Leading Cable Provider Selects the Five9 Cloud-based Contact Center Solution to Improve Customer Experience
25 Junho 2015 - 2:48PM
Business Wire
Use of Cloud Contact Center Software Will
Reduce Costs While Boosting Customer/Agent Relationships
Five9 (NASDAQ: FIVN) a leading provider of cloud contact center
software, today announced that a prominent cable provider is
moving its on-premise contact center to the cloud with multichannel
software from Five9.
This full-service cable company provides Internet, TV and home
telephone services to their customers. When its on-premise contact
center software required updating, the company made the decision to
switch to a cloud solution.
“High quality customer service is incredibly important to
industries with a large consumer customer base; it is what sets
companies apart from their competitors. The Five9 cloud contact
center software gives agents the tools they need to provide the
best possible customer experience, which ultimately contributes to
positively impacting the bottom line,” Mike Burkland, CEO and
President, Five9.
The company’s initial focus is on their inbound contact center.
The Five9 Inbound Contact Center contains an integrated set of
capabilities, including an Automated Call Distributor (ACD) with
skills based routing, voice self-service (aka Interactive Voice
Response, or IVR), Computer Telephony Integration (CTI) that
delivers the voice call with a screen pop of the customers
information. In addition:
- Powerful skills based routing
algorithms allow companies to segment and direct callers to the
agents that are best equipped to help them.
- Automated voice self-service prompts
can dramatically deflect calls and improve agent productivity, so
agents are not repeatedly answering routine calls.
- Out of the box integrations to popular
customer relationship management (CRM) solutions such as
Salesforce, Oracle, and Zendesk allows agents to work in the
familiar CRM desktop, and ensures that when an agent does receive a
call, it is delivered with the caller's information and the
appropriate script.
Complimenting the inbound contact center, the Five9 Outbound
Contact Center automates outbound dialing and manages lists and
campaign, so customers can create an automated marketing and sales
funnel designed to achieve the customer’s outbound goals. In
addition:
- The sophisticated automated dialer
algorithms are designed to ensure that the outbound campaigns
connect to more prospects and customers—up to 300% more over
manually dialed campaigns.
- The outbound operations assist in
attaining more revenue, appointments, and collections.
- Powerful integration with leading CRM
systems greatly enhances productivity.
- Tools like click-to-dial from within
the CRM screen, screen pops with relevant customer information
delivered with the call, and automatic call disposition synced to
the CRM are designed to improve operational performance.
Five9 provides everything needed to run a
multichannel inbound, outbound,
or blended contact center, including a 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,
and much more.
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 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, helping organizations of every size transition from
premise-based solutions to the cloud. Five9 provides businesses
secure, reliable, scalable cloud contact center software to create
exceptional customer experiences, increase agent productivity and
deliver tangible business results. For more information
visit www.five9.com.
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version on businesswire.com: http://www.businesswire.com/news/home/20150625006171/en/
Five9Katie Bromley, 925-364-9139Katie.Bromley@five9.comorSHIFT
CommunicationsKatie Halloran, 415-591-8459Five9PR@shiftcomm.com
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