Five9 Launches Summer Release 2016 with Powerful Analytics; Modernizing Enterprise Contact Centers to Engage with Today’s E...
17 Agosto 2016 - 9:00AM
Business Wire
Release Delivers Comprehensive Omnichannel
Experience, Customer Journey Analytics, and Proactive Engagement
and Personalized Service
Five9, Inc. (NASDAQ:FIVN), a leading provider of cloud-based
software for the enterprise contact center market, announced today
the availability of Summer Release 2016, the latest version of the
award winning Virtual Contact Center (VCC). This release modernizes
the contact center so businesses can deliver a personalized and
proactive omnichannel experience, meeting the demands of today’s
digital consumer.
This Smart News Release features multimedia.
View the full release here:
http://www.businesswire.com/news/home/20160817005159/en/
Five9 Summer Release 2016 modernizing
enterprise contact centers to engage with today's empowered
consumer. (Graphic: Business Wire)
"This release targets the needs of the changing consumer by
empowering contact center agents and supervisors with intuitive and
powerful tools to manage the customer journey and truly improve the
Customer Experience," said Nancy Jamison, Principal Analyst in
Digital Transformation, Frost & Sullivan.
Consumer power is on the rise and their expectations have
evolved, often leapfrogging the capabilities of the contact centers
that businesses use to support them. Modern consumers expect to
engage with a service or support center on their terms, using a
variety of channels including voice, web, chat, email, video and
social media. Mobile devices put these channels in the pocket of
the consumer in an always-on, and connected manner with the ability
to both engage and move between channels quickly. Consumers also
expect contact center agents to know their history, anticipate
their needs and provide proactive, personalized service. The newest
version of the Five9 Virtual Contact Center addresses these
expectations head on by providing key insights into the journey of
each customer.
What’s new?
- Five9 omnichannel: Enables
enterprises to seamlessly engage with its customers across all
channels in a fully integrated multimodal manner - voice, video,
web, chat, email, click-to-call, callback, social, messaging and
mobile. This release not only enriches the experience with modern
channels of engagement like website, video and WebRTC based
click-to-call, but, also ensures that as customers move from
channel to channel, their context and history moves with them.
- Five9 customer journey analytics and
lifetime journey visualization: Provides enterprises with
insight into the full customer journey - understanding behaviors,
patterns, preferences and needs for the entire customer experience.
This enables enterprises to treat online presence just as
importantly as any other interaction for any customer care
need.
- Five9 proactive engagement:
Shifts care from reactive to proactive to meet evolving customer
expectations. Enterprises can see what visitors are doing live on
their website, in their mobile applications or with agents. It
combines analytics and context, in real-time, to predict customer
behavior patterns and recommend next best actions, guiding agents
to provide the optimal customer experience.
- Five9 personalized service:
Integrates the customer journey across systems to deliver a
personalized experience, addressing many consumers’ top
expectation, which is to know their history. Leveraging data,
knowledge and resources across all systems eliminates the “one size
fits all” disjointed experience common with many businesses.
Through deeper ecosystem integrations, such as with CRM and UC,
Five9 leverages knowledge of the lifetime customer journey to
provide the modern day consumer exactly what they expect: a
personalized experience delivered seamlessly across systems and
channels.
Five9 Summer Release 2016 also includes:
- Microsoft Skype for Business –
extend agents’ reach to knowledge workers outside the contact
center with rich integration with Skype for Business.
- Microsoft Dynamics CRM – deeper
contact center integration with Microsoft Dynamics CRM, providing
IVR, call routing, call handling and call dispositions.
- Zendesk – deeper contact center
integration with Zendesk, providing IVR, call routing, call
handling and call dispositions.
- Salesforce – deeper contact
center integration with Salesforce Service Cloud combining rich
customer data with powerful contact center interaction for
excellent customer experience.
- Page-Push – resolve customers’
issues faster by sharing information and pushing pertinent web
pages to customers.
- Screen Sharing – enhance
communication by allowing the customer or the agent to share their
computer screen for the other to see.
“The latest release of our Virtual Contact Center is a game
changer that allows contact centers to modernize the way they
engage with today’s more demanding customers. Consumers expect a
great experience and this new release ensures that contact centers
have the communication channels they need to engage with customers
on their terms. Also, strong analytics and a visualization of the
customer journey allow contact center agents to provide proactive
and personalized service that earns strong brand loyalty. This
latest release is an example of how Five9 continues to extend our
leadership position in the cloud-based contact center market,” Mike
Burkland, President & CEO, Five9.
Availability
Summer Release 2016 is currently available.
Additional information
Learn more about the Summer Release 2016, the latest in cloud-based contact center
software from Five9.
Watch a video to learn more.
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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