Large Insurance Provider Selects Five9 Cloud-Based Solution to Optimize Contact Center Operations
07 Junho 2016 - 9:05AM
Business Wire
Five9 Chosen for Rapid Deployment, Advanced
Reporting and Support of Remote Agents
Five9, Inc. (NASDAQ:FIVN), a leading provider of cloud software
for the enterprise contact center market, announced today that a
large insurance provider has selected the Five9 Virtual Contact
Center (VCC). The company’s 400,000 members access a robust network
of top doctors, community health centers, and academic and regional
hospitals by communicating with the contact center. This customer
represents over $600,000 in annual recurring revenue to Five9.
The customer anticipated a relocation of the company’s
headquarters, which translated to the need for a fast, yet reliable
implementation of a brand new contact center solution that could
also support numerous remote agents. The customer previously used a
premise-based technology, which could not keep up with the growing
demand corresponding with the growing business. Since implementing
Five9 the company has been able to scale and leverage advanced
reporting capabilities to improve the operations of the contact
center through better efficiencies. In addition, the cloud-based
technology allowed the customer to access the best remote talent
available, regardless of their location, within the competitive
healthcare market.
Primary reasons Five9 was chosen include:
- Rapid deployment
- Advanced reporting capability
- Support of remote agents
“The healthcare industry, like most others, needs to attract the
most qualified employees in order to be competitive in the market.
The Five9 solution allows agents to work from home, or a remote
office, with the same technology benefits as being on site, which
is a strong selling point in recruiting the top agents,” said Mike
Burkland, President and CEO, Five9.
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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version on businesswire.com: http://www.businesswire.com/news/home/20160607005614/en/
Five9Gabrielle Targosz,
925-403-1199Gabrielle.Targosz@five9.comorSHIFT CommunicationsKatie
Halloran, 415-591-8459Five9PR@shiftcomm.com
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