[May 02, 2016] |
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Largest Telehealth Provider Moves to the Cloud with the Five9 Virtual Contact Center
Five9,
Inc. (NASDAQ: FIVN), a leading provider of cloud software for the
enterprise contact center market, announced today that the largest
technology healthcare service provider in the US has selected the Five9
Virtual Contact Center (VCC) to support on-demand healthcare from a
network of more than 3,000 board-certified, state-licensed physicians.
This customer is expected to generate over $1.2 million in annual
recurring revenue for Five9 (News - Alert).
Telehealth is the delivery of health-related services and information
through telecommunications technologies. This telehealth company
provides its clients with 24/7 access to a doctor via online video,
phone call, or mobile application, and requires a very reliable,
flexible, cloud-based technology. More than 250 contact center agents
provide critical support and services between consumers and their
healthcare provider.
In addition to the award-winning Five9 Interactive Voice Response (IVR)
and Automatic Call Distribution (ACD) solution, this customer is also
using the fully integrated Five9 Workforce Management (WFM) service,
powered by NICE, to manage the performance of the agents and maintain
the current level of consumer care. Leveraging several of the more than
250 APIs available, the Five9 solution is also integrated with the
company's custom Customer Relationship Management (CRM) software to
deliver rich Computer Telephony Integration (CTI (News - Alert)) functionality. After
unsuccessful attempts, and several months of frustration to achieve this
functionality with their existing provider, the customer turned to
Five9, which delivered the complete solution and rollout to the
enterprise in less than 45 days.
Primary reasons Five9 was chosen include:
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Reliability
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Flexible APIs to integrate to custom CRM for CTI
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Five9 Workforce Management (powered by NICE)
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Rapid deployment
"We are pleased to provide our customers with one of the industry's most
reliable, flexible, cloud solution that easily integrates with existing
technologies. Reliability, security, and data protection are incredibly
important to us and our customers, which is why we are transparent about
our availability, security and data protection practices on the Five9
TRUST site," said Mike Burkland, President and CEO, Five9.
Click
to Tweet:#Telehealth company selects
@Five9 for reliability, #Five9 #WFM powered by @NICE_Systems & rapid
deployment
Five9 solution:
The Five9 solution delivers everything needed to connect customers to
agents in the channels they prefer, whether it is phone, web, chat,
email, mobile apps, or social media. Five9 provides a full end-to-end
solution with sophisticated management applications such as, supervisor
desktop to monitor and coach agents, real-time and historical reporting,
recording, workforce
management, quality
monitoring, out-of-the-box and custom CRM
integrations.
Five9 VCC features include:
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Automated Call Distributor (ACD) with skills based routing, voice
self-service (IVR), outbound dialers, and Computer Telephony
Integration (CTI)
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The Five9 multi-channel solution includes phone, web, chat, email,
mobile, and social channels
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Five9 Connect is a unique intelligent technology layer that includes
advanced Natural Language Processing (NLP), business rules, routing
engine, and agent assistance tools
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Sophisticated management applications such as: supervisor applications
to monitor and coach agents, real-time and historical reporting,
recording,
quality management, and workforce management
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Pre-packaged CRM integrations with Salesforce, Oracle, Microsoft,
NetSuite (News - Alert), and Zendesk as well as custom integrations through our
robust APIs
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Built on a trusted platform that is reliable, secure, compliant and
scalable
Additional information
Learn more about the Freedom
Release, the latest in agent focused cloud contact center software
from Five9.
Talk with us @Five9,
LinkedIn,
Facebook,
Blog.
About Five9
Five9 is a leading provider of cloud software for the enterprise contact
center market, bringing the power of the cloud to thousands of customers
and facilitating approximately three billion customer interactions
annually. Since 2001, Five9 has led the cloud revolution in contact
centers, helping organizations transition from legacy premise-based
solutions to the cloud. Five9 provides businesses reliable, secure,
compliant and scalable cloud contact center software designed to create
exceptional customer experiences, increase agent productivity and
deliver tangible business results. For more information visit www.five9.com.
View source version on businesswire.com: http://www.businesswire.com/news/home/20160502005880/en/
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