Five9, Inc: Augmenting Contact Center Services through Cloud

Mike Burkl, President & CEO
The contact center industry is leveraging cloud technology to deliver mission-critical applications as well as enhance customer experience. Although the cloud contact center software speeds time-to-market by eliminating infrastructure and resource problems, many CIOs still left to face the problem of bringing together the customer data from disparate sources. The need for the hour is the assistance from a solution provider to ensure that the right customer data gets to the appropriate contact center agent, at the right time. “Oracle is also shifting its focus and attention toward cloud solutions for positive customer experience with its services and Sales Cloud solutions,” opines Mike Burkland, CEO, Five9, Inc [NASDAQ: FIVN]. The CA-based company, Five9, integrates with Oracle solutions to deliver customer relationship management (CRM) content to help its clients match their customer interactions with relevant resource agents. “We deploy, integrate, and upgrade the ongoing customizations of services and Sales Cloud applications for the customers to make their client interactions as valuable as possible,” says Burkland.

Through Oracle Service Cloud, Five9 allows customers to build their own contact center and delivers a cloud multi-channel contact center for blended agents across self-service, voice, social, mobile, email, and chat. Clients can also asses the cause for the customer inquiry and subject matter using Five9’s Natural Language Processor (NLP), and route the text or social post inquiry to the appropriate resources.

Being a gold level member of the Oracle Partner Network, Five9 has achieved the Oracle Validated Integration on Virtual Contact Center (VCC) with Oracle Service Cloud/ RightNow. “This integration includes, but is not limited to Automatic Computer Telephony Integration (CTI) Screen Pops, Voice Channel Call Delivery, and Click-to-Dial Support,” informs Burkland. Further, the company’s collaboration with Oracle helps it apply predictive and power-dialing solutions from an outbound perspective to enable customers optimize Oracle CRM data. Whether the data list is generated from the CRM or elsewhere, Five9’s Virtual Contact Center (VCC) evaluates the information and uses it to determine the most effective agent at the moment to resolve customers’ inquiry.


Five9 deploys, integrates, and upgrades the ongoing customizations of services and Sales Cloud applications for the customers to make their client interactions as valuable as possible


Additionally, the VCC provides the agents with the solutions and information that are needed to excel by offering an intuitive interface, thereby linking customer context from different channels, and pushing dynamic guidance. Five9 also helps organizations to minimize costs while reaching as many of their prospects, ultimately impacting its clients’ bottom line. In scenarios where the incoming inquiries are less, the company also triggers an outbound campaign and distributes those inquiries to the right agents available at that moment.

Five9’s customer base includes some of the leading organizations including McKesson, Abercrombie & Fitch, Siemens, U.S. Bank, and NetSuite. The successful and long-standing customer association of the company adds credence to the thought leadership and work philosophies of Burkland as the CEO. “To manage the company is a lot like being a player-coach of a successful sports team,” he adds. “By recruiting great athletes and developing a playbook for teamwork and success, we strive to motivate, build chemistry, and track the performance to drive improvement at team-level.” Today, over 2,000 companies run their contact centers on Five9 cloud software to manage functions ranging from customer service and support, to marketing and sales. With a mission to innovate end-to-end solution, Five9 plans forge ahead by continuing its focus on designing solutions for enterprise contact centers.

Company
Five9, Inc

Headquarters
San Ramon, CA

Management
Mike Burkl, President & CEO

Description
An innovative technology layer which connects our multichannel applications, delivering better customer engagements, faster response times and empowered agents