-Expert Consultation for Teams, in action with many of our customers so quickly since we launched," said Anand Chandrasekaran, EVP of Product Management and Design, Five9. "Today’s consumer expectations are higher than ever, and they expect to have their questions answered in a quick and efficient manner. This timely integration allows businesses to leverage all of its knowledge and come together as a team to provide the best customer experience during a critical period."
Posted by Veronica Silva Cusi, news correspondent
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.
At Microsoft, we're motivated and inspired every day by how our customers use our software to find creative solutions to business problems, develop breakthrough ideas, and stay connected to what's most important to them. We are committed long term to the mission of helping our customers realize their full potential. Just as we constantly update and improve our products, we want to continually evolve our company to be in the best position to accelerate new technologies as they emerge and to better serve our customers.
Published: Friday, November 13, 2020
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Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.
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