Workforce Management Featured Article
Five9, Zoom Offer Contact Center Agents Easy Access to Subject Matter Expertise
Your contact center is only as good as the people, processes and technology in place. It is a game of Jenga, where the wrong move could disastrous. Add the coronavirus pandemic and work from home mandates, and welcome to a new world. Customer service must still remain a priority and contact center providers are here to help.
Five9 (News - Alert) announced a new partnership with Zoom, and announce Agent-Expert Consultation. The new solution provides contact center agents access to any Zoom Phone (News - Alert) users in the organization, offering instant access to subject matter expertise via integration.
“We are excited to continue our collaboration with Five9 to build a market-leading solution that enhances the customer service experience,” said Eric S. Yuan, CEO, Zoom. “With our latest integration with Five9, agents now have access to subject matter experts to quickly and easily resolve customer inquiries that make customers happy.”
Agent-Expert Consultation empowers agents to address a customer question in an effective, accurate and rapid manner via easily accessible user directory, presence tools and one click interface.
“Five9 is proud to offer this best of breed solution for Zoom Phone users,” said Rowan Trollope, Five9 CEO. “Consumers are increasingly demanding better customer service. The ability for an organization to access an expert quickly will dramatically improve the customer experience and empower agents to engage with their customers with more confidence.”
The contact center is a delicate dance, the right solution with keep operations in rhythm and put agents in a position to succeed leaving customers with reasons to come back again and again.
Is your contact center in the cloud, yet?
Edited by Maurice Nagle
