An omnichannel contact center solution designed for modern customer
experiences built on a future proof architecture
SAN RAMON, Calif.--(BUSINESS WIRE)--
(NASDAQ:FIVN), a leading provider of cloud software for the enterprise
contact center market, today announced the availability of Summer
Release 2017, the latest major release of the award winning Virtual
Contact Center (VCC). This release provides a global contact center
solution that meets the requirements of today's leading multinational
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Today's global enterprises aspire to engage with customers consistently,
regardless of location or device. However, legacy systems have hampered
their transformation to today's digital world, leading to poor and
inconsistent customer experience. Five9 Summer Release 2017 provides
these global enterprises a complete omnichannel solution with a holistic
view of their customers' journey across all touchpoints. Enterprises can
easily engage with customers anywhere in the world, intelligently
distributing interactions to the right agent regardless of location.
Most importantly, Five9 delivers all these capabilities on a modular
microservices-based architecture, enabling enterprises to maintain the
rapid pace of innovation required to compete in today's fast-paced
consumer centric world.
The Five9 Summer Release 2017 includes four key areas:
Modern Microservices Architecture: Five9 continues to expand
its microservices architecture built on modular components
communicating via REST APIs. Five9 Summer Release 2017 brings
additional improvements to its existing microservices Freedom
platform. This brings greater flexibility by modularizing existing
applications such as voice, email, chat, social, event services, DTMF,
text to speech, voice prompts, voice recording, answering machine
detection, speech recognition, and customer journey analytics. This is
in addition to the list of previously available modules, including app
services, stream services, state management and many more. This future
proof architecture meets today's needs of large enterprises for cloud
resiliency, elasticity, scalability, and pace of innovation.
Carrier Grade Softswitch: Five9 introduces a state-of-the-art
carrier grade softswitch that dynamically selects the best call path
between agent and caller and scales to support many thousands of
Cloud Agnostic: Five9 launches new deployment options that
leverage both private and public cloud, expanding availability beyond
the current Five9 datacenters and accelerating future expansion based
on market demand. This technology is designed to be fully cloud
agnostic and includes support for a variety of public clouds, e.g.
Amazon AWS, Microsoft Azure, and others.
Global Voice: Five9 Global Voice enables enterprises to extend
contact center voice capabilities to all parts of the globe by
optimizing voice paths with in-region points of presence (PoPs). Five9
has deployed voice PoPs in Australia, Japan, China and other locations
around the world. This allows enterprises to keep their calls in
region, ensuring the highest voice quality, low latency and optimal
Global Routing: Five9 extends our single global routing engine
to more effectively find the right resource, anywhere in the world, to
serve the customer. By keeping voice in-region, globally distributed
contact centers can confidently deploy a truly worldwide operation
that optimizes global agent resources that maintain the highest
quality, lowest latency, and most cost effective solution.
Language Localization and UTF-8 support: Five9 extends
the flexibility to allow businesses to run multilingual and
international contact center operations within a single tenant, also
increasing its ability to serve its global customers. Five9 utilizes a
fully externalized string architecture that makes it easy and
inexpensive to adapt new languages to the platform including double
byte character support (Japanese, Chinese, etc.).
Full Stack Cloud Customer Experience Solution: Five9 has led
co-development initiatives with strategic CRM, UC, and WFO partners to
deliver a seamlessly integrated, end-to-end cloud customer experience
solution designed for leading global enterprises.
Salesforce Lightning Experience with Omnichannel Integration:
The Five9 integration to Salesforce provides a unified omnichannel
desktop designed to fully leverage and complement the Salesforce
Lightning Experience. This updated integration empowers agents with
valuable customer journey insights, context and history across all
Microsoft Skype for Business Integration: Enhancements to the
Five9 integration for Skype allows agents to seamlessly connect to
experts outside the contact center from their familiar CRM
application. Five9 provides agents with powerful collaboration
features within a unified environment so businesses can be more
responsive and improve customer experience.
Omnichannel WFO: Five9 jointly developed an end-to-end, fully
integrated WFO solution, in the cloud, with market leaders Verint and
Calabrio, that ensures operational efficiencies across all customer
In addition, we feel proud that Summer Release 2017 includes 100+ key
features and enhancements that meet the needs of our customers.
"Five9 is executing on our promise and vision to deliver an end-to-end
customer engagement solution. Today's release allows us to serve large
enterprises with globally distributed contact centers on a scalable
cloud platform - as always with Five9, no infrastructure to deploy or
manage, scale up or down, now with any language and the ability to
onboard thousands of agents globally as needed. Five9 Summer Release
2017 is an answer to today's global enterprises that need a path to
digital transformation to engage with their customers on their terms.
I'm extremely proud of the entire Five9 team and our strategic partners
for bringing it all together with one goal in mind, amazing customer
experiences, globally," Mike Burkland, President & CEO, Five9.
"Five9 continues to address my needs in the contact center space. Their
innovation and focus on the customer makes it an easy decision for us to
be a Five9 customer for a long time," said Anne Blakey, Manager of
Contact Center Operations, OnDeck.
"We have customers in 112 countries, and our contact center requirements
need to address our entire customer base. With this upgrade, we are very
happy to continue growing our global footprint with Five9," said Josh
Kyzer, Director of Customer Experience, TSheets.
"Five9 has a long history in the cloud contact center space. With the
Summer Release 2017, Five9 is delivering full support for multiple
languages and global voice capabilities - that are must-haves for large
enterprise contact center customers looking to move to the cloud. This
major new release by Five9 positions the company to expand on its
already growing base of international customers," said Sheila
McGee-Smith, Principal Analyst, McGee-Smith Analytics.
"This latest release from Five9 makes it the industry's most scalable
and future proofed cloud contact center platform. The focus on
modularity, microservices and openness enables it to quickly adapt to
market trends, a key to sustained market leadership in the digital era.
Five9's customers benefit now as they will realize consistent features
regardless of location but will also have access to the new features
faster without having to go through the pain of lengthy upgrade cycles,"
Zeus Kerravala, Founder and Principal Analyst, ZK Research.
Summer Release 2017 will be available in Q3, 2017.
Learn more about the Summer
Release 2017, the latest in cloud-based contact center software from
Watch a video from Five9 for a demo of Summer
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 reliable, secure, compliant and
scalable cloud contact center software 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/20170712005448/en/
Gabrielle Targosz, 925-403-1199
Leslie Clavin, 415-591-8440
Source: Five9, Inc.
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