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News : Five9 Enables Digital-First Omnichannel Experiences for RoundPoint Mortgage Servicing Corporation

#contactcenterworld, @Five9

San Ramon, CA, USA, March 30, 2021 -- Five9, Inc. (NASDAQ: FIVN), a provider of the intelligent cloud contact center is working with enterprises to transform their business and reimagine their customer experience by allowing customers to seamlessly communicate with companies using the channel and/or channels of their choice. The latest customer to take advantage of these capabilities is RoundPoint Mortgage Servicing Corporation (Roundpoint) who are working with Five9 to digitally transform their business for a more modern approach to customer service.

"Five9 Digital Engagement enables organizations to be more available and connected than ever before," said Dan Burkland, President, Five9. "The key to exceeding customers’ expectations is meeting them on their terms – when and how they wish to communicate with you. Our solutions create exceptional digital-first experiences that delight customers and drive brand loyalty by meeting their needs at every touchpoint."

Prior to Five9 , RoundPoint had an on-premises telephony solution that lacked the features and capabilities they required to meet their vision of delivering meaningful value to their customers for all things home. Their previous solution had insufficient reporting functionality, offered no real-time statistics, did not scale properly, did not have a predictive dialer and did not offer the ability to seamlessly service customers using the channel or channels they chose.

That’s why RoundPoint turned to Five9 to help. Since adopting the Five9 Intelligent Cloud Contact Center, Roundpoint now offers omnichannel customer service.

"It’s amazing to have a full-fledged contact center in the cloud with no restrictions and endless integrations that is capable of modifying IVRs in real-time to allow flexibility in contingency cases, such as agents being able to access chat and email records while engaging with customer via phone." said Fabian Russell, Assistant VP, Call Center Operations, RoundPoint Mortgage Servicing Corporation. "It’s always a pleasure working with Five9."

#contactcenterworld, @Five9

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com

About Five9:
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.

Read today's tip or listen to it on podcast.

More Editorial From Five9

Published: Wednesday, March 31, 2021

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2023 Buyers Guide
Get Listed
Recording

1.)

Premium Listing

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

2.)

ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

3.)

Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

4.)

Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

5.)

MiaRec, Inc.

MiaRec Call Recording
MiaRec's compliant, secure, and reliable Call Recording software is the foundation of our Customer & Workforce Engagement Platform.. MiaRec Call Recording seamlessly integrates with MiaRec Agent Evaluation & Scoring, Live Monitoring, Voice Analytics, Screen Capture, and Advanced Reporting to provide a comprehensive solution you can trust.

6.)

Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

7.)

Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

8.)

OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

9.)	PCS Software PCS GD Call recording solution fully integrate to all main pbx solutions.

10.)

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.