Leading Medical Research Company Implements Five9 Cloud Software Increasing Operational Efficiency in the Contact Center
14 Março 2016 - 9:00AM
Business Wire
Five9 Enables More Efficient Production of
Valuable Survey Results
Five9, Inc. (NASDAQ: FIVN), a leading provider of cloud software
for the enterprise contact center market, announced today that a
leading medical research company with more than 2,000 employees has
implemented the Five9 Virtual Contact Center (VCC) to increase the
operational efficiency of the company’s contact center.
The customer’s legacy, premise-based solution was not well
integrated into their workflows. Five9 Cloud APIs provides a
seamless integration with the customer’s own home-grown CRM
solution, creating a unified platform to conduct their research,
which was an important driver in the decision. The Five9 VCC is
designed to enable the customer to obtain and categorize data,
collected during outbound survey calls, much more efficiently.
Five9 also provided the department with improved insight into the
efficiency of each campaign, using a variety of reporting tools,
including real-time personalized dashboards, views, and alerts that
monitor real-time contact center statistics.
By centralizing their contact center operations on the Five9 VCC
platform, the customer can now gain broader insights and improve
efficiency.
Primary reasons Five9 was chosen include:
- Custom integration between Five9 and
customer CRM solutions
- Ability for business users to easily
manage the solution
- Access to analytics and reporting
“This customer is tasked with delivering accurate and timely
survey results to the medical community. I’m pleased that the Five9
solution has increased the efficiency of their contact center
operations,” said Mike Burkland, President and CEO, Five9.
Click to Tweet: Leading #medical research company implements
@Five9 increasing operational efficiency in the #CCTR
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:
- Automated Call Distributor (ACD) with
skills based routing, voice self-service (IVR), outbound dialers,
and Computer Telephony Integration (CTI)
- The Five9 multi-channel solution
includes phone, web, chat, email, mobile, and social channels
- Five9 Connect is a unique intelligent
technology layer that includes advanced Natural Language Processing
(NLP), business rules, routing engine, and agent assistance
tools
- Sophisticated management
applications such as: supervisor applications to monitor and coach
agents, real-time and historical reporting, recording, quality
management, and workforce management
- Pre-packaged CRM integrations with
Salesforce, Oracle, Microsoft, NetSuite, and Zendesk as well as
custom integrations through our robust APIs
- 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 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.
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version on businesswire.com: http://www.businesswire.com/news/home/20160314005152/en/
Media Contacts:Five9Gabrielle Targosz,
925-403-1199Gabrielle.Targosz@five9.comorSHIFT CommunicationsKatie
Halloran, 415-591-8459Five9PR@shiftcomm.com
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