Tagged: cloud software

Q & A with Contact Center Industry Expert Sheila McGee-Smith [Part 2]

By Liz Pedro, Customer Advocacy Director

Last week Sheila McGee-Smith presented at the Five9 2017 Sales Kickoff discussing her insights about the contact center industry and the upcoming forecast for this year. After her presentation we had a quick conversation, diving a little deeper into the contact center.

In case you missed it, click here to read Part 1 of this interview.

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Q & A with Contact Center Industry Expert Sheila McGee-Smith [Part 1]

By Liz Pedro, Customer Advocacy Director

Sheila McGee-Smith, who founded McGee-Smith Analytics in 2001, is a leading communications industry analyst and strategic consultant focused on the contact center and enterprise communications markets. She has a proven track record of accomplishment in new product development, competitive assessment, market research, and sales strategies for communications solutions and services.

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Five9 Named a Winner in 2 Categories of International Business Awards

Current status: Feeling honored.

With last night’s VMA’s, everyone has awards on their brain. Why do these awards matter? Because other people say you’re doing something right. Third party validation is one of the most important forms of recognition as it confirms that things like a strategy, viewpoint or product is accurate. At Five9, being recognized by an independent organization underscores that our company and solutions are on the path to continued success; that we’re doing something right.

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What I’m Expecting at Salesforce World Tour London This Week

By Paul Thomas, Managing Director EMEA

As I am gearing up for Salesforce World Tour London this week at London ExCel on Thursday, 19th May 2016, I am preparing to make the most of my time at this event. This jam-packed London Salesforce attraction with approximately 8,500 attendees has a busy agenda. I am excited to hear from executives, customers and product experts who will discuss and demonstrate to the attendee’s how to transform your business.

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How to Prepare Your Organization for Cloud

This post was originally published here on the Impact Learning Blog.

By Liz Osborn

We all know contact centers face challenges common to many service-oriented businesses: revenues must go up, quality must rise, and everything has to happen faster–while costs are kept in check. To do this, contact centers depend on multiple technology layers. Applications and tools, often sourced from multiple vendors over different time frames, may not play well together, resulting in inefficient, cumbersome overlaps and gaps in functionality.
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head in the clouds

Why Keeping Your Head in the Cloud is a Good Thing

Best practices on operating a global cloud data center from a veteran IT operations executive

This article originally appeared on Telecom Reseller, here.Scott Welch

by Scott Welch, EVP of Cloud Operations, Five9

As cloud technologies continue to flourish and replace older, on-premises solutions, it is important for cloud vendors to recognize the necessity of ensuring smooth and seamless operations. When companies trust their cloud vendor to shoulder the responsibility of running their enterprise applications, the expectation is that the vendor can do it better than the business can do themselves. This means cloud vendors need to have the right team, technology, process and procedures in place to provide continuous access and meet service level agreements. Continue reading

cloud contact center software

5 Reasons Why Contact Center Outsourcers (BPOs) + Cloud Contact Center Solutions Are Better Together

Businesses know that superior customer service translates into higher customer retention. Faced with the significant resources required to offer high quality customer service, businesses often turn to contact center outsourcers to help them navigate the technical and staffing challenges associated with the delivery of great customer service.

With a unique business model, contact center outsourcers greatly benefit from leveraging Continue reading