Five9 today announced the latest release of its cloud contact center software, which includes a new mobile app for contact center supervisors, enhanced multichannel capabilities, a PCI compliance solution, and Mac support.
The new Five9 mobile supervisor app for the iPad allows managers to monitor and manage staff from any location. With the new app, supervisors can text chat with agents from anywhere, monitor queues, statistics, and agents, and listen to calls, whisper, or barge in.
"Supervising agents is a key element of running an effective contact center. By empowering managers to leave their desks and walk among agents while accessing real-time data about call volumes, quality, and abandonment rates, we are creating a dynamic environment where adjustments can be made on the fly," said Tom Schollmeyer, chief technology officer at Five9, in a statement.
The latest release of the Five9 cloud contact center software includes new integrations that enable interactions with customers via email and chat. The new Five9 integration with LiveHelpNow email and chat improves agent productivity and customer satisfaction by:
- Eliminating the need for agents to toggle between applications;
- Making it possible for agents to multitask and work on emails and chat while simultaneously taking calls; and
- Attaching multiple emails or chats to one case file, creating an ongoing thread of the customer conversation
Bolstering Five9's PCI compliance offerings, the latest release includes a new integration with KomBea, allowing agents using Five9 to securely exchange sensitive information with customers over the phone.
Based on market demand, the latest release of Five9 software now supports Mac environments.
"At Five9 we are aggressively extending our solution footprint, and enhancing our cloud partnerships. These are key milestones in our journey to provide clients with the most robust cloud contact center software and ecosystem," said Mike Burkland, president and CEO of Five9, in a statement.