Five9 Virtual Call Centre Release 8 provides over 100 new features for inbound and outbound call centers
PLEASANTON, Calif. – November 15th, 2010 – Five9 Inc., the leader in on-demand call center software, announced today General Availability (GA) of their Five9 Virtual Call Centre Release 8. The new release adds Speech Recognition to the Five9 IVR (Interactive Voice Response), which may be ordered from Five9 as a standalone product or in combination with either the Five9 Inbound Call Centre or Blended Call Centre.
Additionally, more than 100 new features are provided in the release, including an option for geographic redundancy, a new library of over 100 standard call center reports, expanded Cloud APIs, many enhancements to the inbound and outbound call center software product lines, and more.
For outbound telemarketing and telesales campaigns, the Five9 Virtual Call Centre Release 8 delivers increased agent productivity, using an enhanced predictive dialing algorithm to maximize the time spent handling telephone calls. Further, outbound call center operational efficiency is improved with greater insight into real-time calling list status and enhanced workflow rules for automating campaign management.
For inbound call centers, Release 8 offers improved service levels and reduced call abandonment rates, maximizing the number of calls successfully completed in the IVR through enhancements of skills-based routing and IVR capabilities. The new release also provides dozens of additional fine-grained ACD and IVR reports that help call center managers and administrators optimize their self-service applications and skills-based call routing scripts.
Jim Dvorkin, CTO for Five9, stated, “This release was shaped by our increasing traction with large enterprise accounts, helping Five9 set a new standard for the most advanced inbound and outbound call center capabilities in a reliable, scalable and easy-to-use call center software solution in the cloud. Five9 has the largest engineering team in the on-demand call center industry and we continue to expand on our technological leadership at a rapid pace.”
"As consumer mobile computing and smart phone usage continues to skyrocket, enterprises will increasingly turn to call center solutions that provide them with more advanced IVR capabilities, and self-service voice applications will be a major driver," said Denise Culver, research analyst with Heavy Reading. Culver's latest Heavy Reading IP Services Insider Report, Cloud VoIP Call Centres Gain Traction with Enterprises, further illustrates these trends. "Successful VoIP call center solutions will also deliver robust APIs, especially for large enterprises, which are looking to accelerate their adoption of cloud-based technology and weave tighter integrations with their CRM and other enterprise-wide business applications."
Five9 pioneered the on-demand call center software market in 2001 and with the largest engineering team in the on-demand call center industry continues to enhance its call center product portfolio based on market demand, customer and partner feedback, and a promise to offer companies of all sizes access to sophisticated and innovative call center solutions quickly, at a cost of ownership far lower than traditional premise-based solutions.
Five9 is the leading global provider of on-demand call center software for telemarketing, customer service, and business continuity. The award-winning Five9 Virtual Call Centre and Predictive Dialer serve customers of all sizes on five continents. Customers profit from Five9’s reliable, robust functionality that is fast, easy, and affordable to deploy. For more information, visit www.Five9.com. Like Five9? Tell your friends: www.Facebook.com/CallCentreSoftware
David Van Everen