Five9's Cloud Computing Comes to Call Centers
Five9, a provider of on-demand call center software, announced today the general availability of its Virtual Call Center Suite 7.1. The new release includes a new workforce management offering, and a wealth of additional features focused on call center efficiency and cost reductions. Five9’s Software-as-a-Service (SaaS) suite is now available to customers across all industry sectors and call center applications.
The new workforce management solution enables Five9 customers to forecast their call volumes, schedule their agents accordingly, monitor planned vs. actual call center performance in real time, and make any necessary adjustments. Additional capabilities delivered in the new release include agent reason codes, supervisor whisper coaching and barge-in, and improved intraday reporting.
“In recent years, the concepts of Cloud Computing and Software-as-a-Service have been widely adopted by customers. The call center industry is no exception. More than ever, companies are turning to Five9 as a leader in delivering call center software on demand, rather than continuing to invest in capital expenditures for on-premise software and hardware,” said Jim Dvorkin, Five9's chief technical officer.
“Given the current economic climate, we are seeing a lot of customers and prospects focusing on measuring and improving call center operational efficiency and agent productivity as a way of aligning their costs – and our new release gives them more ways to accomplish these goals,” continued Dvorkin.
Five9 entered the cloud computing market for call centers in 2001. From a pioneer in delivering Software-as-a-Service to a market leader, Five9 continues to enhance our call center product portfolio based on market demand, customer and partner feedback, and a promise to offer small and medium businesses access to sophisticated technology quickly and affordably. With one of the largest engineering and development centers in its market category, Five9 customers can count on new applications that are highly relevant and reliable in today’s world.