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.
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
“To ensure the best possible customer experience, our Freedom release allows contact centers to prioritize the agent experience. Agent desktop technology has not kept pace with the evolving contact center. Today, in many contact centers using legacy solutions, the average agent must move between multiple applications to address one customer inquiry. This inefficient use of time frustrates agents and does not create the ideal customer experience. The new Freedom user interface is intuitive and gives agents what they need to create a better customer experience, all from one screen. Our Freedom release is one more way Five9 is continuing to extend our leadership position in the cloud contact center software market,” said Mike Burkland, CEO, Five9.
Adapter for Oracle
This new Five9 Adapter for Oracle includes tight computer telephony integration (CTI) and Five9 automated call distribution (ACD) integration with Oracle’s Service Cloud (formerly RightNow Cloud Service) cloud-based contact center relationship management solution. This includes unified presence management, ACD routing, and channel prioritization. In addition, Five9 is able to intelligently route Oracle text channels, such as chat and email, while also leveraging Oracle’s knowledge-base.
Adapter for Salesforce
The redesigned Five9 Adapter for Salesforce leverages the Salesforce console view to be a truly embedded integration within the Salesforce Sales Cloud and Service Cloud consoles. Using Five9 Connect the new Adapter for Salesforce is able to add context such as issue topic and customer insights such as sentiment analysis. The enhanced Five9 Adapter for Salesforce can also be easily integrated with Salesforce Knowledge, to provide the agent with crucial information to make the best-informed decisions, quickly.
In a recent study conducted by ICMI, “Agent Apathy: The Root Cause of Poor Customer Service,” Five9 identified that contact centers tend to place the agent low on the scale of organizational importance. This resulted in detached agents and ultimately, poor customer service. Organizations understand the importance of the customer experience, yet have made it more difficult for contact center agents who bear the most crucial role in impacting that relationship. Significant improvements to the agent environment will influence the customer experience and create a positive impact on the organization’s bottom line.