Contact Center Solutions Featured Article

CallTower and Five9 Deliver a Virtual Contact Center Solution

April 11, 2017

When an organization deploys a virtual contact center, the agents can be dispersed across wide geographical locations. Depending on the contract and the size of the company, it can be in single or multiple countries around the world. This can create challenges when it comes to ensuring the quality of service that is being delivered by the dispersed centers. A new partnership between CallTower and Five9 will provide a virtual cloud contact center solution to manage the day-to-day operations with management and monitoring tools to improve agent productivity, effectiveness and overall customer satisfaction.

CallTower said with this solution it will be able to deliver large-scale contact center experience. The company specializes in providing cloud-based, enterprise-class unified communications (UC) and collaboration services globally. It integrates solutions from some of the leading vendors in the segment, including Cisco Unified Communications Manager, Microsoft Skype for Business, Office 365 and Adobe Connect services for business customers.

“Our partnership with Five9 enables us to provide an industry leading enterprise solution that will help customers leverage cloud communications. With this offering we can deliver a large-scale contact center experience that will noticeably improve agent productivity, effectiveness and overall customer satisfaction,” said Shaun Chambers, CallTower’s Chief Product Officer.

With this partnership, CallTower will use Five9's enterprise cloud contact center solution software to bring together virtual centers more easily. This includes a full end-to-end solution with management and monitoring tools such as supervisor desktop to monitor and coach agents, real-time and historical reporting, recording, workforce management, quality monitoring out-of-the-box and custom CRM integrations.

The Five9 Virtual Contact Center (VCC) platform can be set up by organizations without long deployment times and technical specialists to set up and make changes. It gives companies total control while delivering the support they need because the company takes care of the contact center infrastructure. So there won't be additional costs for hardware investment, maintenance, integration projects, time-consuming administration and technology lifecycle syndrome.

“This combined telecommunications and cloud contact center offering gives CallTower customers a seamless user experience and provides contact center agents with the solutions they need to exceed their customers’ expectations,” said Dan Burkland, EVP Global Sales & Services, Five9.

The Five9 VCC platform is a contact center solution with key technologies that are essential for the way consumers communicate with the companies they do business with. This includes automatic call distribution (ACD), computer telephony integration (CTI), interactive voice response (IVR), and predictive, progressive, power, and preview dialers, and more. 

Edited by Alicia Young