Call Recording Featured Article

Two technologies that are growing exponentially today are solar power and workforce management. So it’s a no-brainer that the two should be combined for an effective, powerful solution to provide customer satisfaction, effective workforce management and a stronger ROI.

That seems to be the reasoning behind the recent announcement that Five9 (News - Alert)—a leading provider of cloud contact center software—would be the company of choice for one of the world’s largest commercial and residential solar power companies.

According to the customer (which preferred to remain unnamed), its former premises-based contact center technology was difficult to manage, which stifled agility and innovation. “They also lacked the blended contact center capabilities needed to grow and scale with their business as they continue to expand in global markets,” the company added in a statement.

Still, there were some primary reasons that Five9 made the cut. To wit:

• It provides a fully blended solution that can provide one global administrative and reporting database for all locations, as well as supply analytical insight into both sales and customer service;
• It offers a strong workforce management solution for reliable insight and real-time alerts;
• It brings with it robust, out-of-the-box Salesforce integration.

“The rapid growth in industries such as solar is driving demand for the Five9 cloud contact center software,” said Mike Burkland, President and CEO of Five9. “For those in this market, and others, Five9 provides everything needed to run a multichannel inbound, outbound, or blended contact center, helping to create a positive impact on their business.”

The Five9 “Blended Contact Center with Active Blending” offering automatically moves outbound agents on a per-call basis to inbound queues when traffic volume peaks, and enables inbound agents to switch to outbound calls during slow periods. It’s truly workforce management at its best.