Tagged: call center week

IQPC Call Center Week Recap: Partners In Action

By Walt Rossi, VP Business Development

Vegas – we meet again! I am no stranger to this place. Many conferences are held in the entertainment capital of the world. And what better place to hold the world’s largest contact center conference. I’m talking about IQPC Call Center Week. Last week I attended the 17th annual conference that welcomed over 2,000 attendees, more than 200 technology solution providers, and over 130 speakers. According to the last year’s post show report, attendees at this event have global responsibilities (30%), have more than five years in strategic contact center or customer experience role (58%), are attending to optimize their current centers (82%), and are launching and planning for a new center (19%). With that is a tremendous amount of opportunities to see what is going on in the industry right now.

In the city of Las Vegas, where everything is an orchestrated show, it was great to see un-orchestrated examples of partnerships in action.

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IQPC Call Center Week

Call Center Week is finally here! Read further for all the details you’ll need to know about Five9’s presence at IQPC Call Center Week in Las Vegas.

The Five9 exhibition booth (#1018) will be open for live demos and raffle giveaways Wednesday (9am-6pm) and Thursday (9am-5pm).

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Live From Vegas: Latest Five9 Cloud Contact Center Release

The following post is by Liz Osborn, vice president of product and solution marketing at Five9. You can follow Liz on Twitter @lizobiker.

Vegas

I’m here at IQPC Call Center Week in Las Vegas and there’s quite a bit of buzz about the latest release of the Five9 Cloud Contact Center software; this latest version taps into several strategic partnerships designed to enhance our offering and give contact centers the most robust solution available in the cloud. I’m excited to share the details…

First, we are delivering advanced integration with salesforce.com. We have extended our integration to include support for their Open CTI architecture. Salesforce Open CTI offers an entirely new and empowering approach to CTI. Its cloud based delivery significantly and positively impacts maintenance, innovation and robustness.

Now would also be a good time to mention – more than 150 organizations currently use Five9 and Salesforce to create an integrated cloud CRM and contact center environment. Basically, when a contact center uses Five9 within the Salesforce Platform, they see an increase in agent productivity coming from:

  • Robust telephony features within the Salesforce application
  • CTI screen pops of the appropriate Salesforce records for each call
  • Click-to-dial for any phone number in the Salesforce agent desktop
  • Automatically synchronizing Salesforce campaign contacts with Five9 calling lists

In addition to our support for Salesforce Open CTI, our latest release includes:

A new mobile supervisor app for the iPad – This allows managers to monitor and manage agents from any location. 

Multi-channel capabilities – Our new integration with LiveHelpNow enables interactions with customers via email and chat.

PCI Options with KomBea – A new integration with KomBea that allows agents using Five9 to securely exchange credit card information with customers over the phone.

Support for Mac – Based on market demand, the latest release of Five9 software now supports Mac environments.

If you are at Call Center Week, stop by our booth to see a demo. Otherwise, join us for a virtual demo on Wednesday, June 19 at 10:00am PT (to register, click here).