The following post is by Liz Osborn, vice president of product and solution marketing at Five9. You can follow Liz on Twitter @lizobiker.
I'm here at IQPC Call Center Week in Las Vegas and there’s quite a bit of buzz about the latest release of the Five9 Cloud Contact Center software; this latest version taps into several strategic partnerships designed to enhance our offering and give contact centers the most robust solution available in the cloud. I’m excited to share the details…
First, we are delivering advanced integration with salesforce.com. We have extended our integration to include support for their Open CTI architecture. Salesforce Open CTI offers an entirely new and empowering approach to CTI. Its cloud based delivery significantly and positively impacts maintenance, innovation and robustness.
Now would also be a good time to mention – more than 150 organizations currently use Five9 and Salesforce to create an integrated cloud CRM and contact center environment. Basically, when a contact center uses Five9 within the Salesforce Platform, they see an increase in agent productivity coming from:
- Robust telephony features within the Salesforce application
- CTI screen pops of the appropriate Salesforce records for each call
- Click-to-dial for any phone number in the Salesforce agent desktop
- Automatically synchronizing Salesforce campaign contacts with Five9 calling lists
In addition to our support for Salesforce Open CTI, our latest release includes: A
new mobile supervisor app for the iPad – This allows managers to monitor and manage agents from any location.
Multi-channel capabilities – Our new integration with LiveHelpNow enables interactions with customers via email and chat.
PCI Options with KomBea – A new integration with KomBea that allows agents using Five9 to securely exchange credit card information with customers over the phone.
Support for Mac – Based on market demand, the latest release of Five9 software now supports Mac environments.
If you are at Call Center Week, stop by our booth to see a demo. Otherwise, join us for a virtual demo on Wednesday, June 19 at 10:00am PT (to register, click here).