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News : Five9 Releases New Workforce Optimization Integrations and Enhanced User Experience

#contactcenterworld, @Five9

San Ramon, CA. USA, Feb 3, 2021 -- Five9, Inc. (NASDAQ: FIVN), a provider of the intelligent cloud contact center, announced a new set of features that more fully help customers realize the value of the Virtual Observer acquisition that Five9 made last year. The new features provide key integrations between Five9 Workforce Optimization (WFO) and the Five9 Intelligent Cloud Contact Center platform.

The integrations will deliver an improved agent and supervisor user experience and provide supervisors with the tools they need to motivate and engage agents wherever they work, as well as get vital reporting and analytics that can help them ensure the overall quality of the customer experience. 

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INVITATION

We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

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"Businesses today are now, more than ever, implementing workforce management and performance tools to ensure quality and consistency with remote workforces," said Anand Chandrasekaran, EVP of Product Management at Five9. "Customers implementing cloud-based Five9 Workforce Optimization identify opportunities, trends and areas of improvement through our interaction analytics, gamification, reports and helpful coaching tools to ensure exceptional CX. In fact, one customer shared that they would have needed at least seven times as many agents to do the same amount of work they are now able to accomplish by leveraging Five9 WFO."

"Creating a single, engaging experience for agents and supervisors, whether they work remotely or in-house, is crucial for delivering exceptional customer experiences," said Sheila McGee-Smith, Principal Analyst at McGee-Smith Analytics. "Five9 Workforce Optimization functionality has now become a natural extension of the agent and supervisor desktop - no longer a distinct application that must be accessed and operated separately."

#contactcenterworld, @Five9

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


About Five9:
Company LogoFive9 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.
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Today's Tip of the Day - Pound-Hash-Number!

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

Published: Thursday, February 4, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Payment Services

 
1.) 
Branch

Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.

2.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)

3.) 
PayGuard

PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
 

About us - in 60 seconds!

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