Five9 Announces New Release With Real-Time Call Center Analytics Using Microsoft Excel


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PLEASANTON, Calif. — July 23, 2007 — Five9, Inc., the leading global provider of on-demand call center solutions, today announced the immediate availability of the Five9 Virtual Call Center™ 6.0. The new release features real-time call center dashboards within Microsoft Excel and provides call center supervisors with the ability to analyze call center performance metrics and make decisions based on real-time information. By using Microsoft Excel call center managers can set-up customizable alerts to make sure they are notified in real-time when any performance indicators exceed allowed thresholds, and Microsoft Excel can be used to create completely customizable dashboards. The new real-time analytics available in 6.0 are critical to helping supervisors identify areas for improvement, isolate those activities lagging in performance, and boost the success of the entire call center.

“Our new release places more information in the hands of call center managers by providing real-time call center analytics,” said Jim Dvorkin, CTO of Five9. “The greater knowledge call center administrators have of what’s working and what’s not, the better control they will have over when and how to adjust campaigns, be it the addition of more agents or a change in scripts.”

New features in Five9 Virtual Call Center 6.0 include:
• Real-time dashboards featuring personalized views within Microsoft Excel and real time alert notifications.
• Over 30 new real-time performance indicators enabling easy customization of the product to fit any call center’s management needs.
• Enhanced IVR capabilities providing additional business rules that help direct the call to the agent with the right skill-set.
• Additional call center reports providing further details about the specific call center’s performance.
• Customizable agent hot keys that increase the efficiency of the call center users

“The new analytics features of this release have added great value to the call centers we deployed for our customers,” said David Johnson from Strategic Link Consulting. “We provide consulting services on Five9 technology across multiple clients, and since starting to work with Five9 over a year ago, we have seen a rapid advancement in their product’s functionality. The 6.0 release helps our clients improve their business by enabling them to create custom dashboards that show the real-time metrics they care about, while the alerts feature allows them to react to specific scenarios that are occurring with their inbound and outbound campaigns. Because of this, we’ve been able to make improvements in their call center management that have had a significant impact on their operations and bottom-line.”

“As a provider of a hosted solution, our customers expect a cost-effective service that is quick to deploy and intuitive to use,” said Brian Silverman, president and CEO of Five9. “With these expectations in the forefront of our minds, we built the 6.0 release to offer real-time call center analytics that easily integrates with Microsoft Excel to provide users with an in-depth look at their call centers without having to install any additional programs or software.”

About the Five9 Virtual Call Center™
The on-demand Five9 Virtual Call Center™ enables companies of any size to build a comprehensive, feature-rich contact center — anywhere in the world — without any hardware, software, or upfront capital expenditures. In addition to the cost savings, Five9’s on-demand service allows for easy set-up and administration of at-home agent workforces as well as single-site or distributed, multi-site centers to act as one, regardless of geographic location. Built from the ground up by Five9 to eliminate third-party license fees and ensure costs are kept low, any business with just a PC and a broadband connection can afford a comprehensive suite of applications including: Automatic Call Distribution (ACD), Predictive Dialer, Auto Dialer, Interactive Voice Response (IVR), Computer Telephony (CTI), Remote Agent Capabilities, Skills-based Routing, Voice Recording, Quality Monitoring, Real-time Reporting, Chat, and Centralized Management.

About Five9, Inc.
Five9 is the leading global provider of on-demand call center solutions for customer interaction management. The award-winning Five9 Virtual Call Center™ targets small- to midsized call centers, contact center operations of large enterprises, and companies that provide outsourced call center services. Companies on five continents profit from Five9’s reliable, robust functionality that is fast, easy, and affordable to deploy for any call center. For more information, visit

Media Contact
Heather Fitzsimmons
MindShare PR
[email protected]

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