Five9 Adds Intelligent Contact Center Features in Spring Release

Five9, a provider of cloud contact center software for the digital enterprise, has introduced its Spring Release 2019 with greater use of artificial intelligence and heightened adaptability, reliability, scalability, and security.

"Today's consumers have more choices than ever and will abandon a brand quickly if their expectations are not met," said Rowan Trollope, CEO of Five9, in a statement. "The cloud and technologies like artificial intelligence will transform the contact center more in the next five years than all the technologies from the past 25. Companies need a cloud contact center that is not only highly reliable and secure, but also adaptable to meet their specific business needs for today and into the future."

The Spring Release 2019 introduces the following capabilities and updates:

  • Expanded Software Development Kit (SDK) capabilities that enable customers to adapt the Five9 application.
  • Integrations with third-party applications through an updated Customer Relationship Management SDK and an SDK for Unified Communications integrations.
  • New integrations to leading unified communications (UC) providers that allow agents to consult with back-office experts through shared directory and presence, along with the ability to call and conference employees across the enterprise.
  • Enhanced integration with, Microsoft Dynamics, ServiceNow, and Oracle CRMs.
  • Updates to Five9 WFO, powered by Verint.
  • In-region voice points-of-presence (PoPs), including Dublin, Ireland and Sao Paulo, Brazil, to enable enterprises to extend their contact center voice capabilities to all parts of the globe.
  • AI integration with third-party voicebots so voicebot calls can be transferred to agents, who receive the full context and outcomes of the conversation with the voicebot.
  • A significant increase in the agent seat capacity.
  • Five9 Gamification.
  • Additional enhancements for Five9 Performance Dashboard, the multi-role, visually dynamic real-time and historical wallboard and dashboard. The enhancements include additional language support and UX enhancements.
  • Enhancements to the Five9 Supervisor Plus application. Also added is expanded language support for French Canadian, Spanish, Brazilian Portuguese, French, and German.
  • Introduction of a Five9 native WebRTC offering.
"Companies are looking for an intelligent contact center that unlocks information to provide agents and automated systems with data relevant to the customer and their current situation," said Sheila McGee-Smith, president and principal analyst at McGee-Smith Analytics, in a statement. "The ability to leverage this information in the moment and not via the usual post-hoc reports will be a key differentiator for those brands that want to excel in customer service."