Five9 enables companies to deliver unified, positive customer experiences and boost agent productivity in the contact center
Businesses tap into the power of the cloud to connect with customers, partners and employees in entirely new ways
San Ramon, Calif. – June 12, 2013 – – Five9, a leading provider of cloud contact center software, today announced that more than 150 organizations including Abundant Energy, American Support, Citrix, and Expert Planet have deployed Five9 to create an integrated cloud CRM and contact center environment.
Leveraging the power of the Salesforce Platform, the world's leading cloud platform for social and mobile business apps, Five9 increases agent productivity by:
- Providing robust telephony features within the Salesforce application
- Delivering CTI screen pops of the appropriate Salesforce records for each call
- Enabling click-to-dial for any phone number in the Salesforce agent desktop
- Automatically synchronizing Salesforce campaign contacts with Five9 calling lists, so that outbound dialing remains in lock-step with CRM campaign activities
- Recording each agent's calls as activities in Salesforce, enabling robust dashboards and analytics from within the application
Comments on the News
"Previously on premise cloud contact center technology and CRM required a systems integrator and months of effort to provide basic capabilities. Today, Five9 provides cloud contact center software that is easily integrated with leading CRM solutions, like Salesforce, so that companies can take advantage of the benefits of the cloud, without lengthy implementations cycles and heavy capital investment."
Mike Burkland, president and CEO, Five9
"Companies around the world are looking to transform into customer companies. And partners such as Five9 are leveraging the power of the Salesforce Platform to help over 150 businesses connect with their customers, partners and employees in entirely new ways"
Ron Huddleston, senior vice president, ISV and Channel, salesforce.com
"We chose Five9 to help automate our cloud contact center capabilities based on cost efficiency, functionality and scalability as well as the Salesforce integration. We are able to easily scale up or down without major contract changes or issues, giving us extreme flexibility in our sales market. The Salesforce integration keeps all of our data available to us at any time we need it. That said, we went from a hand dialing outbound call center to an automated cloud contact center within 30 days and our agents were producing nearly double the amount of appointments daily. Our agents have gone from a lot of dead air time dialing, to being connected to prospects nearly 60 percent of their workday. I strongly recommend this integrated solution for new and growing contact centers."
Justin Hoysradt, vice president of sales and marketing, Abundant Energy Inc.
"Five9 enables American Support to successfully manage leads in Salesforce, while using the power of Five9's cloud contact center solutions to run impactful large scale outbound dialing campaigns. The data captured in these campaigns is completely in synch and the fully integrated solutions help us automate workflow for quality assurance and effective post sales activities. We also have accurate visual representation of contact center data for internal staff, clients, and supervisors to review straight from Salesforce. Not to mention we can access the solution and insight from any mobile device, allowing supervisors to provide near real-time coaching to ensure positive customer experiences and increase agent's productivity."
Matt Zemon, president and CEO, American Support
"With Five9 and Salesforce’s deep integration, the Citrix sales team has one, unified view. You just click on the phone number, it dials, and auto-creates the activity in Salesforce. Everything is associated. You are able to do your sales report from Salesforce, see how many calls are going on, see what is in queue, and how many are going out. It is easy and they are not jumping between different products. When you look at on premise solutions and want the same functionality, you are buying an additional component and configuring it."
Marc Flaum, senior architect, Citrix
"Five9 offered a robust pre-packaged integration to Salesforce and Web Services APIs that helped us to more rapidly respond to evolving customer requirements than we would be able to achieve through custom coding. The drag-and-drop nature of these tools resulted in significant cost savings and less of a demand on our technology team."
Greg Levow, vice president of technology, ExpertPlanet
Five9 is participating in the upcoming Salesforce Customer Company Tour events in New York and Toronto. Please attend these one day events featuring impactful keynotes, breakout sessions, live demos, and networking opportunities to learn more about the Five9 and salesforce.com integrated cloud contact center solutions.
About the Salesforce Platform and the AppExchange
The Salesforce Platform is the world’s most trusted and comprehensive cloud platform for building social and mobile cloud apps. It powers Salesforce CRM, more than 3 million custom apps built by customers and more than 1,800 apps developed by partners in its ecosystem. Apps built on the Salesforce Platform can be easily distributed and marketed through Salesforce.com’s AppExchange.
Five9 is the leading provider of cloud contact center software, bringing the power of the cloud to more than 1,800 customers worldwide and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations of every size transition from premise-based software to the cloud. With unparalleled expertise, technology, and ecosystem of partners, Five9 helps businesses take advantage of secure, reliable, scalable cloud contact center software to create exceptional customer experiences, increase agent productivity and deliver tangible business results. For more information visit www.five9.com.
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