September 18, 2014
Five9 Goes Multichannel with Summer Release Update to Cloud Contact Center Software
By Laura Stotler
TMCnet Contributing Editor
The cloud, social media and advances in mobile and multimedia technologies have all had a major impact on how contact centers operate. And today’s contact center solutions are rapidly evolving to keep apace of a shifting communications model, one that relies heavily on hosted and cloud-based solutions delivered as a service.
Major contact center technology trends are shaping how software and solutions are delivered, and this is certainly the case for Five9’s (News - Alert) Cloud Contact Center Software. The company recently announced an update in the form of its Five9 Summer Release, with a focus on multichannel applications integrating social media, chat, email and mobility. The update takes into consideration the widespread shift in how customer service is being delivered, providing a variety of capabilities to improve customer interactions for agents and buyers alike.
Each app included in the update enables agents to engage customers based on their channel and device preferences. All apps are powered by the company’s Five9 Connect Natural Language Processing (NLP) engine, which filters and categorizes interactions. The engine also eliminates spam while gauging the author’s requirements to identify the most important inquiries.
Contact center agents are now able to use social media to respond to questions and complaints, through interfaces to Facebook, Twitter, YouTube (News - Alert) and other communities. Agents may manage social network communications using traditional contact center KPIs and service-level agreements, and the interfaces are tailor-made for the needs of contact centers.
Other new features include a consumer-to-agent chat app that works from mobile or web devices. This provides agents with a variety of ways to respond, record and manage multiple chat interactions. The Five9 Mobile app also offers mobile customer care using IVR scripts to deploy on multiple touch points. Customers have the option of selecting email, chat or callback as a way to connect to agents or otherwise ask questions and offer feedback.
Email features include filtering and routing of email requests to agents, who may then access assistance, search and customer history. This ensures the appropriate agent responds to the correct email. A multichannel desktop is also included so that agents may utilize a simplified cross-channel experience. And supervisors have access to a dashboard with improved reporting and integrations with CRM apps like Zendesk.
Edited by Stefania Viscusi