Today, we are very pleased to announce the Five9 2014 Summer Release, which delivers an innovative approach to multichannel cloud contact center software.
Included in this release are native multichannel applications that support email, chat, social and mobile interactions. These new applications are powered by Five9 Connect, a unique intelligent technology layer, which includes an advanced Natural Language Processing (NLP) engine to filter and categorize interactions, eliminate spam and determine sentiment; business rules and routing engine that prioritizes and routes interactions based on business policies and needs; and agent assistance tools to help agents quickly resolve issues.
Watch the overview video below to see what’s new:
What does this mean for you?
Improve Customer Engagements With Intelligent Multichannel Capabilities
With the Summer Release, Five9 is delivering an integrated multichannel agent desktop that allows agents to engage with customers across all channels from one easy-to-use desktop. The new multichannel desktop includes social, mobile, chat, and email, in addition to traditional inbound, outbound and blended voice capabilities.
Why is the Summer Release innovative?
Powered by Five9 Connect
The new multichannel capabilities are powered by a unique set of technologies called Five9 Connect. It helps contact centers understand what’s important, relevant and trending; decide how to prioritize, route and assign requests; and quickly resolve issues and improve conversion rates. This allows contact centers to focus their resources on high priority interactions, eliminate wasted time and helps them achieve better business results.
This release gives more control and flexibility for managers with customizable real-time Supervisor Dashboards, a robust Supervisor iPad App, enhanced multichannel reporting with options for a variety of charts to visual data, and more.
To get the full rundown of what’s new, read the News Release or see what’s new on our website.
To see live demonstrations and a complete overview of the new offerings, register for the upcoming Five9 Summer Release webinar.
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