Hosted Contact Center Featured Article

Eric Merritt Joins Five9 as Lead Architect

September 18, 2012

By Anil Sharma,
TMCnet Contributor

Five9 (News - Alert), Inc., a major player in cloud-based contact-center software, has hired Eric Merritt as Lead Architect.

Merritt is an expert in designing, developing and deploying large-scale, mission-critical software systems.

“We are excited to have Eric join the Five9 team. His unparalleled expertise in creating highly scalable and reliable systems is ideal for our enterprise clients who rely on Five9’s cloud-based software to run their mission-critical contact centers,”Mike Burkland, president and CEO, Five9, in a statement.

Merritt is an authority on Erlang, the highly scalable programming language used for maximum performance, scalability and uptime in mission-critical cloud applications.

Merritt is the co-author of “Erlang and OTP in Action,” the highly acclaimed hands-on guide for designing complex software systems.

“I’m thrilled to be working with an industry leader like Five9. The company has built a powerful solution for the call center, delivered via the cloud. I’m confident I can help Five9 continue to ensure all of our clients have the enterprise-class scalability and consistency they need to power their call centers,” Eric Merritt, chief architect, Five9.

Officials with Five9 said that the company’s cloud-based call center solutions offer all the benefits of software delivered as a service, including-Provisioning a call center (complete with new phone numbers if necessary) in 48 hours; Keeping a call center running 24/7 at the highest level of reliability; No capital costs, no expensive infrastructure, and no leased phone lines and Flexibility to make quick changes in agent staffing for peak times, seasonal campaigns, remote agents, outsourcing, and off-shoring.

Earlier in July, Five9 Inc and Birst (News - Alert) Inc., a provider of agile business analytics, have announced a partnership to deliver enterprise-grade business analytics and dashboards to Five9 contact center customers. Under the agreement, Five9 customers will have access to business analytics driven by the Birst multi-tenant, cloud-based business intelligence (BI) platform and tailored for Five9 cloud-based contact- center users.

 The offering will include more than 100 standard reports and advanced features such as interactive charts with drill-through and drill-across capabilities, enhanced contact center metrics, custom metrics and customizable interactive dashboards.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

Edited by Rich Steeves