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Five9 to Showcase Latest Cloud Computing Platform for Call Centers at Dreamforce

By Rajani Baburajan
TMCnet Contributor

Five9, a provider of on-demand call center software solution, announced it is showcasing the second generation of its Five9 (News - Alert) Cloud Computing Platform for Call Centers at Salesforce.com’s (News - Alert) Dreamforce Global Gathering at San Francisco December 6-9.

At Dreamforce, Five9 will be highlighting the latest version, Version 2 of its Five9 Adapter for Salesforce.

“The Five9 Cloud Computing Platform for Call Centers elevates our integration between Salesforce.com and the Five9 Virtual Call Center Suite to a new level of sophistication,” said Jim Dvorkin, CTO of Five9, in a statement.

Five9 Virtual Call Center Suite can be quickly and easily deployed for either inbound or outbound call center applications for sales, telemarketing, customer support and other applications, Dvorkin added.

The new version includes enhanced application programming interface or “APIs” for Configuration and CTI (News - Alert), a new Reporting Web Services API, which can be used to retrieve historical information for data warehousing and analytics, and new workforce management applications.

Additionally the new Five9 Adapter for Salesforce includes a new Statistics Web Services API, which provides real-time metrics for a variety of uses including wallboard displays and agent adherence monitoring, company officials said.

Five9 officials say Five9 Adapter for Salesforce allows customers to automatically add Salesforce.com leads directly to a Five9 dialing campaign, instantly synchronizing Salesforce.com marketing campaigns with Five9 campaigns.

The solution is compatible with Salesforce.com’s Service Cloud Console, a new user interface tailored for call center agents. It provides enhanced call reporting, enabling in-depth reporting on call activity using Salesforce.com’s advanced reporting interface.

Five9’s call center software is used for telemarketing, customer service, and business continuity. Since the launch of Five9 University in March, Five9 has broadened its service offerings for call center professionals.

Five9 University is an online portal offering training and certification for Five9 customers, partners and developers.  Five9 University offers certification for call center administrators that want to validate their proficiency at running a Five9 virtual call center.

For more details, please read the interview with Five9's Vice President of product management, David Van Everen (News - Alert) here.

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