Workforce Management Featured Article
US Real Estate Franchise Moves Contact Center to Cloud with Five9
The digital transformation continues across industries today as businesses realize the benefits that can be achieved via the cloud and by moving manual processes online. In the real estate industry, where high-pace interactions between buyers and sellers and agents are happening, being able to quickly and intelligently connect is key for success.
One US real estate franchise is ensuring it’s prepared for the future and making the move to the cloud with Five9 (News - Alert).
The company announced it was chosen to provide its intelligent cloud contact center offering to replace the on premise offering currently in use by the nationwide real estate investor. The current set-up was used by over 1,000 agents and had poor integration with the Salesforce and CRM systems they had in place.
In a bid to secure their future marketing initiatives and prepare their workforce for growth, the franchise chose to implement the Five9 Genius (News - Alert) Intelligent Cloud Contact Center platform.
Since the main services offered by the real estate company included helping homeowners to quickly offload their properties, they needed a way to move efficiently. They also experienced pain points with routing and dialing campaigns and needed a solution that would be able to handle complex IVR functions.
Five9 is now providing them with a fully scalable, flexible, and zero maintenance experience that addresses all their needs and includes a robust Salesforce integration already built into its design.
Also offered as part of the cloud call center offering are: omnichannel support, email, chat, and social as well as leading workforce optimization solutions.
“We believe in providing a high touch experience to our customers who are transforming customer experiences by modernizing their contact centers in the cloud. A key part of this requirement is that your systems talk to each other and work seamlessly together. The Five9 platform comes with built-in integrations and APIs that enable contact centers to support every agent in delivering great experiences to every customer,” said Dan Burkland, President, Five9.
Edited by Maurice Nagle
