SAN RAMON, Calif.--(BUSINESS WIRE)--
Inc. (NASDAQ:FIVN), a leading provider of cloud software for the
enterprise contact center market, today announced that it has been
selected by a leading international consumer technology manufacturer to
address the company's customer service and sales efforts. Providing
cutting-edge solutions to consumers, the move to Five9 allows the
manufacturer to provide an amazing customer experience, regardless of
the type of interaction.
A publicly-held company with annual revenues in the billions, this
manufacturer understands the strategic role that their contact center
has in their business in terms of customer satisfaction and revenue
growth. To ensure they are providing the best possible experience to
customers and prospects, the company sought to upgrade their legacy,
on-premise solution giving them a holistic understanding of the diverse
interactions taking place. The company also needed a solution that could
integrate with their existing CRM and WFO systems, empowering their
agents and providing management with new insights to determine the
effectiveness of their contact center agents.
Five9 not only allowed them to meet these current requirements but also
provided the ability to address future requirements as well. From a
visibility perspective, Five9 provided the manufacturer with ‘anywhere
access' into performance of individual agents to ensure they are
providing the highest level of service while consistently and accurately
representing the company's brand. This is possible through the Five9
agent performance features, which includes many standard reports, KPIs,
and training resources. The company selected Five9 for its integrations
with its existing CRM application, Salesforce and WFO system Calabrio,
that allow internal teams to utilize tools they're accustomed to within
existing environments. Through the Five9 integration to Salesforce and
its digital channels, Five9 is able to deliver a complete omnichannel
Moving forward, the company has identified several other capabilities
from Five9, such as Stats Portal and Visual IVR, which will allow them
to continue to enhance their customer
experiences and improve business outcomes.
"We are seeing companies, across all segments, begin to realize that the
modernization of the contact center is a strategic initiative of
differentiation capable of driving sustained business growth," said Mike
Burkland, CEO of Five9. "In this case, the customer saw that by gaining
granular visibility into individual interactions, they could ensure that
their agent's performance remained ahead of customer expectations to
ensure the highest levels of customer satisfaction and growth."
Talk with us @Five9, LinkedIn, Facebook, Blog.
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/20170815005363/en/
Gabrielle Targosz, 925-403-1199
Source: Five9, Inc.
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