Higher Education Institution Implements Five9 Contact Center Software To Help Increase Student Enrollment
20 Julho 2016 - 4:41PM
Business Wire
Cloud-Based Five9 Chosen for Rich CRM
Integration, Analytics, and Reliability
Five9, Inc. (NASDAQ: FIVN), a leading provider of cloud software
for the enterprise contact center market, announced today that a
large nonprofit higher education institution, with over 50,000
alumni, has selected the Five9 Virtual Contact Center (VCC).
Students and potential students who call into the contact center
are paired with a student advisor who maintains a relationship
throughout their time at the institution. This customer represents
over $530,000 in annual recurring revenue to Five9.
After experiencing low enrollment rates, the organization
invested in the contact center infrastructure to help improve
student conversion rates. When the organization shifted from an
on-premise system to the Five9 cloud-based solution, it was
critical that it integrate easily with currently installed
technologies, including Oracle Service Cloud. The feature rich,
proven integration provides a better customer experience by
delivering the valuable and contextually relevant data with each
call, enabling the agent to improve the customer experience and
deliver better outcomes.
With the Five9 solution, the customer is now able to use
advanced reporting, analytics and routing capabilities, fully
integrated to the existing systems, resulting in an improved
customer experience. This customer is confident in the high level
of reliability and functionality provided by Five9 to support the
anticipated increase in the student conversion rates.
Primary reasons Five9 was chosen include:
- Robust integrations to Oracle Service
Cloud CRM
- Advanced APIs for additional
integrations
- Analytics with enhanced routing
- High reliability
“Five9 integrates easily with existing technology, including CRM
solutions. The education industry, like many others, has a need for
a very high level of reliability that can help contribute to their
business goals, such as increasing student enrollment rates,” 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, omnichannel 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 and a full Workforce Optimization
suite (WFO).
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 latest in agent focused cloud-based 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/20160720006351/en/
Five9Gabrielle Targosz,
925-403-1199Gabrielle.Targosz@five9.comorSHIFT CommunicationsKatie
Halloran, 415-591-8459Five9PR@shiftcomm.com
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