IQMS Enhances its Engagement with their Customers Using Five9

By CIOReview | Thursday, March 10, 2016

FREMONT, CA: IQMS, a leading manufacturing ERP software and manufacturing execution system (MES) company, has announced the implementation of the Five9 Virtual Contact Center to their workflow. Using Five9’s cloud-based contact center software, IQMS is enhancing customers’ experience by quickly routing users to the right support representative—reducing the time it takes for them to get the answers and assistance they need.

IQMS combines ERP and manufacturing execution system (MES) to give manufacturers a comprehensive end-to-end suite for running the business, backed by the real-time performance and scalability that companies demand. IQMS delivers traditional ERP functionality for accounting, sales orders, material requirements, inventory and purchasing ­— plus it extends native features for CRM, human resources, production scheduling, shop floor control, and warehouse and quality modules. On the other side, Five9 is a leading provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers.

Five9’s software has been integrated with the IQMS EnterpriseIQ customer relationship management (CRM) module from the IQMS EnterpriseIQ enterprise resource planning (ERP) system, which IQMS uses internally to manage its own customer interactions. As a result, when a customer contacts IQMS, Five9 directs the call to the most appropriate agent and triggers the CRM software to provide the agent with a screen pop-up identifying who is calling.

The first phase of the Five9 deployment at IQMS covers phone calls and is now up and running which brings IQMS customers added convenience with an automatic callback option. In phase two, IQMS will take advantage of Five9’s multichannel functionality to automate the routing of emails and chat, which also will be integrated with EnterpriseIQ CRM.

“With Five9’s multichannel contact center capabilities, we are able to bring a richer experience and greater convenience to our customers through their communication channels of choice,” said Shannon Holloway, IQMS vice president of product support.

“We are thrilled by IQMS’ success in integrating our Five9 end-to-end cloud contact center solution with its CRM software to enhance the company’s customer engagement and improve operational efficiency,” said Mike Burkland, Five9 president and CEO