IQMS Enhances Its Engagement With Customers Using Five9 Cloud-Based Contact Center Software
07 Março 2016 - 12:00PM
Business Wire
Deployment of Five9 brings new level of
convenience and richer support experience for customers of IQMS
manufacturing ERP software
IQMS, a leading manufacturing ERP software and manufacturing
execution system (MES) authority, today announced that it has
implemented the Five9 (NASDAQ: FIVN) Virtual Contact Center. Using
Five9’s cloud-based contact center software, IQMS is enhancing
customers’ experience by quickly routing users to the right support
representative—reducing the time it takes for them to get the
answers and assistance they need.
Five9’s software has been integrated with the IQMS EnterpriseIQ
customer relationship management (CRM) module from the IQMS
EnterpriseIQ enterprise resource planning (ERP) system, which IQMS
uses internally to manage its own customer interactions. As a
result, when a customer contacts IQMS, Five9 directs the call to
the most appropriate agent and triggers the CRM software to provide
the agent with a screen pop-up identifying who is calling.
Additionally, a customer who reaches out to IQMS about an existing
issue can enter the ticket number; Five9 then will direct the call
to the right support rep, who will see a CRM screen that summarizes
the issue and its status.
“Our customers turn to IQMS for our leadership in delivering
comprehensive manufacturing ERP software that combines a native
manufacturing execution solution and single database approach to
ERP,” said Gary Nemmers, IQMS CEO. “With our Five9
implementation, we are expanding our commitment to creating a
superior experience for customers and to continuously improving our
products and services.”
The first phase of the Five9 deployment at IQMS covers phone
calls and is now up and running. In addition to intelligent
routing, Five9 contact center software brings IQMS customers added
convenience with an automatic callback option. Customers keep their
place in the queue for service, but they no longer have to remain
on hold to do so. In phase two, IQMS will take advantage of Five9’s
multichannel functionality to automate the routing of emails and
chat, which also will be integrated with EnterpriseIQ CRM. The
migration of IQMS email and chat handling to Five9 is expected to
be complete in early Q2 2016.
“As our business continues to expand, a top priority is
maximizing customer satisfaction as we support a rapidly growing
number of users,” said Shannon Holloway, IQMS vice president of
product support. “With Five9’s multichannel contact center
capabilities, we are able to bring a richer experience and greater
convenience to our customers through their communication channels
of choice. Meanwhile, Five9’s scalable cloud-based model means we
have the confidence that the system can keep pace with our
business.”
“As a leading innovator in manufacturing ERP software, IQMS
understands firsthand that value extends beyond the product to
encompass the total customer experience,” said Mike Burkland, Five9
president and CEO. “We are thrilled by IQMS’ success in integrating
our Five9 end-to-end cloud contact center solution with its CRM
software to enhance the company’s customer engagement and improve
operational efficiency.”
About Five9 Inc.
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, scalable, secure and compliant 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.
About IQMS
IQMS uniquely combines ERP and manufacturing execution system
(MES) functionality to give manufacturers a comprehensive
end-to-end suite for running the business, backed by the real-time
performance and scalability that companies demand. Developed
specifically for mid-market repetitive, discrete and batch process
manufacturers, IQMS provides robust capabilities for addressing
strict customer and regulatory certification and compliance. IQMS
achieves this by delivering traditional ERP functionality for
accounting, sales orders, material requirements, inventory and
purchasing, plus extended native features for CRM, human resources,
production scheduling, shop floor control, warehouse and quality
modules. With offices across North America, Europe and Asia, IQMS
serves manufacturers around the world. For more information, please
visit http://www.iqms.com.
Engage with IQMS at:
Website: IQMS.comTwitter: @IQMSerpLinkedIn:
http://www.linkedin.com/company/IQMSFacebook:
https://www.facebook.com/IQMSerpYouTube:
https://www.youtube.com/IQMSerpGoogle+:
https://plus.google.com/+IQMSerp
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version on businesswire.com: http://www.businesswire.com/news/home/20160307005323/en/
IQMSSteve Bieszczat, 805-227-1122Chief Marketing
Officersbieszczat@iqms.com
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