Five9 to Bring Contact Centre and CRM Together in the Cloud, Creating a Comprehensive Customer Service Agent Desktop
SAN RAMON, Calif. and SAN FRANCISCO – September 23, 2013
– Today, from Oracle OpenWorld, Five9
, a Gold level member of Oracle PartnerNetwork (OPN), announced it has achieved Oracle Validated Integration of its cloud contact center software with Oracle Service Cloud, part of Oracle RightNow.
By connecting Five9
to the Oracle Service Cloud, enterprises can enjoy a new level of functionality with embedded telephony resources that enhance customer service desktops to enable comprehensive customer relationship management features in a single application.
To achieve Oracle Validated Integration, Oracle partners are required to meet a stringent set of requirements that are based on the needs and priorities of the customers.
"Oracle Validated Integration applies a rigorous technical review and test process. Achieving Oracle Validated Integration through Oracle PartnerNetwork gives our customers confidence that the integration between Five9’s cloud contact center software and Oracle Service Cloud has been validated and that the products work together as designed. This helps reduce deployment risk and improves the user experience for our joint customers."
-- Kevin O'Brien, senior director, ISV and SaaS Strategy, Oracle
The integration with Five9
lets Oracle Service Cloud users log in and leverage the availability of telephony controls on the agent desktop. This includes:
- Automatic CTI screen pops on the Oracle Service Cloud desktop; coupled with call delivery, agents get the relevant information needed to actively engage with customers
- Softphone telephony capabilities, such as click-to-dial, right at the agents fingertips
- An intuitive interface that does not involve switching screens
"Contact center software on its own helps organizations create efficiencies and boost agent productivity. Customer relationship management software, like Oracle RightNow Cloud Service, enables companies to deliver exceptional experiences by tracking every customer engagement. When they come together, it empowers organizations to efficiently deliver stellar customer experiences, while minimizing costs."
-- Liz Osborn, vice president of product and solution marketing, Five9
Visit Five9 at Oracle Open World
will be demonstrating its integration with Oracle Service Cloud at Oracle OpenWorld. To see a demo, visit the Five9 booth #3316 or attend the Five9 session on Wednesday, September 25th at 10:00 a.m. - 10:20 a.m. PT in the CX Industry Showcase Theater.
Five9 is a leading provider of cloud contact center software, bringing the power of the cloud to thousands of 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 experience, 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
About Oracle Validated Integration
Oracle Validated Integration, available through the Oracle PartnerNetwork (OPN), gives customers confidence that the integration of complementary partner software products with Oracle Applications and specific Oracle Fusion Middleware solutions have been validated, and the products work together as designed. This can help customers reduce risk, improve system implementation cycles, and provide for smoother upgrades and simpler maintenance. Oracle Validated Integration applies a rigorous technical process to review partner integrations. Partners who have successfully completed the program are authorized to use the “Oracle Validated Integration” logo. For more information, please visit Oracle.com at http://www.oracle.com/us/partnerships/solutions/index.html.
About Oracle PartnerNetwork
Oracle PartnerNetwork (OPN) Specialized is the latest version of Oracle's partner program that provides partners with tools to better develop, sell and implement Oracle solutions. OPN Specialized offers resources to train and support specialized knowledge of Oracle products and solutions and has evolved to recognize Oracle's growing product portfolio, partner base and business opportunity. Key to the latest enhancements to OPN is the ability for partners to differentiate through Specializations. Specializations are achieved through competency development, business results, expertise and proven success. To find out more visit http://www.oracle.com/partners.
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Analyst & Media Contacts:
Chaundera Wolfe, Five9