Five9 Launches Major Release for Global Enterprises, Providing a Powerful Cloud Platform That Enables Digital Transformation
July 12 2017 - 8:00AM
Business Wire
An omnichannel contact center solution designed
for modern customer experiences built on a future proof
architecture
Five9 (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 enterprises.
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View the full release here:
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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:
Enterprise
- 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 agents.
- 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
- 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 cost.
- 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.).
End-to-End Solution
- 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 channels.
- 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 channels.
Continuous improvement
- 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.
Availability
Summer Release 2017 will be available in Q3, 2017.
Additional information
Learn more about the Summer Release 2017, the latest in
cloud-based contact center software from Five9.
Watch a video from Five9 for a demo of Summer Release 2017.
Talk with us @Five9, LinkedIn, Facebook, Blog.
About 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.
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version on businesswire.com: http://www.businesswire.com/news/home/20170712005448/en/
Five9Gabrielle Targosz,
925-403-1199Gabrielle.Targosz@five9.comorSHIFT CommunicationsLeslie
Clavin, 415-591-8440Five9PR@shiftcomm.com
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