July 08, 2014
Five9 Ups the Ante for Cloud Call Centers
By Stefania Viscusi
Assignment Desk Editor
Cloud technologies are raising the stakes in industries across the map today with its ability to lower costs and increase efficiency.
In the call center space, the cloud is of particular interest to CIOs and decision-makers who are looking to cut call center costs and improve reliability. According to the 2014 North American Call Center report, 70 percent of the 77.5 percent of currently premises based call centers, are now planning to move to the cloud.
Cloud contact center software provider Five9 (News - Alert) is focused on making sure it has the most optimized and enhanced infrastructure to deliver enterprise ready solutions for its thousands of clients and future customers.
Having a solid infrastructure is key to delivering the quality, consistent interactions customers demand. Also, the 2014 North American Call Center survey uncovered concerns on the move to the cloud impacting customer and IT security, so a solution that’s both reliable and secure is vital.
Five9 is ensuring its offerings are fully enhanced by making tweaks and upgrades to further “complement” its data centers built on Cisco’s (News - Alert) Nexus 7000 core switching and blade server platform.
The company not only upgraded its network framework for both advanced storage and carrier infrastructure, but also added more intrusion detection and protection functionality for network security as well as improved service management using the ITIL framework.
Further, the company updated its 24x7 Fve9 Network Operations Centers to have even more visibility and monitoring of their infrastructures and application performance so they can find issues and fix them before they can even impact customers.
"At Five9, we facilitate more than three billion customer interactions every year. Providing a rock-solid infrastructure is critical when you are dealing with billions of interactions on behalf of thousands of clients. Building and maintaining the infrastructure to support this volume is an ongoing process, and we continue to invest in ensuring our clients have access to a highly reliable, available and secure cloud contact center platform," said Scott Welch, executive vice president of cloud operations at Five9.
Edited by Maurice Nagle