Gartner Names Five9 Leader in CCaaS —
But What Is CCaaS?
No matter how digital the world becomes, human connections will always have value. CCaaS solutions make it easy for businesses to provide more relevant, more reliable services through call and contact centers.
At Five9, we are honored to be recognized by Gartner as a top provider of CCaaS solutions. What is it, though, and what makes it a critical addition to the successful businesses and contact centers of the future?
What Does CCaaS (Contact Center as a Service) Mean?
CCaaS stands for “contact center as a service,” also known as cloud contact center software. Five9, a leader in the industry, helps contact centers transform into secure and reliable customer engagement centers through a customizable cloud platform and a customer first mindset, as well as a deep understanding of the cost and complexity involved in running a contact center operation.
Cloud contact centers arose as the solution to on-premises call center software, which suffers from all the usual problems of in-house solutions. By moving the technology to the cloud via third-party providers, call centers can focus more on using their software to provide exceptional experiences and less on managing and maintaining an on-site solution.
Thanks to intelligent automation, CCaaS software greatly accelerates resolution times by understanding caller needs and providing immediate help or routing to appropriate agent teams when necessary.
Five9’s cloud software exceeds expectations by helping users improve service and increase sales through world-class tools and an ecosystem of partners. We are driven by a passion to transform contact centers into customer engagement centers, and Gartner’s recognition of Five9 as a top CCaaS provider is proof of our commitment to our customers and to the future of our industry.
Why CCaaS Is the Next Trend in SaaS
When the trend first hit the scene as an alternative to traditional call center software in the 2000s, providers faced challenges in the infrastructure of the era. Limited ability to move full processes to the cloud led to service outages. Updates and maintenance presented much bigger challenges than they do today.
Now, CCaaS has all the infrastructure and experience it needs to act as the ideal solution for call centers. Faster and more reliable internet allows providers like Five9 to update and monitor instantaneously, ensuring customers never have to worry about downtime.
As tools and technologies become even more sophisticated, cloud contact center software will provide even greater advantages to users. Thanks to leaps in AI and machine learning, CCaaS tools can anticipate and respond to the needs of callers and representatives without the need for manual management.
Advantages of CCaaS Solutions
CCaaS solutions provide incredible benefits for both inbound and outbound and omnichannel call centers. Five9 Intelligent Cloud Contact Center Software empowers agents to be more effective on the phone, so they can hit quotas more quickly and provide more informed service. Smart Dialers give agents more time with live prospects by ensuring reps speak with prepared callers who need specific expertise.
Five9’s On-Screen Caller Info puts customer information at agents’ fingertips, so customers don’t have to deal with the frustration of repeating information on multiple calls. Everything logs automatically to the CRM provider of your choice, informing future calls and ensuring customer satisfaction.
For outbound call centers and prospecting salespeople, autodialer and predictive dialing solutions help maximize productivity and reduce fruitless calls. Reps make more connections with qualified candidates, helping them earn more and spend less time chasing down leads.
Other omnichannel tools, such as real-time and historical reporting, recording, and workforce management, help companies optimize resources and make life easier on sales and service reps. Channel hopping and escalation features empower call centers to create truly customer-centric omnichannel experiences.
How CCaaS Solutions Integrate With CRM
The best solutions work with existing software and infrastructure to provide exceptional benefits. Five9 provides robust, built-in integrations with leading CRM solutions including Salesforce, Oracle, Microsoft, Zendesk, NetSuite, and Velocify.
For companies that use web-based CRM solutions, Five9’s Agent Desktop Toolkit offers a rich, extensive framework of REST APIs, reference UIs, and software development kits. No matter what your CRM software suite, Five9 can work with your existing tools to build solutions that empower agents and drive business results in both turnkey and custom environments.
Does Your Business Need a CCaaS Solution?
Contact centers can experience frequent frustrations and inefficiencies without the right solution. Software without adaptive intelligence and smart integrations forces agents to field more difficult calls, resulting in fewer sales and unsatisfied customers.
Your business needs a contact center solution if you want to provide your callers, customer service agents, and sales teams with a tool that makes life easier before, during, and after every call. Outdated and inefficient solutions put reps into bad situations and lead to more negative call outcomes. With the right solution, your company can break free from the stereotypes of long hold times and uninformed agents to provide an industry-leading experience.
We are grateful that Gartner named Five9 a leader in CCaaS, but we don’t plan to stop innovating, improving, and looking to the future. Call center needs have changed dramatically in just the last 10 years, and as the pace of technological advancement continues to increase, so must our ability to meet the heightened expectations of both businesses and consumers.
To learn more about Five9, CCaaS, and cloud-based contact center software, click “Chat With Sales” or call us at 1-800-553-8159.
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Five9 is a leading provider of cloud contact center software. We are driven by a passion to transform contact centers into customer engagement centers of excellence, coupled with a deep understanding of the cost and complexity involved in running a contact center. Check out this video to learn more about how we can help you transform your business today.
Five9 Contact Center Software enables agents to be more effective on the phone - so they can sell more and service better. Smart Dialers give agents more time with live prospects. Intelligent Routing gets calls to the right agent. On-Screen Caller Info puts customer information at their fingertips. And everything is automatically logged to your CRM.
Outbound call centers dial out to reach customers or prospects, and are typically used when a sales team is prospecting for new customers. Outbound call centers may utilize autodialer and predictive dialing solutions to help maximize agent productivity by increasing the amount of connections agents can make with customers.
Deliver exceptional customer service using the sophisticated routing capability of the Five9 Inbound Cloud Call Center software. Next-generation systems route calls to the right agents at the right time and automatically put the customer’s information on agents’ desktops so they can resolve the issue quickly. Customers can perform routine functions through intelligent IVR with...
Use omnichannel management applications such as real-time and historical reporting, recording, workforce management (WFM), quality monitoring, CRM integrations. Add Intelligent Routing and ensure that every interaction is delivered to the right resource at the right time, every time. With our channel hopping and escalation features, you are empowered to create true consumer-centric omnichannel experiences.
Five9 utilizes the latest server technology in its data centers from the most trusted names in cloud infrastructure and technology, including Cisco and HP. Our cloud software architecture delivers flexible application and storage capacity. Using a distributed and redundant server farm, Five9 can scale rapidly on demand and nimbly shift resources in response to a natural disaster. Five9 data centers currently process over 3 billion customer interactions a year.
Five9 provides robust pre-built integrations with leading CRM solutions — Salesforce, Oracle, Microsoft, Zendesk, NetSuite, and Velocify — so that agents have the information they need to make customers happy. Use a different web-based CRM? No problem. Five9’s Agent Desktop Toolkit offers a rich, extensive framework of REST APIs, reference UIs, and other tools to build solutions that power agent experiences and business results in turnkey and custom environments.