Five9, Inc. introduces VoIP-based contact center system.Five9, Inc., a provider of hosted VoIP contact center solutions for customer interaction management, has announced the release of its VoIP Virtual Contact Center for small and medium-sized call centers and companies that provide outsourced call center services. Five9's VoIP Virtual Contact Center was designed to allow companies of any size to build a contact center anywhere in the world without any hardware or software. The VoIP Virtual Contact Center will wield: automatic call distribution (ACD (Automatic Call Distributor) A computerized phone system that responds to the caller with a voice menu and connects the call to the appropriate agent. It can also distribute calls equally to agents. ); predictive dialer; customer relationship management (CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. ); interactive voice response (IVR (Interactive Voice Response) An automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. ); computer-telephony integration (CTI (Computer Telephone Integration) Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. ); remote agent capabilities; skills-based routing; recording and silent monitoring; real-time reporting; chat and centralized management for multisite and offshore contact centers. [ILLUSTRATION OMITTED] www.five9.com |
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