Tagged: CTI

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

Exceed Customers’ Expectations or Risk Being Left Behind

By Dan Burkland, EVP Global Sales and Services

Today, more than ever, consumers are demanding more from the companies they interact with on a regular basis. While companies scurry to implement machine learning and leverage artificial intelligence (AI) and bots to deliver answers to basic questions, there is no question that, when human interaction is desired – expectations of the consumer have been raised to new levels. Continue reading

Cloud Contact Centre and CRM Solutions – The Perfect Combination

By Paul Thomas, Managing Director EMEA

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.

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7 Tips For Dreamforce

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.

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It’s The Season of Harvest at Oracle OpenWorld

By Scott Black, Director of Business Development

Fall is my favorite season and typically signifies autumnal changes that you expect to see, such as: changes in color, changes in temperature, and an anticipation for the fall harvest. In a similar fashion, I’m excited about the transformations we’re experiencing with one of our key strategic partners, Oracle, and the synergies we expect to have during Oracle OpenWorld (OOW) this week in San Francisco.

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Five9 + Salesforce = Better Together

By Mike Burkland, President & CEO of Five9

Salesforce recently announced that they are piloting Open CTI for the Lightning Experience in the Salesforce Summer ’16 release — with Five9 cloud contact center solution as a proof point for the CTI-empowered Lightning Experience. Read the full Salesforce blog post here: Lightning Strikes Open CTI: Why Voice Matters Now More Than Ever. Our success with Open CTI for the Lightning Experience is just the latest of a succession of Five9 innovations that demonstrate the power of integrating with Salesforce, including Sales Cloud and Service Cloud, Omni-Channel and Lightning CTI.

Salesforce and Five9 are in the business of changing the game by enabling an intelligent, state of the art experience for the omnichannel customer journey.

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Addressing Contact Center Surges Starts By Preparing in Advance

This article was originally published by ICMI, here.

By Liz Osborn

Imagine the chaos during peak times for customer service: florists on Valentine’s Day, retailers during the holidays, tax planners around April 15th and the application period for online schooling. One of the biggest challenges contact centers face is being able to quickly address staffing surges and peaks in activities in a short amount of time. Today, cloud technology and at-home agents are helping mitigate some of that chaos. Continue reading

Contact Center Evolution Part Two

The Evolution of the Contact Center: Part 2 of 5 [SLIDESHARE]

This year marks the 25th Anniversary of Enterprise Connect, an event that gathers the most qualified technology professionals and business decision-makers in one place focused specifically on contact center and general customer service tools. In honor of this milestone, Five9 has pulled together 25 key stages in the evolution of contact center technology, and what we expect the next significant advancements to be.

Part Two: Technology Evolves Continue reading

Direct From Dreamforce: 10 Reasons To Put Phone Inside the Agent Console

There are too many sessions to count at Dreamforce, and you’re bound to miss some good ones – so, if you missed it – here’s the recap from Salesforce.com’s CTI integration session – Putting Phone Inside the Agent Console.

To start, here’s why you shouldn’t ignore phone: Continue reading

2014 Software Advice BuyerView Call Center Software Report

Every year, Software Advice talks with thousands of buyers searching for call center software, many of which find them on the web. These conversations provide unparalleled insight into the needs of call centers and the industries that use them.

Software Advice recently analyzed a random selection of 385 of these interactions to uncover demographic information about call center software buyers, identify their most common pain points and pinpoint the features they most desire in new call center software.

Key Findings: Continue reading