• July 12, 2012

Five9 and Birst Offer Contact Centers Advanced Business Analytics and Metrics

Five9, a provider of cloud-based contact center software, and Birst, a provider of agile business analytics, have announced a partnership to deliver enterprise-grade business analytics and dashboards to Five9 contact center customers.

Under the agreement, Five9 customers will have access to business analytics driven by the Birst multi-tenant, cloud-based business intelligence (BI) platform and tailored for Five9 cloud-based contact- center users. The offering will include more than 100 standard reports and advanced features such as interactive charts with drill-through and drill-across capabilities, enhanced contact center metrics, custom metrics and customizable interactive dashboards.

"Our enterprise customers require flexible and affordable enterprise-grade options for deploying analytic platforms," Five9 CEO Mike Burkland said in a statement. "Birst has proven that its centralized analytics platform can provide the level of reporting and analytics that contact centers need to manage daily operations and make strategic business decisions."

Birst delivers a fully integrated solution that can be deployed in the cloud or on premises. Its advanced analytics incorporate all of the components of an enterprise BI suite, including data integration and ETL services, analytics, dashboards, pixel-perfect and ad hoc reports, and scheduling and delivery.

Brad Peters, CEO of Birst, said, "We are excited to be partnering with Five9 to jointly create a greater opportunity for Five9 customers to use analytics for business improvements. Leveraging two leading cloud-enabled applications is a natural fit for contact centers that are required to measure and analyze performance over a wide spectrum of parameters."

Five9 also plans to use Birst to manage several key aspects of its software-as-a-service business operations, including billing, regulatory compliance, and customer usage reporting.

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