The contact center is the front line when it comes to keeping up customer service; this is the point where customers make contact with the business, and where customers ultimately make decisions about whether or not to buy, or even whether or not to stick with a certain brand. So the decision about what drives a contact center is an important one indeed, and for one Fortune 100 firm, the choice about the best for the market was quite clear: Five9's cloud contact center platform.
With this move, said Fortune 100 company is also set to make another very important move, namely, the migration of fully 500 contact center agents to the cloud platform, taking said agents from the current legacy on-premise solution and moving said agents to the Five9 (News - Alert) system. As for the why of the Fortune 100 company's decision to make the move to Five9, several reasons were provided for the switch. Improved control over the environment, with an accompanying reduced reliance on corporate IT to make changes, was quickly cited, along with the ability to use call blending for both inbound campaigns and the outbound equivalent. Clients could be partitioned with the Five9 system, and new reporting systems were also on tap. Further cited were overall flexibility, overall cost savings, and the Five9 Summer Release '14, which got some special note thanks to included native chat, e-mail and even social media functionality, all vital elements of a multi-channel response system.
Five9's CEO and president, Mike Burkland, offered up some comment around the Fortune 100 firm's move, saying “We are seeing more and more industry leaders and large enterprises moving their contact center technology to the cloud. These organizations truly understand the value and flexibility of the Five9 cloud solution and are using our software to help make their contact centers more efficient and improve their customers’ experience.”
With it becoming increasingly clear that customers want more options when it comes to making contact with customer service, it's not surprising to see interest coming in around solutions like Five9's, and it's only slightly less surprising to see a Fortune 100 firm take that kind of interest. Customers are turning to social media to register complaints about a firm's performance more often than ever, so it behooves companies to be ready to go on the attack in terms of social media, ready to intercept those complaints and offer to make good as rapidly as possible. It's always great to be able to snatch victory from the jaws of defeat, so to speak, and when a company can turn a negative experience into a positive one, right in front of a bunch of social media viewers, that's the kind of marketing no ad campaign can match.
As for which firm this was, or just what said firm will ultimately do with its new cloud contact center solution, well, we'll have to wait and see. But this unnamed firm has a powerful new tool in its toolbox, so to speak, and might just be ready to tear up the competition on the strength of said tool.