Why an Integrated Contact Center is Critical for Customer Experience

Darryl Addington Director, Product Marketing

Darryl is the Director of Product Marketing at Five9. Darryl has more than 22 years of experience in the contact center. Prior to Five9, Darryl worked at 8x8, Genesys, Intervoice, and Edify, in various roles including Solution Marketing, Product Marketing, Product Management, and Solution Engineering. Darryl specializes in vertical marketing, integrating data intelligently into service and sales environments, and learning about and solving the challenges enterprises face when building a differentiated customer experience.

February 22, 2019

Talking about improving your customer experience is meaningless if you don’t have appropriately integrated systems and applications to deliver the experience. Your agents need contact center, CRM, WFO, and UC/collaboration integrated in order to deliver world-class customer service.

That’s why Five9 and I partnered with No Jitter and Sheila McGee Smith to identify which integrated systems have the most impact on agent performance, and how to make sure your solution is as efficient and effective as possible to support amazing customer experiences.

Below I am sharing some of the top takeaways from our session:

The Importance of Cloud

On-premises contact centers can be expensive, a hassle to install and a pain to upgrade.
Cloud-based contact centers provide automatic updates and take on the maintenance of integrations.
Cloud integrations give you the resilient foundation you need to digitally transform your contact center.

The Gamification Impact and need

Gen Z are used to “hyper” multitasking so it can be a challenge to keep employees on track.
Gamification helps by making work fun and rewarding.
This fosters a happy work place where employees enjoy learning, and can work towards company goals.

The Future of AI