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Fall Release 2014

Enhanced CRM integrations and updated TCPA Solution

Fall Release 2014

Enhanced CRM Integrations and TCPA Manual Touch Mode

Improve your contact center operations while giving your agents more control over interactions from every channel with the new Five9 Fall Release 2014.

  • Enhanced multichannel integration with Oracle RightNow CX Cloud Service
  • Updated and streamlined integration to Zendesk, improving agent productivity
  • New Telephone Consumer Protection Act (TCPA) solution to give contact centers the tools that support a TCPA compliance strategy

Five9 and Oracle RightNow: Multichannel Routing & Reporting
Manage interactions from multiple channels in a single, familiar desktop application. Prioritize and route Oracle RightNow email and chat interactions—in addition to voice—to the right agent at the right time. Fall Release 2014 also helps contact centers streamline agents’ channel assignments, routing rules, and reporting of all interactions into a single administrative environment.

Five9 and Zendesk
Five9 now supports a “stateless” softphone operation, allowing users to refresh or reload the Zendesk application at any time without impacting the softphone application. Agents will also find multiple improvements to the user interface, resulting in fewer mouse clicks and keystrokes during call handling. New support for Colombian Spanish has been added, with additional languages being made available over time.

Five9 TCPA Manual Touch Mode: Dial with Confidence
To help support regulatory compliance, Five9 TCPA Manual Touch Mode cannot auto dial or automatically generate telephone numbers. TCPA Manual Touch Mode is restricted to preview and manual dialing modes, both of which require human intervention to initiate calls. It is hosted in a system that is completely separate from other Five9 dialing systems, with separate log-ins, administration, and reporting. 

Learn More

Data Sheet: Comply with TCPA Dialing Regulations

Five9 delivers all the tools you need to comply with the latest dialing regulations. Focus on your business and dial with confidence, knowing that you are adhering to the latest regulations including the
Telephone Consumer Protection Act (TCPA).

Data Sheet: Five9 Integration with RightNow

Five9 provides a pre-packaged adapter to RightNow to deliver a unified, contact center solution in the cloud. See how this integration can improve agent productivity and enhance manager insight.