With a dedicated focus to help call centers reduce costs at their operations as well as improve efficiency, Five9 Inc. has announced the release of its latest Virtual Call Center Suite, version 7.1.

 

The latest version includes a number of newly enhanced features as well as an all new workforce management offering and is provided to users as Software-as-a-Service as well as brings Cloud Computing to the call center space.

 

According to the company, they first entered the cloud computing market for call centers in 2001 and have since continued to deliver SMBs with the ability to access the technology and applications they need to succeed - quickly and affordably.

 

“In recent years, the concepts of Cloud Computing and Software-as-a-Service have been widely adopted by customers. The call center industry is no exception. More than ever, companies are turning to Five9 as a leader in delivering call center software on demand, rather than continuing to invest in capital expenditures for on-premise software and hardware," said  Jim Dvorkin, Five9 Chief Technical Officer.

 

Along with new reason codes, supervisor whisper coaching and barge-in, and improved intraday reporting, the release also features an all new Workforce Management solution, also announced today, which helps call centers better forecast volumes, schedule their agents and monitor performance so services can are streamlined and optimized.

The latest offerings from Five9 also help in the current economy by providing a solution that doesn’t require a significant investment or cumbersome on-site management. Instead, advanced functionalities are provided as needed, over the Web, and helping to further drive down operational costs.

“Given the current economic climate, we are seeing a lot of customers and prospects focusing on measuring and improving call center operational efficiency and agent productivity as a way of aligning their costs – and our new release gives them more ways to accomplish these goals,” said Dvorkin. 

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