Five9 Spring Release 2019 Introduces New Capabilities for the Intelligent Contact Center - Seite 2

• Building on the Five9 proven system uptime, the company added new in-region voice points-of-presence (PoPs), including Dublin, Ireland and Sao Paulo, Brazil, to enable enterprises to extend their contact center voice capabilities to all parts of the globe.
• AI integration with Voicebots: Customers can seamlessly integrate with third party voicebots. Voicebot calls can be transferred to agents, who receive the full context and outcomes of the conversation with the voicebot.
• A significant increase in the agent seat capacity of the Five9 platform, allowing Five9 to meet the contact center needs of very large enterprises.

Empower Agents to Deliver a Superior Customer Experience

• Five9 Gamification – A new application that helps motivate and promote positive agent behavior, as well as introducing some fun and competition to the Contact Center. Teams and agents can compete to win both virtual and real-life rewards. The rewards can include virtual coins, experience points, badges, prizes and accolades.
• Additional enhancements for Five9 Performance Dashboard, the multi-role, visually dynamic real-time and historical wallboard and dashboard. The enhancements include additional language support and a broad set of UX enhancements that provide an intuitive, easy-to-use experience, from agents right up to line-of-business executives.
• Enhancements to the Five9 Supervisor Plus application that reflect the invaluable feedback received from customers on this recent addition to the Five9 portfolio. Also added is expanded language support including French Canadian, Spanish, Brazilian Portuguese, French, and German.
• Introduction of a Five9 native WebRTC offering to complement its fully scalable and comprehensive range of agent telephony options. Agents can work from any computer using nothing more than a modern web browser, with no installed softphone or download needed. This enables contact center managers to realize savings by leveraging Chromebooks and other low-cost computers. In addition, WebRTC makes it easy to manage distributed and home agents, by providing minimal IT footprint, fast on-boarding and low ongoing IT support needs.
• A wide range of customer feature requests, user experience enhancements and other improvements to keep Five9 customers operating at top efficiency with leading edge capabilities.

When cutting edge contact center technology is combined with analytical insights into the customer experience, every agent in the contact center becomes a true Genius at delivering customer service. Five9 refers to this powerful combination as the Five9 Genius^TM Intelligent Cloud Contact Center.