Today, more and more enterprises are adopting cloud-based technology in all areas of business operations to bring greater benefits, like cost savings, ease of integration, and scalability.
In the on-premise world, your customer insights are most likely tied to an existing platform as an independent, stand-alone solution, which is not connected with other corporate systems. On-premise solutions are slow to change, and in a rapidly changing business environment, that is unacceptable.
IDC recently measured the sheer breadth of the Salesforce ecosystem, sharing the milestone achievements from customers and partners. As a proud partner and cloud leader, Five9 is ecstatic about this news.
The IDC report offers some mind-blowing stats related to the enormous size of future opportunities for cloud-based partnerships. For a company that was also born in the cloud, Five9 can most definitely relate: Continue reading →
It’s that time of year again when the hotels, restaurants and Ubers surrounding Moscone Center are packed with Dreamforce goers. Each year Dreamforce is determined to out-do themselves with a bigger and better event than the last year. With the conference just one week away, we’ve included 7 tips for Dreamforce survival.
I had the great opportunity to attend Oracle OpenWorld, Oracle’s annual user conference in San Francisco covering all products and solutions. Oracle’s product line now spans everything from databases, enterprise applications, middleware, hardware, cloud infrastructure, SaaS applications, enterprise services, and more. I spent my time focused on the cloud applications and in particular the Customer Experience (CX) portfolio. Oracle’s CX solutions cover the Sales, Marketing, Service, Commerce, Social, configure, price and quote (CPQ) business processes. As any customer sure knows, to have a truly positive experience with a business, it requires seamless interactions across these business processes. Customers want to feel as if they are talking to one company, as opposed to five or six different people across different departments of a company.
We have all had the following experience: You call into a customer service line and an interactive voice response (IVR) guides you through options such as billing, customer support, or technical support by pressing numbers on a keypad. Once you’ve picked through the available options, the IVR then asks you for your name, your account number, and your social security number.
In a world of cloud-based systems, integration with cloud-based customer relationship management (CRM) solutions are a must have. Cloud technology is designed to be easy to use, customise and scale. In the digital age, everything needs to be intuitive and at our fingertips. A contact centre provider integrating with your CRM solution is the only way you can have it all.
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.
Customers calling into your call center are likely doing so because they are unable to sort out a problem on their own, they require technical assistance or assistance is required to complete a transaction. No matter the reason they’re calling, when they do connect with an agent they expect representatives to be courteous, professional, and knowledgeable and provide quick resolution to their issue.
Agent training often targets product knowledge, efficiency and customer service basics, but these skills are can either be hurt or helped, depending on the CRM software your organization is using. Delivering excellent customer service means agentsÂ need quick access to customer history, billing and shipping information, and current service and product information. Continue reading →
The event that takes over San Francisco streets, hotels, restaurants, and Uber cars is just over one week away, and we’re getting pretty excited about it. One of the groups at Five9 that gets the most jazzed about Dreamforce is our product management team. Why? Because Dreamforce gives them the chance to show off their pride and joy; the products that they work on relentlessly day in and day out. Continue reading →