It offers an omnichannel solution with a holistic view of their customers’ journey across all touchpoints, intelligently distributing interactions to the right agent regardless of location. Five9 delivers this on a modular microservices-based architecture, which modularizes existing applications such as voice, email, chat, social, event services, DTMF, text-to-speech, voice prompts, voice recording, answering machine detection, speech recognition and customer journey analytics, in addition to the list of previously available modules, which include app services, stream services, state management and others.
Other features include global voice, global routing, language localization and UTF-8 support, and integrations with Salesforce Lightning Experience and Microsoft Skype for Business.
“Five9 is executing on our promise and vision to deliver an end-to-end customer engagement solution,” said Mike Burkland, president and CEO at Five9. “Today’s release allows us to serve large enterprises with globally distributed contact centers on a scalable cloud platform – as always with Five9, no infrastructure to deploy or manage, scale up or down, now with any language and the ability to on-board thousands of agents globally as needed. Five9 Summer Release 2017 is an answer to today’s global enterprises that need a path to digital transformation to engage with their customers on their terms. I’m extremely proud of the entire Five9 team and our strategic partners for bringing it all together with one goal in mind, amazing customer experiences, globally.”