Five9, Inc. (NASDAQ: FIVN), a leading cloud contact center provider, today announced the availability of four new packaged applications built on the Five9 Whendu workflow automation platform. Whendu applications address targeted use cases, covering key enterprise requirements like real-time dashboards and customer outreach, designed to make customer service a more human experience.
“Our customers have told us that they face a false choice today between deployment speed and customizability of their CCaaS solution,” said Anand Chandrasekaran, Executive Vice President, Product Management at Five9. “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 Whendu lets businesses react intelligently to real-time events with automated workflows. Workflows coordinate action and information flow across Five9 and other business systems. The Whendu name reflects this powerful functionality as a shortened version of the phrase “when that happens, do this.”
“Today, we are excited to bring four new differentiated applications that are at-once easy to deploy but also incredibly composable through a no-code, visual workflow platform,” continued Chandrasekaran. “They were built within 90 days of our acquisition of Whendu late last year. This is a set of applications uniquely available through Five9 and are being very well received by customers.”
The four packaged applications announced today are:
1. Operational Intelligence Dashboards
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.
2. 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.
3. 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.
4. 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.
“Today’s consumers have higher customer service expectations than ever before,” said Jim Lundy, Founder, CEO and Lead Analyst, Aragon Research. “It is imperative that companies have the agility to create innovative solutions that drive positive business outcomes. Five9 launching four new packaged applications within the first 90 days of their acquisition of Whendu shows the company’s drive to succeed in today’s market.”
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.
To learn more about Five9 Whendu, click here.
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. 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.
For more information, visit www.five9.com.