3rd Party Remote Call Monitoring Feature

The biggest focus in 2015 in the call center space has been customer service and how to deliver optimal customer care by focusing at the core on the agents who interact with customers. Empowering these agents with the right tools and training not only elevates productivity, but also improves performance.

With a focus on meeting these demands, cloud contact center software provider Five9 (News - Alert) has released its latest updated to its Virtual Contact Center (VCC) offering. Named the “Freedom release,” this latest version offers a more modern interface and keeps ease of use for the agent top of mind.

“The contact centers that will be most successful are those that realize the critical function that agents hold. Agents need user-friendly desktop tools as well as access to the most relevant customer data so that they can resolve issues quickly and deliver positive customer experiences,” said Aphrodite Brinsmead, Senior Analyst at Ovum (News - Alert).

The Freedom release also delivers on the promise of the Simply Smart Cloud Contact Center and offers a new, modern interface that is built on HTML5 and REST API’s. This Agent Desktop Plus offers a single screen for context and insight on customers and helps guide agents through to resolution, giving them tools they need to engage with customers.

Agent desktop technology has not kept pace with the evolving contact center. Today, in many contact centers using legacy solutions, the average agent must move between multiple applications to address one customer inquiry. This inefficient use of time frustrates agents and does not create the ideal customer experience. The new Freedom user interface is intuitive and gives agents what they need to create a better customer experience, all from one screen,” said Mike Burkland, CEO at Five9.

Last month, the results of a 2015 research report from the International Customer Management Institute (ICMI) in partnership with Five9 uncovered that agents aren’t playing an important enough role in the organizational hierarchy as they should be. This is leading to agent apathy and poor customer service. This latest move from Five9 not only takes responsibility and puts it back into the lap of call center management but it also offers them exactly what they need to turn the ship around and start winning at customer care.