The cloud contact center software from has achieved Oracle Validated Integration with Oracle Service Cloud, part of Oracle RightNow. This means companies now look to connect Five9 (News - Alert) to the Oracle Service Cloud and get a whole new level of embedded telephony services.
Oracle Validated Integration is given to partners who meet Oracle’s standards that focus on improving the services offered to customers. with this certification, Five9 enables its users to log in and use the telephony controls on the agent desktop. They will get automatic CTI (News - Alert) screen pops on the Oracle Service Cloud desktop.
This certification also allows agents to engage more conveniently with customers. They will also get softphone telephony features, such as click-to-dial, which are available right at the agents’ fingertips. It also provides an intuitive interface, which means that the user does not have to switch screens.
Five9 Contact Centers uses modern technologies such as predictive dialer which improves efficiency and helps in automating the dialing process. Another feature provided is web callback, which helps companies to enable their customers to get an immediate, automated callback for online inquiries.
“Contact center software on its own helps organizations create efficiencies and boost agent productivity,” said Liz Osborn, vice president of product and solution marketing, Five9. “Customer relationship management software, like Oracle RightNow Cloud Service, enables companies to deliver exceptional experiences by tracking every customer engagement. When they come together, it empowers organizations to efficiently deliver stellar customer experiences, while minimizing costs.”
Recently, the company secured $34.5 million in private funding from SAP Ventures, an independent venture capital firm that provides investments in innovative and disruptive software and services.