[March 19, 2019] |
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Five9 Spring Release 2019 Introduces New Capabilities for the Intelligent Contact Center
Five9,
Inc. (NASDAQ: FIVN), a leading provider of cloud contact center
software for the digital enterprise, today announces Spring Release 2019.
In today's fast-paced, global marketplace, customers don't have the
patience for slow service or support. Agents need access to the right
customer information that will enable them to troubleshoot customer
issues or resolve problems immediately. The need for relevant,
actionable information at the moment of engagement has never been
greater. Traditional contact center desktops are often difficult for
agents to learn and navigate quickly, which hinders their ability to
resolve consumers' issues, which often leaves the impression that the
company doesn't know their needs, or value their business.
"Today's consumers have more choices than ever and will abandon a brand
quickly if their expectations are not met," said Rowan Trollope, CEO of
Five9 (News - Alert). "The cloud and technologies like artificial intelligence will
transform the contact center more in the next five years than all the
technologies from the past 25. Companies need a cloud contact center
that is not only highly reliable and secure, but also adaptable to meet
their specific business needs - for today and into the future."
The Five9 Spring Release 2019 expands the functionality of the Five9
service to address the changing nature of business and heightened
customer expectations. Spring Release 2019 introduces new capabilities
and updates in three key areas:
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Ability to adapt the contact center to meet a customer's specific
needs;
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Enhancement to the reliability, scalability and security of the cloud
contact center;
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Empowerment of agents to deliver a superior customer experience.
Completely Adaptable Contact Center to Meet a Customer's Specific
Needs
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Further extending the adaptability of the Five9 platform with expanded
Software Development Kit (SDK) capabilities that enable customers to
adapt the Five9 application to fully meet their business needs.
Integrations with 3rd party applications are made even
easier through an updated Customer Relationship Management SDK, and
the introduction of a new SDK for Unified Communications (News - Alert) integrations.
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New integrations to leading Unified Communications (UC) providers.
These integrations allow agents to seamlessly consult with back-office
experts through the use of shared directory and presence, along with
the ability to call and conference employees across the enterprise.
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Enhanced integration with Salesforce, Microsoft Dynamics, ServiceNow
and Oracle CRMs.
Updates to Five9 WFO, powered by Verint (News - Alert), ensuring that Five9 customers
are provided with the most comprehensive and up-to-date WFO
feature-set in the market.
Highly Reliable, Scalable & Secure Cloud Contact Center
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Building on the Five9 proven system uptime, the company added new
in-region voice points-of-presence (PoPs), including Dublin, Ireland
and Sao Paulo, Brazil, to enable enterprises to extend their contact
center voice capabilities to all parts of the globe.
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AI integration with Voicebots: Customers can seamlessly integrate with
third party voicebots. Voicebot calls can be transferred to agents,
who receive the full context and outcomes of the conversation with the
voicebot.
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A significant increase in the agent seat capacity of the Five9
platform, allowing Five9 to meet the contact center needs of very
large enterprises.
Empower Agents to Deliver a Superior Customer Experience
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Five9 Gamification - A new application that helps motivate and promote
positive agent behavior, as well as introducing some fun and
competition to the Contact Center. Teams and agents can compete to win
both virtual and real-life rewards. The rewards can include virtual
coins, experience points, badges, prizes and accolades.
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Additional enhancements for Five9 Performance Dashboard, the
multi-role, visually dynamic real-time and historical wallboard and
dashboard. The enhancements include additional language support and a
broad set of UX enhancements that provide an intuitive, easy-to-use
experience, from agents right up to line-of-business executives.
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Enhancements to the Five9 Supervisor Plus application that reflect the
invaluable feedback received from customers on this recent addition to
the Five9 portfolio. Also added is expanded language support including
French Canadian, Spanish, Brazilian Portuguese, French, and German.
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Introduction of a Five9 native WebRTC offering to complement its fully
scalable and comprehensive range of agent telephony options. Agents
can work from any computer using nothing more than a modern web
browser, with no installed softphone or download needed. This enables
contact center managers to realize savings by leveraging Chromebooks
and other low-cost computers. In addition, WebRTC makes it easy to
manage distributed and home agents, by providing minimal IT footprint,
fast on-boarding and low ongoing IT support needs.
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A wide range of customer feature requests, user experience
enhancements and other improvements to keep Five9 customers operating
at top efficiency with leading edge capabilities.
When cutting edge contact center technology is combined with analytical
insights into the customer experience, every agent in the contact center
becomes a true Genius (News - Alert) at delivering customer service. Five9 refers to
this powerful combination as the Five9 GeniusTM Intelligent
Cloud Contact Center.
"Companies are looking for an intelligent contact center that unlocks
information to provide agents and automated systems with data relevant
to the customer and their current situation," said Sheila McGee-Smith,
president and principal analyst, McGee-Smith Analytics, LLC. "The
ability to leverage this information in the moment - and not via the
usual post-hoc reports - will be a key differentiator for those brands
that want to excel in customer service."
About Five9
Five9 is a leading provider of cloud contact center software for the
digital enterprise, bringing the power of cloud innovation to customers
and facilitating more than three billion customer interactions annually.
Five9 provides end-to-end solutions with omnichannel routing, analytics,
WFO and AI to increase agent productivity and deliver tangible business
results. The Five9 platform is reliable, secure, compliant and scalable;
designed to create exceptional personalized customer experiences.
For more information visit www.five9.com.
Engage with us @Five9, LinkedIn, Facebook, Blog.
View source version on businesswire.com: https://www.businesswire.com/news/home/20190319005256/en/
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