Call Center On Demand Featured Article

Five9's Call Center on Demand Software Just Keeps Getting Better

By Chris DiMarco
TMCnet Web Editor

After an exciting week in which it unveiled additional speech recognition capability to an already outstanding lineup of call center on demand software, Five9 (News - Alert) has is now making the second generation of its cloud computing platform generally available.  The upgrade will allow software assimilation with other programs and services in much the same way it’s used with Five9’s partners Salesforce, Netsuite, RightNow and Leads360.

The new version will include a reporting service API, which will allow customers to uncover historic data for analytics and workforce management. Aside from being able to mine and use older information, the new version will also enable users to view real-time metrics which will help operations to be flexible and also adds support for wall and reader board displays.

Jim Dvorkin, CTO of Five9, said “Since the company’s inception, Five9 has recognized that in order to spur customer adoption, cloud computing solutions must deliver sophisticated integration capabilities. By extending the industry’s first cloud computing platform for call centers, Five9 is setting the standard for call center integration in the cloud.”

The software integration and the enhanced speech recognition the Five9 added means that call centers have a more flexible and powerful ways to engage and support their customers.  In the example given in the press release, “financial institutions can provide robust voice applications that take advantage of existing online services, enabling customers to use any phone to check account balances, transfer funds, or make payments, all while preserving call center resources for more complex, high-value client interactions. And, using Five9’s automated voice message broadcasting capabilities, businesses can leverage similar information to proactively notify customers of upcoming payments, product shipments, past due accounts, suspected fraud, and more.”

Five9’s ability to constantly update its offering has made it one of the most competitive software providers in the sphere, and its call center on demand solutions can meet the needs of companies ranging from SMB to enterprise level.

Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.

Edited by Chris DiMarco