Seamless Integration with CRM Solution, Intelligent Routing and
Visibility to Customer Analytics as Key Differentiators
SAN RAMON, Calif.--(BUSINESS WIRE)--
Inc. (NASDAQ: FIVN), a leading provider of cloud software for the
enterprise contact center market, announced that the Five9 Virtual
Contact Center (VCC) has been chosen by a financial services company to
replace its legacy on premise solution. The transition to a cloud-based,
enterprise-level contact center solution has expanded and enhanced the
firm's support of its most valuable customers.
The financial services company manages billions of dollars in capital,
supporting thousands of customers across North America. Key to this
support is the company's growing contact center staffed with hundreds of
agents, requiring accurate, reliable routing of the right call to the
right agent quickly and efficiently. When its legacy premise system
became increasingly unable to handle the growing volume of inbound calls
from potential clients, customer satisfaction suffered. The firm turned
to Five9 VCC for its sophisticated routing capabilities to solve this
problem. Of note was the Five9 Automatic Call Distribution (ACD), which
uses intelligent routing to determine which resource is best for the
customer based on client history and context, agent availability and
desired business outcomes, ensuring the optimal resolution and superior
customer experience, thus solving the financial services company's
"We are 100% customer-focused at our organization," said the financial
services firm's executive vice president of technology who oversaw the
implementation. "Five9's contact center solution made me realize that
the technology allows us to work more closely with our customers and
make sure their satisfaction is front and center in every interaction.
We could not be more pleased with the integration of Five9's technology,
and I know our customers will enjoy a better experience because of it."
To meet the evolving needs of their customers and the dynamic nature of
financial markets, the firm has aggressively invested in technology that
is flexible and scalable. The financial services firm is a devoted,
long-time user of the Salesforce Sales Cloud platform, where Five9 has
been fully integrated. The seamless integration of Five9 within
Salesforce has allowed the firm to gain added insight into the needs of
their growing customer base. Additionally, Five9 has enabled the firm's
sales managers and executives to instantly see and understand what is
happening with their customers in real time with the easy to use
dashboard, which provides a wide range customer analytics.
"For enterprise organizations that need to upgrade capacity and
capability of their contact center to effectively and efficiently serve
their customers on a national scale, Five9 is to the ideal partner to
ensure that their investment is a success," said Mike Burkland, CEO of
Five9. "We believe offering excellent customer experiences should not be
difficult, and we are dedicated to providing the best possible outcome
for each of our enterprise customers."
Talk with us @Five9,
Five9 is a leading provider of cloud software for the enterprise contact
center market, bringing the power of the cloud to thousands of customers
and facilitating more than three billion customer interactions annually.
Since 2001, Five9 has led the cloud revolution in contact centers,
helping organizations transition from legacy premise-based solutions to
the cloud. Five9 provides businesses with cloud contact center software
that is reliable, secure, compliant and scalable, which is designed to
create exceptional customer experiences, increase agent productivity and
deliver tangible business results. For more information visit www.five9.com.
View source version on businesswire.com: http://www.businesswire.com/news/home/20170502005408/en/
Gabrielle Targosz, 925-403-1199
Katelyn Davis, 415-591-8465
Source: Five9, Inc.
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