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."
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.
Published: Friday, March 22, 2019
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