Five9’s New Release Incorporates Real-Time Call Center Analytics with Microsoft Excel
Five9 yesterday announced the immediate availability of the Five9 Virtual Call Center 6.0, which features real-time call center dashboards within Microsoft Excel and provides call center supervisors with the ability to analyze call center performance metrics and make decisions based on real-time information.
The new application allows call center managers to set up customizable alerts through Microsoft Excel to alert them in real-time when any performance indicators exceed allowed thresholds.
Other new features in Five9 Virtual Call Center 6.0 include:
• More than 30 real-time performance indicators;
• Intelligent call routing;
• Additional call center performance reports; and
• Customizable agent hot keys that increase the efficiency of the call center users.