Call Recording Featured Article

Companies with a global presence have to ensure the level of customers service they provide is the same across the board. In a world of mobile technology, social media and instant access, any discrepancy can quickly become viral, and ruin the hard-earned reputation an organization has built over years. With so many different languages and cultures, maintaining uniformity becomes difficult if the right solution is not deployed. As a leading provider of cloud contact center software to enterprise organizations, Five9 delivers the uniformity and proven solutions call centers need to thrive with today’s highly engaged consumer base.

Five9 (News - Alert) announced it was selected by a global manufacturing company with 17 contact centers and hundreds of agents around the world, in part because of its robust inbound contact center functionality; security and reliability; and strength of its salesforce.com integration.

Since 2001, Five9 has been helping organizations transition from on premises-based services to the cloud. By harnessing the flexibility and scalability the cloud delivers, it has been helping its customers make billions of connections annually.

The company provides everything an organization needs to run a multi-channel inbound, outbound, or blended contact center. This includes multichannel agent desktop, supervisor desktop to monitor and coach agents, live chat, social customer service, sophisticated management applications such as real-time and historical reporting, recording, workforce management, quality monitoring, out-of-the-box and custom CRM integrations.

However, the manufacturing company that selected Five9 wanted to initially focus on its inbound contact centers around the world. The reason was to better address the preferred channels its customers were using to contact the company. Because Five9 provides telephony, Web, chat, email, mobile and social capabilities, the customers can now use any of these touchpoints and know they will get through.

The Five9 Inbound Contact Center has routing, self-service, and screen-pop capabilities that guide customers to the right agent and/or answer based on the business objectives and contact center activity of the organization. The solution also includes robust routing algorithms to segment and direct callers to agents that are able to answer their particular set of problems.

“Five9 plays a key role in helping global enterprise companies be more efficient and productive by addressing their challenges in the contact center,” said Mike Burkland, President and CEO, Five9. “Manufacturing is one of many industries that continues to drive new business for Five9 and we look forward to continued success.”