Five9 Virtual Call Center Suite Release 7.3

Release Overview

Five9 continues to enhance its market-leading on-demand call center software solution with Virtual Call Center Suite 7.3. Five9’s latest release of the Virtual Call Center Suite benefits customers across all industries by delivering many new capabilities to our award-winning on-demand call center software. The Agent, Supervisor, Administrator, and Reporting applications have all been enhanced with a total of over two dozen new features for outbound, inbound and blended call centers. With Campaign and List Management improvements designed to maximize the revenue generation capacity of outbound campaigns, and new software integration features designed to improve agent productivity for all campaign types, the Virtual Call Center Suite helps Five9 clients achieve lower costs, more sales, and higher customer loyalty.

Five9 Web Services APIs

Five9 now provides a set of robust web services APIs for integrating the Virtual Call Center Suite with other applications used by call centers. The Five9 Computer-Telephony Integration (CTI) Web Services API provides developers access to telephony controls and sophisticated call center agent functionality, connecting the Five9 web-based softphone to other business applications used by call center agents, such as home-grown CRM solutions, billing or order entry systems, and agent scripting applications. The Five9 Configuration Web Services API provides access to Five9 User, Calling List, Contact, and Campaign Management capabilities that can be leveraged by applications to add new leads to lists, provision new Five9 users, manage campaigns within a 3rd-party application, and more.

List Priorities and Ratios

Two features have been added for advanced management of multiple calling lists that are associated to the same campaign – list priorities and dialing ratios. List priorities give you the power to easily change the order in which calling lists are dialed. Setting equal priorities enables multiple lists to be considered as one sortable virtual list, without the need to combine the lists. In addition, dialing ratios enable you to call records from multiple lists at specified frequencies. For example, if your campaign has separate lists with hot and cold leads, you may dial hot leads more often than cold ones, without excluding any leads.

Agent Web Browser

An embedded web browser has been added to the Agent application. This feature allows agents to use web-based applications or custom call scripts that are hosted outside of Five9, without having to switch between applications. Connectors can optionally be configured to launch within the Agent application, and Administrators may give agents the permission to use the browser for opening any URL.

Enhanced Web Connectors

In addition to the GET HTTP request type, connectors may now be executed using POST. This method allows for more complex requests to be sent to web servers. Using the POST method enables connectors to send worksheet data from a call, along with all call details and CRM fields. Also, both request types may now include date and time details about calls, including calls’ start and end date, time, or timestamps.

Password Policies

As part of our continual commitment to security, Administrators can now configure password policies for their domain. New password options include requiring users to have passwords with at least a specified number of lower-case or upper-case letters, numbers, special characters, and lengths. In addition, Administrators can configure password expiration periods, password history, and user lockouts.

Local Touch

Administrators may now configure associations between displayed phone numbers (ANIs) and the area codes or other phone prefixes to which outbound calls are dialed. Those associations can then be enabled for one or more campaigns. This feature allows call centers to appear more customer-friendly by displaying local phone numbers for returned calls, instead of a single toll-free phone number.