Largest Telehealth Provider Moves to the Cloud with the Five9 Virtual Contact Center
02 Maio 2016 - 12:59PM
Business Wire
Five9 Chosen for Reliability, Workforce
Management, and Rapid Deployment
Five9, Inc. (NASDAQ: FIVN), a leading provider of cloud software
for the enterprise contact center market, announced today that the
largest technology healthcare service provider in the US has
selected the Five9 Virtual Contact Center (VCC) to support
on-demand healthcare from a network of more than 3,000
board-certified, state-licensed physicians. This customer is
expected to generate over $1.2 million in annual recurring revenue
for Five9.
Telehealth is the delivery of health-related services and
information through telecommunications technologies. This
telehealth company provides its clients with 24/7 access to a
doctor via online video, phone call, or mobile application, and
requires a very reliable, flexible, cloud-based technology. More
than 250 contact center agents provide critical support and
services between consumers and their healthcare provider.
In addition to the award-winning Five9 Interactive Voice
Response (IVR) and Automatic Call Distribution (ACD) solution, this
customer is also using the fully integrated Five9 Workforce
Management (WFM) service, powered by NICE, to manage the
performance of the agents and maintain the current level of
consumer care. Leveraging several of the more than 250 APIs
available, the Five9 solution is also integrated with the company’s
custom Customer Relationship Management (CRM) software to deliver
rich Computer Telephony Integration (CTI) functionality. After
unsuccessful attempts, and several months of frustration to achieve
this functionality with their existing provider, the customer
turned to Five9, which delivered the complete solution and rollout
to the enterprise in less than 45 days.
Primary reasons Five9 was chosen include:
- Reliability
- Flexible APIs to integrate to custom
CRM for CTI
- Five9 Workforce Management (powered by
NICE)
- Rapid deployment
“We are pleased to provide our customers with one of the
industry’s most reliable, flexible, cloud solution that easily
integrates with existing technologies. Reliability, security, and
data protection are incredibly important to us and our customers,
which is why we are transparent about our availability, security
and data protection practices on the Five9 TRUST site,” said Mike
Burkland, President and CEO, Five9.
Click to Tweet: #Telehealth company
selects @Five9 for reliability, #Five9 #WFM powered by
@NICE_Systems & rapid deployment
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 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, 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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Five9Gabrielle Targosz,
925-403-1199Gabrielle.Targosz@five9.comorSHIFT CommunicationsKatie
Halloran, 415-591-8459Five9PR@shiftcomm.com
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