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Five9 Virtual Contact Center Means a Healthier Life

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Five9 Virtual Contact Center Means a Healthier Life

October 29, 2015
By Steve Anderson
Contributing Writer

Five9 (News - Alert) is a major name when it comes to cloud contact center materials, and its Virtual Contact Center (VCC) system is a power to be reckoned with. That's a development that many businesses have found bringing it into current operations, and a new organization—a health services organization as yet unnamed—has joined the ranks of Five9 users ready to get the most out of it.

This organization, which has a focus on research, has a substantial contact center already to its credit, with over 450 total agents involved in it. But it was also running this contact center with on-premise materials, which made growth somewhat difficult as it required the company to have all the components for growth on hand.  With a cloud contact center operation like VCC, however, growth became a much easier proposition since Five9 handled the material and could offer expanded packages as needed. Or even, if necessary, could scale downward, meaning flexibility was top priority.

Naturally, the flexibility was important, but the organization had other considerations to address. Five9's VCC stepped right up with these as well, offering the Salesforce integration and customizable reporting that the organization wanted, along with excellent reliability. The VCC also boasts an interactive voice response (IVR) and skills-based routing systems, as well as multichannel options like support for Web chat, mobile devices and social channels. A Natural Language Processing system helps provide rapid access to materials based on natural language searches, and the system will also work with other customer relationship management tools from Oracle (News - Alert) to Zendesk.  Five9's president and CEO, Mike Burkland, noted that health service organizations are often moving to the cloud for better scalability and reporting, and Five9 is ready to accommodate.

Image via Shutterstock

There's plenty of value in the cloud: its flexibility, its scalability, the lack of capital expense required to put it in place and the loss of the ongoing expense that is an IT staff to keep on-premise tools cared for and fed, so to speak. Sure, there's a new monthly bill, but that's a lot more manageable to some firms, especially if it comes with all those extra features. There are an increasing number of concerns about cloud security, exemplified recently by a Radware (News - Alert) study. But firms that deal with medical procedures—though perhaps not necessarily health services organizations—deal with a different set of rules that require stronger security. A firm that can meet these rules is much more secure than the standard.

Five9's VCC is a tool of growing popularity with its users, and the new organizations getting in to put this system to work is testament to that. There will likely be plenty more to follow, but the current roster is enough to show that Five9 is a name to conjure with in the cloud.

Edited by Maurice Nagle

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