Five9 Fall Release Enhances CRM Integrations with Oracle RightNow and Zendesk, Also Helps Contact Centers Dial Confidently Under TCPA Regulations

PRESS RELEASE: Five9, Inc., a leading provider of cloud contact center software announced the latest version of its solution; the Five9 Fall Release 2014 includes:

  • Enhanced multichannel integration with Oracle RightNow CX Cloud Service
  • Updated and streamlined integration to Zendesk, improving agent productivity
  • New Telephone Consumer Protection Act (TCPA) solution –
  • TCPA Manual Touch Mode – to support contact centers’ compliance efforts and dial with confidence

“In the Fall Release 2014, we’ve strengthened our integrations with two leading CRM solutions – Oracle RightNow and Zendesk. When used together, contact center technology and CRM applications take advantage of synergies that make agents and contact centers not only more efficient, but more capable of providing exceptional customer experiences. We believe our customers that use Oracle RightNow or Zendesk will benefit greatly from the integrations, the improved multichannel routing and the latest agent desktop features that help agents maximize each interaction.” – Liz Osborn, vice president of product and solution marketing, Five9

Contact Center and CRM: Better Together

With the Fall Release 2014, Five9 has made significant enhancements to two key CRM integrations – Oracle RightNow CX Cloud Service and Zendesk.

Five9 and Oracle RightNow

The latest release of Five9 brings the functionality needed to manage interactions from multiple channels into a single agent desktop, helping contact centers and agents streamline the handling of and reporting on all interactions, regardless of channel. Specifically, the latest release includes:

  • New Five9 routing capabilities that effectively prioritize and route Oracle RightNow email and chat – in addition to voice – interactions to the right agent at the right time, based on agent availability
  • Automatic notifications of new incoming interactions, regardless of the application the agent is currently working in
  • Ability for agents to manage workload efficiently by accepting or rejecting a new interaction
  • A single administrative environment to handle agents’ channel assignments, as well as the routing and business rules that can be applied across all channels

Five9 and Zendesk

Also in the Fall Release 2014, Five9 has added more features and streamlined the existing integration to Zendesk. The updated integration now offers:

  • Stateless operation, allowing users to refresh or reload the Zendesk application at any time without impacting the softphone application
  • Support for more languages, including Colombian Spanish
  • Agent role permissions to ensure the Zendesk application and Five9 have synchronized role permissions for each agent, reducing the administrative burden for managers
  • Improvements to the user interface resulting in less mouse clicks and keystrokes during call handling and the ability to enter Five9 call comments during the disposition of calls

TCPA: Dial with Confidence

With the latest release, Five9 gives companies the tools that support a TCPA compliance strategy by offering a solution that has no current capacity to auto dial or automatically generate telephone numbers. The new solution, TCPA Manual Touch Mode, is restricted to preview and manual dialing modes only, both of which require human intervention to initiate calls. It is also hosted in a system that is completely separate from the other Five9 dialing systems, with separate log-ins, administration and reporting

About Five9

Five9 is a leading provider of cloud contact center software, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, delivering software to help organizations of every size transition from premise-based software to the cloud. With its extensive expertise, technology, and ecosystem of partners, Five9 delivers secure, reliable, scalable cloud contact center software to help businesses create exceptional customer experiences, increase agent productivity and deliver tangible results. For more information visit www.five9.com