Five9 is an industry leader in providing cloud contact center solutions. Five9 can provide a complete contact center solution including full inbound, outbound, blended agent, multichannel and more – all completely deployed from the cloud.

The results are faster deployments and ROI, simpler integration to other applications, like CRM, especially when they are also cloud based, the ability to leverage more advanced features without installing a lot of hardware and a single, all-inclusive fee that negates a large upfront capital investment. Five9 can do all this while freeing up IT resources to focus on other strategic areas of the business.

The prime goal of Five9 has been to simplify contact center operations so they can improve their customer experience cost effectively. In the past, while premise-bases systems promised so much, the increased sophistication also increased the burden on customer contact center IT and operations teams; integrating many different servers and systems that ultimately failed to live up to their potential. Handling updates and upgrades only added to the challenge, while the many maintenance contracts consumed a bigger portion of the budget.

With Five9, your agents only needs a computer, headset and Internet access. That’s it. Five9 takes care of the rest.

By offloading all the ‘noise’ of implementing, updating and managing technology, the contact center team can focus on their core goals.

Five9 provides a holistic contact center solution. Due to its design, creating a true multichannel contact center, including social media, email, chat and mobile is cinch – they are built right into the platform; while integrating to other applications like Salesforce.com, Microsoft Dynamics and more are done right out of the box.

Five9 uses an innovative approach called Five9 Connect, that powers media channels with a set of intelligent technologies including Natural Language Processing or NLP. The NLP engine filters and categorizes interactions, eliminates spam and even determines sentiment. A business rules and routing engine prioritizes and distributes ‘interactions’ to the appropriate agent based on the contact center’s unique business policies.

Not only does this simplify and reduce the time to create a true Multichannel contact center but increases productivity by assisting agents in resolving customer issues faster. Agents move seamlessly between social media, mobile care, live chat, email as well as voice calls.

Understanding that using a cloud solution will be a concern for some companies, in terms of up-time and reliability, Five9 have always been transparent. Five9 is the only cloud vendor in the marketplace to publish up-time statistics.

Five9 is an exciting evolution in contact center technology. Today’s consumer is more demanding than ever before, simply because they can be; requiring access any time of day, using any media from any location. Meeting those needs become table stakes for any contact center. Struggling to pull together the many pieces of hardware and software, becoming experts in integrating them together, should not be the required skill-set for contact center operations; it should be understanding their consumer’s requirements and how to best manage agents.