Award-winning hosted call center solution offers new IVR functionality to deliver wide range of capabilities for inbound call centers.
PLEASANTON, Calif. (December 14, 2004) — Five9, Inc., the leading provider of hosted contact center solutions, today announced advanced interactive voice response (IVR) capabilities for the Five9 Virtual Contact Centre™. The new capabilities are designed to help inbound call centers more efficiently assist their customers by allowing callers to select a menu of options from their touch-tone phone to quickly access the information they need or be transferred to the correct call center agent.
"We are constantly looking for ways to expand our capabilities and help keep costs down for our customers," said Sharon Grossman, president of XAct TeleSolutions. "The enhanced IVR functionality in the Five9 Virtual Contact Centre has made us more competitive and provides more options for the routing of incoming calls The ability to automatically route specified calls out to our customer's operation has created more seamless integration between our call center and the customer's internal support staff."
The enhanced IVR capabilities include:
Graphical IVR Call Flow Designer – which accommodates simple or complex call scenarios through an easy to use interface. With this new feature, users can create anything from simple announcements to sophisticated multi-prompt interactive customer service menus in minutes, and add or delete branches and prompts as required.
Export and Import IVR Flows – which provides call centers running multiple campaigns and/or with multiple clients to import or export IVR flows between campaigns, representing a huge time-savings because they can now draw one branch and import to other campaigns that require the same call structure.
User Recordable Voice Prompts – which enable call centers to instantly create their own recordings, or import professionally recorded prompts. Administrators can change their recorded messages to better service callers and include seasonal or timely messages.
In addition to these features, the new IVR capabilities offer easy-to-use call routing which enables incoming calls to be sent to appropriate agents based on availability or skill, and allows calls to be forwarded to a third party in cases where it's after-hours or no agents are available. The new IVR functionality also enables call centers to quickly create loops, branching, and collect caller information.
"As we continue to expand internationally, our customers have asked us for enhanced IVR capabilities that integrate our high quality VoIP capabilities with the ability to instantly create or change inbound call center functionality depending on their needs," said Sanjay Mehta, SVP, Customer Care and Operations at Five9. "These features offer them an easy-to-use way to expand their businesses and increase their call center service by ensuring that customer calls are answered quickly and by the right agent."
The enhanced IVR is available now, and is automatically delivered as a free upgrade to Five9 customers.
About The Five9 Virtual Call Centre™
The Five9 Virtual Call Centre™ enables companies of any size to build a comprehensive, feature-rich contact center - anywhere in the world - without any hardware, software, or upfront capital expenditures. In addition to the cost savings, Five9's on-demand service allows for easy set-up and administration of at-home agent workforces as well as single-site or distributed, multi-site centers to act as one, regardless of geographic location.
Built from the ground up by Five9 to eliminate third-party license fees and ensure costs are kept low, any business with just a PC and a broadband connection can afford a comprehensive suite of applications including: Automatic Call Distribution (ACD), Predictive Dialer, Customer Relationship Management (CRM), Interactive Voice Response (IVR), Computer Telephony (CTI), Remote Agent Capabilities, Skills-based Routing, Recording, Silent Monitoring, Real-time Reporting, Chat, and Centralized Management.
About Five9, Inc.
Five9 is the leading global provider of on-demand call center solutions for customer interaction management. The award-winning Five9 Virtual Call Centre™ targets small- to midsized call centers, contact center operations of large enterprises, and companies that provide outsourced call center services. Companies on five continents profit from Five9's reliable, robust functionality that is fast, easy, and affordable to deploy for any call center. For more information, visit http://www.five9.com.