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News : Five9 Spring Release 2019 Introduces New Capabilities for the Intelligent Contact Center

#contactcenterworld, @Five9

Orlando, FL, USA, March, 2019 -- Five9, Inc. (NASDAQ: FIVN), a provider of cloud contact center software for the digital enterprise, announces Spring Release 2019.

In today’s fast-paced, global marketplace, customers don’t have the patience for slow service or support. Agents need access to the right customer information that will enable them to troubleshoot customer issues or resolve problems immediately. The need for relevant, actionable information at the moment of engagement has never been greater. Traditional contact center desktops are often difficult for agents to learn and navigate quickly, which hinders their ability to resolve consumers’ issues, which often leaves the impression that the company doesn’t know their needs, or value their business.

"Today’s consumers have more choices than ever and will abandon a brand quickly if their expectations are not met," said Rowan Trollope, CEO of Five9. "The cloud and technologies like artificial intelligence will transform the contact center more in the next five years than all the technologies from the past 25. Companies need a cloud contact center that is not only highly reliable and secure, but also adaptable to meet their specific business needs – for today and into the future."

The Five9 Spring Release 2019 expands the functionality of the Five9 service to address the changing nature of business and heightened customer expectations.

"Companies are looking for an intelligent contact center that unlocks information to provide agents and automated systems with data relevant to the customer and their current situation," said Sheila McGee-Smith, president and principal analyst, McGee-Smith Analytics, LLC. "The ability to leverage this information in the moment – and not via the usual post-hoc reports – will be a key differentiator for those brands that want to excel in customer service."

#contactcenterworld, @Five9

Posted by 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 - Team Names

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

Published: Friday, March 22, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)
PH: (+61) 406 501 368

3.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390
 

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