Call Center Services Featured Article

Five9 and Birst Team to Provide Business Analytics to Contact Centers

By Rich Steeves
TMCnet Managing Editor

Five9 (News - Alert) is a well-known provider of call center software, providing solutions for outbound call centers, hosted contact centers and on-demand call centers. Now, a partnership with Birst (News - Alert) Inc will give Five9 customers the opportunity to take advantage of enterprise-grade business analytics tools in their contact center agent dashboards.

Birst is a provider of agile business analytics, and will give Five9 customers access to its solutions via its multitenant, cloud-based business intelligence platform specifically designed for Five9 cloud-based contact centers. The arrangement includes over 100 standard reports as well as advanced features including interactive charts that have drill-through and drill-across capabilities, enhanced contact center metrics, custom metrics and customizable interactive dashboards.

“Our enterprise customers require flexible and affordable enterprise-grade options for deploying analytic platforms,” said Mike Burkland, CEO of Five9. “Birst has proven that its centralized analytics platform can provide the level of reporting and analytics that contact centers need to manage daily operations and make strategic business decisions.”

The solutions from Birst are designed to power fully integrated, comprehensive tools that can be deployed either in the cloud or on-premise via an appliance in a quick and cost-effective fashion. The company’s advanced analytics incorporate all the components of an enterprise business intelligence suite including data integration and ETL services, analytics, dashboards, pixel perfect and ad hoc reports.

"We are excited to be partnering with Five9 to jointly create a greater opportunity for Five9 customers to use analytics for business improvements,” added Brad Peters, CEO of Birst. “Leveraging two leading cloud-enabled applications is a natural fit for contact centers that are required to measure and analyze performance over a wide spectrum of parameters.”

The partnership between Birst and Five9 will extend to other Software-as-a-Service business operations including billing, regulatory compliance, and customer usage reporting.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.

Stay in touch with everything happening at ITEXPO. Follow us on Twitter.