Category: Contact Center

How Booker Software Provides Next Generation Customer Experiences

By Brian Raboin, Vice President Customer Experience, Booker Software

You put the Five9 in my Oracle Service Cloud, or the Oracle Service Cloud in my Five9! Not since the innovation of the Reese’s Peanut Butter Cup has the combination of two great things resulted in something greater than the sum of its parts.

Over the last year at Booker, we have been going through an omnichannel systems project. Continue reading

Customer Journeys Have a Starting Point, But Not an Ending Point

By Mayur Anadkat, VP Product Marketing

Netflix users, don’t you love when you sign on to your account and see a list of suggested shows to watch?

For me, the shows are always right in line with what I enjoy watching. After several years as a Netflix account holder, it’s safe to say that Netflix knows me, and I’m a loyal customer. Continue reading

Plan Your Enterprise Connect 2017 Schedule with Five9

This month, Five9 is gearing up for the technology event of the year, bringing together industry staples like Unified Communications, Cloud, Mobility, Video, WebRTC, with industry vendors, and analysts that focus on the issues surrounding enterprise networks and communications. Enterprise Connect 2017 is March 27-30 in Orlando, Florida and Five9 is excited to sponsor this event and exhibit at booth #535 in the Contact Center Zone. Continue reading

Leading Online English Language School Gives Five9 an A+

By Liz Pedro, Customer Advocacy Director

Founded in 1996, Englishtown is the world’s leading online English language school that provides courses to 20 million students in 80 countries. The company’s 300 seat contact center located in Monterrey, Mexico handles more than 500,000 inbound/outbound calls per month. Continue reading

Why Customer Analytics is the Key to a Better Customer Experience

By Todd Marthaler, Contact Center Analytics Consultant, Calabrio

Your customers have more power than ever. With smartphone in hand, consumers expect anytime, anywhere access to your business. Whether they’re reaching out via a mobile app, your website, the phone or in person, your customers want a consistent, effortless experience every time. And if they don’t get this, consumers are more willing – and more able – than ever to switch.

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Predictive, Proactive and Personalized: The Must-Haves for Innovative Customer Service

By Kevin Gavin, CMO

Traditionally, customer service departments have been slower to adopt change than other areas of business – but today’s empowered consumers have higher expectations and businesses need to adopt new technologies and solutions that are readily accessible in order to satisfy modern consumers. It’s critical that brands regularly seek innovation and embrace new ideas in order to be cutting edge in the ways they offer service. Continue reading