Contact Center Solutions Featured Article

GENBAND, Five9 Partner to Put Power of WebRTC in Contact Centers

June 14, 2017

Does WebRTC have the Midas touch? It is difficult to answer this question without a resounding yes. WebRTC is a transformative technology, clearly. With use cases and success stories mounting, real time browser-based communications are no passing fad; this burgeoning arena is the future. And, while industry is in the midst of digital transformation, so too is customer service.

Today, contact center solution provider Five9 and GENBAND announced a newly minted partnership. Now, Five9’s contact center customers can put the power of GENBAND’s Kandy Unified communications, WebRTC and Wrapper applications to work in the name of excellent customer service.

“More and more, enterprise customers are looking for innovative alternatives to traditional telephones or softphones for their contact center agents and are increasingly turning to WebRTC as the answer,” said Wendell Black, Vice President Global Channels, Five9. “Five9 is pleased to have found a partner in GENBAND with their Kandy platform which delivers scalable and robust WebRTC endpoints for the highly demanding contact center environment.”

A major piece of the digital transformation taking place is an evolution in the customer service environment. From call center to contact center, multichannel to omni-channel, the challenge in the market today is for contact center solution providers to offer robust products capable of supporting growing demands on the contact center. Five9 is well-versed in omni-channel, as its end-to-end solution supports all channels, offers real time visibility and insight, CRM, quality monitoring and more. In partnering with a firm like GENBAND, Five9 is able to dabble in a future-forward technology with the help of a WEBRTC pioneer.

“Five9 selected GENBAND and Kandy because of our extensive expertise in delivering cloud-based real time communications capabilities across the globe and the ability to easily leverage our Kandy Business Solutions, WebRTC and Kandy Wrappers to deliver a total solution offering,” said John Ryan, Senior Vice President of the Americas Sales for GENBAND.  “As cloud providers of market-tested and proven enterprise solutions, we have many synergies that allow us to deliver state-of-the-art UC services to contact centers globally.”

In customer service, either you’re first or last. Your contact center either delivers satisfaction or frustration. While I’m painting a big industry with a broad brush, you see where I’m going with this – there’s no second chance for first impressions. With the power of WebRTC, customer engagement is just a click away – well played, Five9.             

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