Five9 Whendu Delivers No-Code Cloud Contact Center Applications to Assist Agency Operations

Just When it Mattered the Most, Five9 Whendu Blows Away Workflow Complexities with New No-code Cloud Contact Center Solutions

Within months of acquiring Whendu, Five9 has announced four new applications to speed up the Contact Center workflow automation deployment and management. Built using the no-code methodology, Five9 Whendu has announced the availability of four new packaged applications, addressing the challenges faced in delivering omnichannel customer experience to targeted use cases. The applications would provide real-time dashboards and customer outreach optimization, empowering agents with completely customizable Contact Center as a Service (CCaaS).

In the midst of #COVID19, @zoom_us became a household name overnight. Even your grandparents know how to use Zoom. How many cloud-based video communication platforms can you say that your grandparents understand or even know exists? https://t.co/FDj6awg6V6 pic.twitter.com/VGrUmRvfzO

— Five9 (@Five9) May 6, 2020

At the time of this announcement, Chandrasekaran, Executive Vice President, Product Management at Five9, said —

“Our customers have told us that they face a false choice today between deployment speed and customizability of their CCaaS solution. Either they are tied to a stack that is easy to deploy but isn’t best in breed or they can build a customized solution but need a team of internal developers. At Five9, we believe this shouldn’t exist.”

Five9 is a leading provider of cloud contact center software for the intelligent contact center space, bringing the power of cloud innovation to customers and facilitating more than six billion call minutes annually.

Earlier, Five9 reported Q1 2020 growth of 28%, collecting a record $95.1 million, compared to $74.5 million in 2019. Despite COVID-19 pandemic, Five9 has managed to deliver services in these challenging times, enabling agents to keep up with service demands when it mattered the most.

 “As we move through 2020, we will strive to continue to deliver the extraordinary service Five9 is known for and maintain our focus on disciplined and balanced growth.” – Rowan Trollope, CEO, Five9

Five9 also partnered with Zoom to provide an enhanced CCaaS experience platform delivered by virtue of its newly launched product — the Agent-Expert Consultation solution.

The Future Of Remote Work Could Be Decided In 2020

Five9 customers can deploy the Agent-Expert Consultation to help agents resolve complex questions efficiently and quickly using Zoom Phone. Faster and smoother responses help contact centers to quickly scale their communication channels, providing a consolidated directory to handle a higher volume of calls during the busiest times of the day.

Eric S. Yuan, CEO, Zoom said, “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.”

"Our sole mission is to be able to provide frictionless video communications through the partner community." – Kevin Thomsen, Head of Master Agents at @zoom_us. Hear why Zoom is winning on the #ThatsGeniusPodcast: https://t.co/PfwUhsYvWy pic.twitter.com/M2Ld5VR5up

— Five9 (@Five9) May 7, 2020

"Our sole mission is to be able to provide frictionless video communications through the partner community." – Kevin Thomsen, Head of Master Agents at @zoom_us. Hear why Zoom is winning on the #ThatsGeniusPodcast: https://t.co/PfwUhsYvWy pic.twitter.com/M2Ld5VR5up

— Five9 (@Five9) May 7, 2020

Did you know, Whendu name reflects this powerful functionality as a shortened version of the phrase “when that happens, do this.”

Whendu’s differentiated no-code application allows Five9 to build a powerful visual workflow platform. The four applications in the package were created in a record 90 days, from the day Whendu was acquired last year.

How Five9 Whendu Empowers Agents to Work Anytime Anywhere

The four applications announced by Five9 Whendu include —

Operational Intelligence

Operational Intelligence provides operational visibility and transparency with a set of pre-defined dashboards based on contact center best practices.

This enables business agility and performance consistency by giving executives, managers, and supervisors actionable information in real-time.

Proactive Notification

Proactive Notification automates real-time outreach to customers via phone, SMS, email, or social channels when events occur in Five9 or other business systems.

Companies can now delight customers by proactively notifying them of reminders, alerts, and updates.

Digital Outreach

Digital Outreach compliments outbound campaigns by providing automated outreach, via SMS, email, or social channels, based on the outcomes of calling attempts.

Increase contact rates and decrease effort by using contact alternatives for customers.

Social Engagement

Social Engagement monitors social networking sites, like Twitter, for mentions and automates follow up. React intelligently to engage customers quickly and drive positive business outcomes.

In addition to these applications, Five9 continues to offer the Whendu workflow automation platform, which has been used to help customers migrate their on-premise workflow systems to the cloud. The platform has been used to extend capabilities in the cloud that include:

• Creating custom KPI metrics using data from Five9 and other business systems
• Sharing information automatically between Five9 and 50+ other systems
• Integrating AI and storage services from cloud providers like Google, IBM, Amazon, and Microsoft with business applications.
• Sending internal notifications to alert employees on system issues, customer issues, long waits, etc.
• And many more use cases where customers need to aggregate data from disparate business systems and automate cross-platform workflows in real-time based on any number of possible events.

Currently, Five9 provides end-to-end solutions with omnichannel routing, analytics, WFO, and AI to increase agent productivity and deliver tangible business results. The Five9 Genius platform is reliable, secure, compliant, and scalable; designed to create exceptional personalized customer experiences.

Top Cloud Contact Center Platforms

• AT&T
• Genesys
• Zendesk
• Avaya
• 8X8
• Cisco
• Vonage
• TalkDesk
• Ringcentral
• Nuance
• Mitel
• SAP Contact Center
• Verizon Virtual Contact Center (VCC)

Do you want to see these CCaaS Experience and Agent Consultation products in action?

(If yes, please write to us at sghosh@martechseries.com)