Five9 has announced the latest release of its cloud contact center software, which now includes a new mobile app for contact center supervisors, enhanced multichannel capabilities, a solution and Mac support.
The new Five9 mobile supervisor app for the iPad allows managers to monitor and manage staff from any location, whether it is walking throughout a contact center, in an airport or at a conference. With the new app, supervisors can:
- Text chat with agents from anywhere.
- Monitor queues, stats and agents.
- Listen to calls, whisper or barge-in.
The latest release of the Five9 cloud contact center software also includes new integrations that enable interactions with customers via email and chat. The new Five9 integration with LiveHelpNow email and chat improves agent productivity and customer satisfaction by:
- Eliminating the need for agents to toggle between applications.
- Making it possible for agents to multitask and work on emails and chat while simultaneously taking calls.
- Attaching multiple emails or chats to one case file, creating an ongoing thread of the customer conversation.