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21 May, 2015
New Intuitive User Interface Empowers Contact Centers to Become Agent Centric to Positively Impact Customer Experience
SAN RAMON, Calif., May 20, 2015 (BUSINESS WIRE) --
Five9
, a leading provider of cloud contact center software, today announced the latest release of its award winning solution, which delivers on the promise of the Simply Smart Cloud Contact Center. The
Freedom release of the Five9 Virtual Contact Center (VCC) includes a new, modern Five9 user interface built on HTML5 and REST API’s called Agent Desktop Plus, and new contact center CRM Adapters for Oracle and Salesforce. “The contact centers that will be most successful are those that realize the critical function that agents hold. Agents need user-friendly desktop tools as well as access to the most relevant customer data so that they can resolve issues quickly and deliver positive customer experiences. Five9’s latest Freedom release makes this possible; it provides a more intuitive interface that links customer context from different channels and pushes dynamic guidance to agents. Using this technology, contact centers have the opportunity to both improve agent satisfaction and churn, while driving up customer satisfaction and loyalty,” said Aphrodite Brinsmead, Senior Analyst, Ovum. Today’s customer demands service when and where they choose, and cloud-based solutions are the quickest and most cost effective path to meeting this critical need. Five9 VCC can manage voice, email, chat and social – allowing agents to easily switch between multiple tasks and conversations with a new, more intuitive user interface. A single screen provides rich customer context and insight, guiding the agent through resolution – consistently, giving agents valuable customer context and insight – empowering them to engage with today’s connected customer. What’s New?
Five9 Agent Desktop Plus The new Five9 Agent Desktop Plus will empower agents with the tools they need to understand customers, connect customers to the right resource and enable contact centers to excel.
SAN RAMON, Calif., May 20, 2015 (BUSINESS WIRE) --
Five9
, a leading provider of cloud contact center software, today announced the latest release of its award winning solution, which delivers on the promise of the Simply Smart Cloud Contact Center. The
Freedom release of the Five9 Virtual Contact Center (VCC) includes a new, modern Five9 user interface built on HTML5 and REST API’s called Agent Desktop Plus, and new contact center CRM Adapters for Oracle and Salesforce. “The contact centers that will be most successful are those that realize the critical function that agents hold. Agents need user-friendly desktop tools as well as access to the most relevant customer data so that they can resolve issues quickly and deliver positive customer experiences. Five9’s latest Freedom release makes this possible; it provides a more intuitive interface that links customer context from different channels and pushes dynamic guidance to agents. Using this technology, contact centers have the opportunity to both improve agent satisfaction and churn, while driving up customer satisfaction and loyalty,” said Aphrodite Brinsmead, Senior Analyst, Ovum. Today’s customer demands service when and where they choose, and cloud-based solutions are the quickest and most cost effective path to meeting this critical need. Five9 VCC can manage voice, email, chat and social – allowing agents to easily switch between multiple tasks and conversations with a new, more intuitive user interface. A single screen provides rich customer context and insight, guiding the agent through resolution – consistently, giving agents valuable customer context and insight – empowering them to engage with today’s connected customer. What’s New?
Five9 Agent Desktop Plus The new Five9 Agent Desktop Plus will empower agents with the tools they need to understand customers, connect customers to the right resource and enable contact centers to excel.
- Modern, intuitive browser-based design
- Easy visualization of customer profiles, context and cross channel history
- Engaging workflow with graphical cues and agent assistance tools
- Blogby Liz Osborn, vice president product and solution marketing
- Details of the Freedom Release
- Videos
