International Manufacturer of Consumer Technology Selects Five9 to Enhance Customer Service Capabilities
August 15 2017 - 8:00AM
Business Wire
Five9, 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 solution.
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.
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 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.
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version on businesswire.com: http://www.businesswire.com/news/home/20170815005363/en/
Five9Gabrielle Targosz,
925-403-1199Gabrielle.Targosz@five9.com
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