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Five9 & Leads360 Upgrade Call Center Software & Lead Management Platform: Interview

By Kelly McGuire
TMCnet Editor

Call center on demand and hosted contact center provider Five9, joined forces with Leads360, a provider of lead management software, last year in efforts to provide sales professionals with the optimal platform to improve sales effectiveness.

By integrating these two entities, a dynamic sales team is allowed the capability to focus on increasing revenue and less time on cumbersome applications.

And now, the call center software provider has announced an updated released an updated, pre-packaged, out-of-the-box integration that unifies Five9 virtual call center software with the Leads360 lead management experience, on a single screen on the agent's desktop.

'The integration is built on top of the Five9 Cloud Computing Platform for Call Centers, leveraging the CTI (News - Alert)and Configuration Web Services APIs,' said Jim Dvorkin, chief technology officer at Five9, in a recent TMCnet interview.

In attempts to speed up adoption of the unified Five9 and Leads360 call centers, the update provides a tighter integration between Five9 and Leads360 using updated configuration cloud APIs from Five9.

'Customers will be able to do more with lead flows in a unified Five9/Leads360 environment, and introduce greater automation and more sophistication to their workflows,' Dvorkin said. 'The upshot is greatly improved productivity and more capability for joint Five9/Leads360 customers.'

With tighter integration of these two entities, agents can now set a disposition for a Five9 record, even if they are not on a call.

'This allows agents to set Five9 dispositions based on channels, such as e-mail, in Leads 360, that are un-related to a telephone call with a lead contact,' Dvorkin said, adding that, as another example, call logs in Five9 are now automatically saved as 'action' comments in Leads360 records, and Five9 dispositions map directly to actions in Leads360.

Kelly McGuire is a TMCnet Web editor, covering CRM and workforce technologies, and anchor of its daily TMC Newsroom video broadcast. Kelly also writes about eco-friendly 'green' technologies and smart grids, compiling TMCnet's weekly e-Newsletters on those topics, as well as the cable industry. To read more of Kelly's articles, please visit her columnist page.

Edited by Kelly McGuire

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