Five9 Intros Summer Release of Virtual Contact Center


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Five9, a provider of cloud software for contact centers, today introduced the Summer Release 2017 of its Virtual Contact Center.

Five9 Summer Release 2017 provides global companies a complete omnichannel solution with a holistic view of their customers' journeys across all touchpoints. With it, companies can distribute interactions to the right agent, regardless of location.

The Five9 Summer Release 2017 includes the following:

  • Modern microservices architecture communicating via REST APIs and additional improvements to its existing microservices Freedom platform, modularizing existing applications, such as voice, email, chat, social, event services, text-to-speech, voice prompts, voice recording, answering machine detection, speech recognition, and customer journey analytics. This is in addition to the list of previously available modules, including app services, stream services, state management, and many more.
  • Carrier-grade softswitch that dynamically selects the best call path between agent and caller and scales to support many thousands of agents.
  • Cloud-agnostic deployment options that leverage both private and public clouds, including Amazon AWS and Microsoft Azure.
  • Global Voice that lets companies extend contact center voice capabilities to all parts of the globe by optimizing voice paths with in-region points of presence.
  • A single global routing engine to find the right resource, anywhere in the world.
  • Language localization and UTF-8 support, allowing businesses to run multilingual and international contact center operations within a single tenant through a fully externalized string architecture that makes it easy to adapt new languages to the platform.
  • Integration to Salesforce and Microsoft Skype for Business.
  • Omnichannel wokforce optimization jointly developed and fully integrated with Verint and Calabrio.

"Five9 is executing on our promise and vision to deliver an end-to-end customer engagement solution. Today's release allows us to serve large enterprises with globally distributed contact centers on a scalable cloud platform," said Mike Burkland, president and CEO of Five9, in a statement. "Five9 Summer Release 2017 is an answer to today’s global enterprises that need a path to digital transformation to engage with their customers on their terms. I'm extremely proud of the entire Five9 team and our strategic partners for bringing it all together with one goal in mind: amazing customer experiences globally."

"This latest release from Five9 makes it the industry’s most scalable and future-proofed cloud contact center platform. The focus on modularity, microservices, and openness enables it to quickly adapt to market trends, a key to sustained market leadership in the digital era. Five9's customers benefit now, as they will realize consistent features regardless of location, but will also have access to the new features faster without having to go through the pain of lengthy upgrade cycles," said Zeus Kerravala, founder and principal analyst at ZK Research, in a statement.