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Five9 Offering Self-Service IVR for Inbound and Outbound Call Centers

By Madhubanti Rudra
TMCnet Contributor

Global provider of on-demand call center software, Five9 Inc., announced a product enhancement for its Five9 (News - Alert) Virtual Call Center Release 8 product line. In a press release, Five9 revealed that Self-Service IVR, an on-demand Interactive Voice Response (IVR) with Speech Recognition may be ordered from Five9 as a standalone product or in combination with either the Five9 Inbound Call Center or Blended (Inbound and Outbound) Call Center.

Five9 explained that its Self-Service IVR leverages the latest in advanced speech recognition technology to analyze spoken input from callers and provide appropriate responses. Configured via an easy-to-use graphical user interface, the IVR meets callers’ expectations for service quality and efficiency.

Five9 boasts of industry’s one of the largest engineering team. The company is committed to provide new call center software solutions and applications that are highly relevant and reliable to companies of all sizes, at a cost of ownership far lower than traditional premise-based solutions. Five9 officials said that Self-Service IVR was designed to offer any call center a cost-effective way to increase call deflection rates by building speech-enabled IVR applications such as bill payment, store and branch location queries, debt collections, appointment reminders, order status, reservations requests and more, optimizing agents’ time so they are available for more high-value telephone calls.

“The Five9 IVR with Speech Recognition delivers advanced capabilities in an easy-to-use package that enables rapid development of sophisticated voice self-service applications. And, since it’s based on the Five9 Cloud Computing Platform for Call Centers, the Self-Service IVR can leverage web services to integrate with any source of customer data so that callers can complete the transaction without ever talking to call center agents. Five9 Partners and Developers will benefit from the opportunity to build integrated self-service applications on our platform and deliver increased business benefits for our mutual clients,” said Five9 CTO, Jim Dvorkin, in a press release.

Earlier this month, TMCnet reported Five9 participated in Aberdeen’s (News - Alert) annual sales report. Every year, the Aberdeen Group conducts the Inside Sales Enablement Survey, and asks vendors to help solicit responses for their research report.