Five9 Announces Cloud Computing Platform for Call Centers, Version 2
Five9, a provider of on-demand call center software, announced today general availability of the second generation of its Cloud Computing Platform for Call Centers.
The platform provides a set of Five9 Cloud application programming interfaces (APIs) based on Web services technology, enabling advanced software integrations with other applications and services, such as the prepackaged integrations that Five9 provides for its partners Salesforce, NetSuite, RightNow, and Leads360.
Version 2 of the platform includes a Reporting Web Services API, which can be used to retrieve historical information for data warehousing and analytics, workforce management applications, and more. Also included in the platform is a Statistics Web Services API, providing real-time metrics for a variety of uses, including wallboard displays and agent adherence monitoring.
Coupled with the enhanced Five9 IVR with Speech Recognition, the cloud computing platform offers a powerful solution for building integrated call center applications that leverage business data from Five9 as well as any Web service used by an enterprise. For example, financial institutions can provide robust voice applications that take advantage of existing online services, enabling customers to use any phone to check account balances, transfer funds, or make payments, all while preserving call center resources for more complex, high-value client interactions. And, using Five9’s automated voice message broadcasting capabilities, businesses can leverage similar information to proactively notify customers of upcoming payments, product shipments, past-due accounts, suspected fraud, and more.
“Since the company’s inception, Five9 has recognized that in order to spur customer adoption, cloud computing solutions must deliver sophisticated integration capabilities," said Jim Dvorkin, chief technology officer of Five9. "By extending the industry’s first cloud computing platform for call centers, Five9 is setting the standard for call center integration in the cloud.”