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Five9 Brings Hosted Contact Center Expertise to Dreamforce
Five9 offers a number of hosted solutions that allow call center start-ups access to utilities as they become necessary. By choosing a hosted contact center options call and contact centers ensure that their software is always up to date while eliminating the need for premise based maintenance. Five9’s (News - Alert) has a track record that makes them uniquely qualified to speak on cloud space and not surprisingly the company was in attendance at this year’s Dreamforce.
Dreamforce is the nation’s premier cloud computing expo and Five9 was at this year’s event to not only exhibit but to offer valuable insight into the hosted contact center space.
Five9 offered some words on their Dreamforce experience in a brief Q&A with TMC (News - Alert).
Q: Can you please give a little information on the event?
A: It was Dreamforce 2010 at the Moscone Center in San Francisco. It’s Salesforce.com’s (News 
- Alert) annual global gathering to showcase cloud computing. Five9 is a Salesforce.com partner, and Five9 has an app on the Salesforce.com appexchange. Dreamforce is billed as the “cloud computing event of the year.”
http://sites.force.com/appexchange/listingDetail?listingId=a0N30000001gGgIEAU
Q: What did Five9 demonstrate at Dreamforce?
A: Five9 demonstrated the new Five9 Adapter for Salesforce.com, which enables call center agents to use Five9’s cloud telephony interface directly from the Salesforce.com user interface. The adapter is compatible with Salesforce.com’s Service Cloud Console, a new user interface tailored for call center agents, and provides enhanced call reporting, enabling in-depth reporting on call activity using Salesforce.com’s advanced reporting interface.
Furthermore, Five9 demonstrated its Salesforce.com Campaign Sync capability, which enables Salesforce.com campaigns to be dialed seamlessly using Five9’s cloud dialer. This capability can be used in conjunction with the Five9 Adapter for Salesforce.com to ensure that agents are always fully utilized, handling inbound calls when they arrive and making outbound calls during slower periods. With Five9’s integration to Salesforce.com, it is possible to achieve full blending of the call center – both inbound and outbound – maximizing agent productivity and providing a unified view of customer interactions.
Q: Did Five9 present at Dreamforce?
A: Yes, David Van Everen, VP of Product Management, made a well-received campground presentation at Dreamforce on The ABCs of CTI (News - Alert) - Moving Call Centers to the Cloud. Attendees were pleased to learn that since Five9 provides call center software in the cloud, advanced call center capabilities can be added to their Salesforce organization within a matter of hours.
Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC 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
