Five9 Introduces the Freedom Release, Simply Smart Cloud Contact Center Software That Empowers Agents to Increase Productivit...
20 Maio 2015 - 10:00AM
Business Wire
New Intuitive User Interface Empowers Contact
Centers to Become Agent Centric to Positively Impact Customer
Experience
Five9 (NASDAQ:FIVN), a leading provider of cloud contact center
software, today announced the latest release of its award winning
solution, which delivers on the promise of the Simply Smart Cloud
Contact Center. The Freedom release of the Five9 Virtual Contact
Center (VCC) includes a new, modern Five9 user interface built on
HTML5 and REST API’s called Agent Desktop Plus, and new contact
center CRM Adapters for Oracle and Salesforce.
“The contact centers that will be most successful are those that
realize the critical function that agents hold. Agents need
user-friendly desktop tools as well as access to the most relevant
customer data so that they can resolve issues quickly and deliver
positive customer experiences. Five9’s latest Freedom release makes
this possible; it provides a more intuitive interface that links
customer context from different channels and pushes dynamic
guidance to agents. Using this technology, contact centers have the
opportunity to both improve agent satisfaction and churn, while
driving up customer satisfaction and loyalty,” said Aphrodite
Brinsmead, Senior Analyst, Ovum.
Tweet this: What gives #cctr agents Freedom from complexity?
#FreeTheAgent #Five9
Tweet this: What gives #cctr agents the Freedom to provide the
best customer experience possible? #FreeTheAgent #Five9
Today’s customer demands service when and where they choose, and
cloud-based solutions are the quickest and most cost effective path
to meeting this critical need. Five9 VCC can manage voice, email,
chat and social – allowing agents to easily switch between multiple
tasks and conversations with a new, more intuitive user interface.
A single screen provides rich customer context and insight, guiding
the agent through resolution – consistently, giving agents valuable
customer context and insight – empowering them to engage with
today’s connected customer.
What’s New?
Five9 Agent Desktop Plus
The new Five9 Agent Desktop Plus will empower agents with the
tools they need to understand customers, connect customers to the
right resource and enable contact centers to excel.
- Modern, intuitive browser-based
design
- Easy visualization of customer
profiles, context and cross channel history
- Engaging workflow with graphical cues
and agent assistance tools
“To ensure the best possible customer experience, our Freedom
release allows contact centers to prioritize the agent experience.
Agent desktop technology has not kept pace with the evolving
contact center. Today, in many contact centers using legacy
solutions, the average agent must move between multiple
applications to address one customer inquiry. This inefficient use
of time frustrates agents and does not create the ideal customer
experience. The new Freedom user interface is intuitive and gives
agents what they need to create a better customer experience, all
from one screen. Our Freedom release is one more way Five9 is
continuing to extend our leadership position in the cloud contact
center software market,” said Mike Burkland, CEO, Five9.
Adapter for Oracle
This new Five9 Adapter for Oracle includes tight computer
telephony integration (CTI) and Five9 automated call distribution
(ACD) integration with Oracle’s Service Cloud (formerly RightNow
Cloud Service) cloud-based contact center relationship management
solution. This includes unified presence management, ACD routing,
and channel prioritization. In addition, Five9 is able to
intelligently route Oracle text channels, such as chat and email,
while also leveraging Oracle’s knowledge-base.
Adapter for Salesforce
The redesigned Five9 Adapter for Salesforce leverages the
Salesforce console view to be a truly embedded integration within
the Salesforce Sales Cloud and Service Cloud consoles. Using Five9
Connect the new Adapter for Salesforce is able to add context such
as issue topic and customer insights such as sentiment analysis.
The enhanced Five9 Adapter for Salesforce can also be easily
integrated with Salesforce Knowledge, to provide the agent with
crucial information to make the best-informed decisions,
quickly.
In a recent study conducted by ICMI, “Agent Apathy: The Root
Cause of Poor Customer Service,” Five9 identified that contact
centers tend to place the agent low on the scale of organizational
importance. This resulted in detached agents and ultimately, poor
customer service. Organizations understand the importance of the
customer experience, yet have made it more difficult for contact
center agents who bear the most crucial role in impacting that
relationship. Significant improvements to the agent environment
will influence the customer experience and create a positive impact
on the organization’s bottom line.
Additional Information
Blog by Liz Osborn, vice president product and solution
marketing
Details of the Freedom Release
Videos
About Five9
Five9 is a leading provider of cloud contact center software,
bringing the power of the cloud to thousands of customers and
facilitating more than three billion customer interactions
annually. Since 2001, Five9 has led the cloud revolution in contact
centers, delivering software to help organizations of every size
transition from premise-based software to the cloud. With its
extensive expertise, technology, and ecosystem of partners, Five9
delivers secure, reliable, scalable cloud contact center software
to help businesses create exceptional customer experiences,
increase agent productivity and deliver tangible results. For more
information visit www.five9.com.
Forward Looking Statements
This news release contains certain forward-looking statements
that are based on our current expectations and involve numerous
risks and uncertainties that may cause these forward-looking
statements to be inaccurate, including with respect to the
advantages, new features, customer acceptance and future success of
our Freedom Release product (the “Product”). Risks that may cause
these forward-looking statements to be inaccurate include, among
others: (i) our quarterly and annual results may fluctuate
significantly, may not fully reflect the underlying performance of
our business and may result in decreases in the price of our common
stock; (ii) we may be unable to attract new clients or sell
additional services and functionality, including the Product to our
existing clients; (iii) our recent rapid growth may not be
indicative of our future growth and we may fail to manage our
growth effectively; (iv) the markets in which we participate are
highly competitive and we may be unable to compete effectively; (v)
we may be unable to manage our technical operations infrastructure,
which could cause our existing clients to experience service
outages, cause our new clients to experience delays in the
deployment of our solution and subject us to, among other things,
claims for credits or damages; (vi) a decline in our dollar-based
retention rate could cause our revenues, gross margins and net
income to decrease and we may be required to spend more money to
grow our client base to maintain our revenues; (vii) sales of our
solutions to larger organizations may require longer sales and
implementation cycles and we may be unable to offer the
configuration and integration services or customized features and
functions required by larger organizations, which could delay or
prevent sales of our solution to them; (viii) downturns or upturns
in new sales will not be immediately reflected in our operating
results and may be difficult to discern; (ix) third-party
telecommunications and internet service providers on which we rely
may fail to provide our clients and their customers with reliable
telecommunication services and connectivity to our cloud contact
center software; (x) we may be unable to achieve or sustain
profitability; (xi) the Product may not provide the features,
functionality, and advantages that we anticipate, may contain bugs
or other errors, may not be accepted by our customers, or may be
more difficult to install or implement at our customers than our
prior products; and (xii) the other risks detailed from
time-to-time under the caption “Risk Factors” and elsewhere in our
Securities and Exchange Commission filings and reports, including,
but not limited to, our most recent quarterly report on Form 10-Q.
Such forward looking statements speak only as of the date hereof
and readers should not unduly rely on such statements. We undertake
no obligation to update the information contained in this press
release, including in any forward-looking statements.
All product and company names mentioned are the property of
their respective owners.
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version on businesswire.com: http://www.businesswire.com/news/home/20150520005358/en/
Analyst & Media Contacts:Five9Katie Bromley,
925-364-9139Katie.Bromley@Five9.comorSHIFT
CommunicationsKatie Halloran,
415-591-8459Five9PR@shiftcomm.com
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