Tagged: Five9

Creating High-Performing Sales Teams: Q&A with the Five9 Director of Sales Development

Earlier this month, Five9 Director of Sales Development, Kristina McMillan, hosted a webinar where she discussed the 3 pillars that have helped create a high-performing sales development team at Five9: people, technology, and culture. In her presentation, Kristina discussed how Five9 created an efficient process for turning leads into high-value sales opportunities through an innovative approach to hiring, training, coaching, and ultimately, transforming the sales development team into a high-performing unit.

At the end of the webinar, Kristina answered a number of fantastic questions. Catch the recap of the Q&A here:

Q: What sort of gamification do you use?
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Episode 3: The Multichannel Agent Challenge #FollowMeOnTweeter

In case you missed it, check out Episode 3 of Success Calls to see how Carl and Windy are using multichannel solutions to improve agent efficiency:

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And don’t forget to get your FREE copy of Practical/Tactical: A 32-page Guide to Maximizing Agent Efficiency:

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Interview with Five9 SVP of Social & Mobile, Lance Fried [VIDEO]

Lance Fried and TMCnet CEO, Rich Tehrani, talk Summer Release 2014; multichannel, Five9 Connect, and unified reporting and monitoring. Tehrani and Fried also discuss the power of social influence, prioritization, and the growth of social customer care.

Watch the video:

To learn more about the Five9 Summer Release:

Watch demonstrations of the new Summer Release 2014 Multichannel Applications, here.

Read what industry analysts Sheila McGee-Smith of McGee-Smith Analytics, and Dan Miller of Opus Research said about Five9 Summer Release, here.

Learn more about Five9 Connect, here.

What’s Your Contact Center’s Path? [INFOGRAPHIC]

For contact centers, there are two well-traveled paths into the world of efficient, effective customer engagement. There’s the outbound path, and the inbound path. You might travel one, the other, or both.

Follow the infographic guide below to find your way through Contact Center Depot and discover new opportunities to do things better, and find tools that can help.

Click image to enlarge, or click here to download your own copy of the Yes You Can! INFOGRAPHIC Guide.

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Looking for more helpful guides?
Download 7 best practices and 10 powerful tools that organizations can use to grow faster.

Widespread Industry Analyst Praise for The Five9 Summer Release 2014

Last week we launched the latest version of our multichannel cloud contact center software, announcing four new native multichannel applications (email, chat, social, and mobile) as well as an intelligent technology layer called Five9 Connect. Read more about the release and see what else is new.

The Five9 Summer Release 2014 received accolades from numerous contact center industry experts, for example:

Keith Dawson, principal analyst, Ovum

Keith Dawson

“The tendency of customers to gravitate towards complex multichannel interactions makes it more important than ever for service providers like Five9 to provide a clean, simple way for enterprises to manage those interactions. With Five9 Connect and the other enhancements Continue reading

Why Brands Struggle to Care for the Connected Consumer [SLIDESHARE]

Consumers are now more connected and more demanding than ever before.

As highlighted in the presentation below, 86% of surveyed consumers reported that they would be more satisfied if offered their channel of preference and half would move to a competitor that did offer their preferred channel.

Meanwhile, brands increasingly realize the importance of engaging with consumers not only through 800 numbers but also through social, mobile, email, chat and self-service channels.

However, the increasing complexity of dealing with so many customers across so many channels has presented brands with a wide variety of new obstacles.

Please take a look at the presentation below to learn more about the survey findings in addition to key challenges organizations face when attempting offer multichannel customer care.

Tweet This: Why Brands Struggle to Care for the #ConnectedConsumer [SLIDESHARE] via @Five9 http://bit.ly/1pl3ZFU #multichannel #cloud #cctr

I also encourage you to register for our webinar on June 18th, to find out how the Five9 Summer Release can help you overcome many of the challenges highlighted in this presentation.

Announcing Email, Chat, Social, and Mobile Capabilities Powered by Five9 Connect [VIDEO]

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.

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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.

Five9 Connect copy

What else?

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.

Tweet This:Today @Five9 introduces innovative Five9 Connect, #multichannel capabilities & platform enhancements for #cloud #cctr http://bit.ly/1oNRxwC

Episode 2: All Hat, No Cattle [VIDEO]

Episode 2 of “Success Calls…(and Emails, Tweets & Chats)” is here! Carl has a new gig, and has big dreams for the business’ future. When Carl’s unconventional methods fall flat, luckily, Windy knows exactly what to do.

Watch the full episode below to find out how Windy is using cloud contact center innovations to meet the needs of a growing business.

Wondering how you can expand your contact center capability? Download a FREE copy of “7 Tactical Reasons to Utilize Cloud Contact Center Software” here.

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