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Five9 is Looking For a Few Good Partners in its New Cloud Alliance
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Five9 is Looking For a Few Good Partners in its New Cloud Alliance

March 05, 2015
By Steve Anderson
Contributing TMCnet Writer

Five9 (News - Alert) is not only well known for the quality of its cloud contact center product line, but it's also known throughout the industry for working with other firms. With partners ranging from Microsoft to Oracle (News - Alert), Salesforce and beyond, Five9 doesn't lack for helpful partners in the field. But now, Five9 is looking for some more partners to help augment its product line, and it's looking to get these partners with the new Cloud Alliance Partner Program.

The new Cloud Alliance Partner Program offers up opportunities for third-party software providers to step in and offer up new cloud contact center systems as part of the overall Five9 package. Some of the newest partners have already brought in some exciting new offerings, ranging from information management tools to text messaging options even to workforce engagement.

For instance, the Mattersight Corporation brought in its Predictive Behavioral Routing system, allowing Five9 users access to a tool that can bring together customers and call center agents based on several factors ranging from expertise to personality. This can make a call go a lot more smoothly, and thus leave the caller more satisfied.

Mobile Messaging Solutions brought in a slate of tools from interactive text messaging to self-service applications, and PlayVox offered up a set of tools like gamification and real time communication options.

Sightcall also chipped in real time video options, including screen sharing tools and remote drawing to add a more visual touch. Finally, Authority Software brought in tools to improve accessibility to customer data, a move that should result in better customer satisfaction by requiring customers to repeat information less often.

Add all of these tools together and what emerges is a toolbox of sufficient power that it actually addresses many commonly-advised points of improving customer service in the call center environment. Better access to customer data, less repetition, callers and agents better matched in terms of expertise and personality, better employee engagement...all of these add up to a much better chance of a high-quality customer experience. A better customer experience tends to mean better chances of repeat customers, better chances of repeat sales, and a better overall bottom line for the business. Five9's partnership program, meanwhile, helps ensure that Five9 gets access to the best tools around, and can add these tools to its overall operation more readily. That gives Five9 the chance to solve many common problems, and cement its own status as a go-to solution for call center needs.

Of course, success is never as simple as having the right tools; it also depends on how the tools are used, and the overall environment. But not having the right tools can hurt just as much as not using the right tools correctly, so having a system like Five9's on hand—with its new partners—should be a step in the right direction of improving service and realizing the benefits accordingly.

Edited by Stefania Viscusi

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