Call Center On Demand Featured Articles

Five9 Enables Robust Call Center on Demand With Key APIs

July 19, 2011

By Susan J. Campbell,
TMCnet Contributing Editor

Those operating in the traditional call center space are not accustomed to changes that can take place on the fly. Large capital investments are made on infrastructure and necessary software, and scaling according to need is something that only exists in the call center manager’s dreams. 

While we may still be unclear as to what consumes the mind of the call center manager during his or her sleep hours, the idea of the call center on demand is one that can address a number of different challenges and improve overall performance within the operation. 

Five9 (News - Alert) is one company focused on driving the benefits of the call center on demand, including its Five9 Cloud APIs in its Cloud Computing Platform for Call Centers. This design enables advanced software integrations between the call center on demand platform from Five9 and other software applications deployed within the enterprise. 

The Five9 Cloud APIs include the CTI (News - Alert) Web Services API, designed specifically for computer-telephony-integration enabled on the desktop; a Configuration Web Services API that will drive the integration of common call center administration functions, including configuring skills, adding agents, extending lists with new leads, managing campaigns and more; and a Reporting Web Services API that allows agents and managers to easily retrieve call logs and reporting data on agents. 

To expand upon these Five9 APIs, the CTI Web Services offers developers access to sophisticated call center functionality and telephony controls that can be easily leveraged by applications through the Simple Object Access Protocol (SOAP). For call center on demand functionality, this API is part of the Five9 Agent Desktop Toolkit and enables the connection of the Five9 web-based softphone to other business applications in use by call center agents.

Configuration Web Services offers developers extended access to such Five9 capabilities as User, Calling, List, Contact and Campaign Management. All of these capabilities can be leveraged within the call center on demand through SOAP. Application developers and system integrators can use this capability to add new leads to lists, manage campaigns within a 3rd party application, provision new users on the Five9 platform and more. 

The Reporting Web Services API from Five9 enables developers to gain access to the Five9 call log, as well as agent audit reporting information. This API can easily be used to retrieve reporting data, allowing it to be archived for long-term storage, to be used in existing data warehouses, imported into business applications and more. 

All of these capabilities extend the value of the call center on demand platform offered by Five9.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.


Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Jennifer Russell