Five9 Releases Updated Cloud Contact Center Software

Five9 announced the latest release of its cloud contact center software that includes a new mobile app for contact center supervisors, enhanced multichannel capabilities, a PCI compliance 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 with agents from anywhere; monitor queues, stats and agents; and listen to calls, whisper or barge in.

Additionally, the software now 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.

Another feature bolsters Five9's PCI compliance offerings by integrating KomBea  software which allows agents using Five9 to securely exchange sensitive information with customers over the phone.

"Supervising agents is a key element of running an effective contact center,” said Tom Schollmeyer, CTO, Five9, in a statement. “By empowering managers to leave their desk and walk among agents while accessing real-time data about call volumes, quality and abandonment rates, we are creating a dynamic environment where adjustments can be made on the fly."