Customer expectations of transparency and participation are forcing companies to maintain multiple communication channels in their contact centers. The emergence of these channels, especially social media, has received a great deal of attention and discussion, but companies must remember that the role of telephony has become even more critical in this environment. Because of the availability of self-service capabilities, and the ability to reach out to a community of experts for resolutions, telephony is becoming the channel of last resort, with the expectations to match. In order to manage this process effectively, companies must provide their agents with a fully integrated telephony and CRM solution, matching the right agent with the right information.

Join Ken Osborn, Vice President of Marketing for Five9, as he discusses the importance of integrating telephony infrastructure and CRM applications, and how the flexibility of cloud computing solutions have made this integration an easy task.