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Better Together

Better Together. Creating Powerful Customer Connections. Mayur Anadkat @anadkat @ Five9 # OOW13. September 2013. The Leader in Cloud Contact Center. 12 years of cloud contact center experience 450+ employees 1,800+ customers (5 continents) 30,000+ concurrent seats

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Better Together

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  1. Better Together Creating Powerful Customer Connections Mayur Anadkat @anadkat @Five9 #OOW13 September 2013

  2. The Leader in Cloud Contact Center 12years of cloud contact center experience 450+employees 1,800+customers (5 continents) 30,000+concurrent seats 3bn+calls per year ~50% CAGR (2008 – 2012) Annual Revenue

  3. Delivers Business Value More productive agents Improve customer satisfaction • #1 budget line item in contact centers • Power of blending within contact center • Increased “talk time” • More live conversations: “Right agent / right time” • Deep integration with leading CRM solutions • Successful customer interactions

  4. On Premise Challenges & Inefficiencies Large upfront investment Not flexibleor easily scalable Long deployment cycles On-Premise Legacy Contact Center Costly maintenance & upgrades Difficult & complex to integrate Cumbersome & expensive technology management

  5. The Cloud Solves Significant Issues… Pay as you grow No hardware Ease of configuration, integration & management Cloud Contact Center Agents anywhere Scale on demand Fast deployment & automatically add new features seamlessly

  6. Oracle Certified

  7. Complete the Cloud Migration • Cloud Contact Center • Embedded Softphone and Call Controls • Screen Pop Contact or Incident • IVR • Remote workers

  8. Better Together: CRM + Telephony • Five9 softphone controls embedded in Oracle RightNow Media Bar • Increase agent productivity • Click to call • No more flipping between screens • Improve customer satisfaction • integrated screen pop • Right agent at the right time • Improve First Call Resolution

  9. The Five9 RightNow Agent Toolbar puts all the call controls right within the RightNow Interface …and the status of the Queues Plus critical real-time statistics of what other team members are doing

  10. Agents control over their settings (configurable), such as Answer Options, Voicemail, and Scheduled Callbacks

  11. Agent State Control (for the ACD’s Skills Based Routing) is a simple click for the user

  12. …This agent has just gone into “Ready” Mode – the ACD will now consider them available for calls! …and immediately any calls in Queue are offered to the Agent (note - the answer settings are configurable!)

  13. On call arrival, Five9 will pop the contact or incident in the appropriate Oracle RightNow Cloud Service tab

  14. While on the call, Agents have complete control over Transfers, Conferences, and Call Recording (access to these features can be permission-based as well)

  15. Once the call has ended, Five9 will put the Agent into After Call Work and offer customizable Call Dispositions Call Dispositions can kick-off rule based actions and can be set up as unique per DNIS

  16. Selecting the Call Disposition will automatically put the Agent back into a “Ready” State

  17. Better Together • Oracle Partner Network • Easily power live customer connections to your CRM (ACD, Softphone, CTI, IVR, Recording) • Flexible pricing, deployment, scalability, & no-risk trials • Most Cloud CC deployments in industry Five9 + Oracle = Turnkey Cloud Contact Center Solution

  18. ThankYou Booth #3316 Thank you @Five9 #OOW13

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