Five9 Upgrades Virtual Contact Center With Analytics

The latest version of Five9’s Virtual Contact Center (VCC) modernizes the contact center so businesses can deliver a personalized and proactive omnichannel experience, meeting the demands of today’s digital buyer.

FEATURES/FUNCTIONALITY

This version of the Five9 VCC addresses buyer’s expectations to engage with a service or support center through various channels — such as voice, web, chat, email, video and social media — by providing marketers with key insights into the journey of each buyer. The product also allows for engagement between channels.

­Additional features include:

• Omnichannel capabilities;
• Customer journey analytics and lifetime journey visualization;
• Proactive engagement with buyers; and
• Personalized service.

TARGETED USERS

Any company in any vertical with a contact center will benefit from using the Five9 VCC. 

COMPATIBILITY

Five9 offers a highly integrated contact center ecosystem for the cloud. Its web-based architecture with an open REST API layer enables both out-of-box and custom integrations. Additionally, it provides an integration to Skype for Business, extending the reach of agents to knowledge worker experts.

Five9 also has strategic partnerships with deep integration and aligned roadmaps with Salesforce, Oracle Service Cloud, Microsoft Dynamics, Zendesk, NetSuite and Velocify.

DELIVERY/PRICING MODELS

Pricing starts at $100 per concurrent seat, per month.

COMPETITIVE POSITIONING

Five9’s VCC allows contact centers to modernize the way they engage with today’s more demanding buyers. The new release provides strong analytics and a visualization of the customer journey that enables contact center agents to provide proactive and personalized service to earn strong brand loyalty.

CONTACT