Call Recording Featured Article

The enterprise contact center market is extremely competitive, as each firm seeks to establish the most effective, efficient and high performing team of agents capable of serving clients in an exceptional manner. While yes, the customer is a key component to a prosperous business, the team delivering customer service is equally as important to survival. Workforce optimization software solutions enable a contact center team to fire on all cylinders, and provide the level of service expected.

Awards serve as a good way to see who is setting the tone in the space, and this week one of the leading providers of cloud software to the contact center, Five9 (News - Alert), earned a Silver Stevie Award in the Business-to-Business category for its Freedom Release.

“I am proud that Five9 has received this award, which acknowledges companies for contributing high-quality solutions to the business-to-business industry. It validates our strength in providing innovative cloud-based technologies that help contact centers offer the best possible customer experience," said Mike Burkland, President and CEO, Five9.
 

Freedom Release enables an omni-channel environment, supporting Web chat, phone, mobile apps, email or social media interactions. And, in addition offers management workforce management, CRM integrations, recording and real-time as well as historical reporting capabilities. 

"The judges were extremely impressed with the quality of entries we received this year. The competition was intense and every organization that has won should be proud," said Michael Gallagher, president and founder of the Stevie Awards.

This 14^th iteration of the annual business awards proved to be a banner year for the Stevie Awards and development alike. The contact center is about people and processes poised and prepared to provide clients the best in customer service. Workforce optimization software is an integral component to delivering on customer expectations.

What kind of workforce optimization software are you using in your contact center?