Call Recording Featured Article

These days, the most effective contact centers are cloud-based and enhanced with applications and solutions from third-party providers. In recognition of this fact, cloud contact center software provider Five9 (News - Alert) recently launched its Cloud Alliance Partner Program which featured integrations with leading Customer Relationship Management (CRM) software providers including Microsoft, Netsuite, Oracle (News - Alert), Salesforce and Zendesk. The program also enables other third-party software providers to seamlessly integrate their cloud contact center solutions with Five9.

The Cloud Alliance Partner Program massively expands the range of features Five9 is able to offer and fosters more capable and efficient contact center operations, which in turn helps companies engage more effectively with customers. The newest member of the program is Coordinated Systems, Inc. (CSI (News - Alert)), which offers the Virtual Observer contact center solution for call monitoring, call recording, quality assurance and workforce optimization. The Virtual Observer platform offers a range of bundled and extended cutting-edge features that maintain a customer-centric viewpoint and significantly improve quality of service.

Large-scale agreements such as Five9’s Cloud Alliance Partner Program are gaining significant traction in the contact center industry as companies realize the massive benefits of cooperation and interoperability. As opposed to a single company attempting to offer a staggering array of features, or a number of companies creating disparate, incompatible products, this approach is ideal for both the providers and the customers.

Companies in such an alliance can focus on developing one or a few high-quality products with the knowledge they will later be slotted into a comprehensive software solution and work seamlessly alongside whatever other contact center applications a given company chooses to invest in. Meanwhile, customers are able to select a contact center product with the guarantee that a wide range of useful applications are instantly available and easily deployable, which is a direct path toward ensuring efficient and effective operations.

Five9’s rapidly expanding cloud application ecosystem will enable the company to continue facilitating billions of successful customer interactions each year while helping contact centers transition from premise-based to cloud-based solutions. The company’s products with Virtual Observer integration are now available to all customers currently operating in or looking to transition to the cloud.