Five9 Virtual Contact Center to Boost Customer Experience for Financial Services Company

By CIOReview | Tuesday, January 12, 2016

SAN RAMON, CA: A financial services company selects Five9, a provider of cloud contact center software, to accelerate the growth of its contact center. The financial company also implements advanced reporting and analytics and Five9 Workforce Management into its operation.

Five9 Virtual Contact Center (VCC) platform allows organizations to centralize their contact center infrastructure by migrating to Five9 Cloud technology. It offers automated call distributor (ACD) with skills based routing, voice self service (IVR), outbound dialers and computer telephony integration. It includes a multi channel solution comprising of phone, web, chat, email and social channels. Additionally, it provides various assistance tools like Natural Language Processing (NLP) and management applications such as quality management and real-time reporting. Five9 VCC will enhance customer experience for the financial services company and support the growth of their contact center.

Along with the Contact Center Software, the financial company will also implement Five9 advanced reporting and analytics, and workforce management (WFM). Five9 WFM software powered by NICE systems provides forecasting and scheduling tools to build a staffing model appropriate to the enterprise. It collects ACD and outbound dialer historical data from the Five9 VCC to align resource needs and calling patterns to reduce labor costs.

“The financial industry, like most industries, will benefit from customer insights provided by advanced reporting solutions in their contact center. The Five9 solution provides contact center agents with an exceptional experience, which ultimately impacts the customer experience,” says Mike Burkland, President and CEO, Five9.