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September 17, 2015

Broadvoice Expands Its Portfolio via a Partnership with Five9


By Paula Bernier Executive Editor, TMC



Broadvoice is now reselling the Five9 Inc. Virtual Contact Center platform, the companies announced this week.


“This combined telecommunications and cloud contact center offering gives Broadvoice customers a seamless user experience and provides contact center agents with the solutions they need to exceed their customers’ expectations,” said Mike Burkland, CEO and president of Five9.

Five9 solutions are designed to support all types of contact center needs, including customer support, telemarketing, financial services and outsourcing. The Five9 Virtual Contact Center platform allows for inbound, outbound and blended contact centers. It offers automatic call distribution; computer telephony integration; interactive voice response; and predictive, progressive, power, and preview dialers.

The company says it pioneered the concept of VoIP-based virtual call center software-as-a-service—and provides all the benefits of a hosted solution: fast setup, on-demand capacity, no capital outlay, and low operating costs. Five9 also provides seamless integrations with leading CRM solutions like Salesforce, Oracle RightNow, NetSuite, Velocify, and Microsoft Dynamics CRM. 

In an interview with me in June, Mayur Anadkat, director of product marketing at Five9, said the newest release of the company’s software is called the Freedom release, and offers a more streamlined agent dashboard to enable contact center workers to more efficiently find the information they need to assist customers.

Image via Shutterstock

As for Broadvoice, it is a nationwide, hosted voice provider.

A recent story by TMC CEO Rich Tehrani talks about how Broadvoice has been having a great deal of success lately—moving to a new headquarters, ranking 316 in Deloitte’s list of the fastest growing U.S. companies, and expanding its hosted communications platform.

“Our Cloud PBX product has been really gaining traction over the last 12 months,” Broadvoice CEO Jim Murphy told Tehrani. “The noise is coming less from us, and more from master agents, VAR partners, and customers who have become our advocates. It’s very exciting.”

Murphy added that Broadvoice’s recently-launched unified communications product moved the company into the corporate email and chat services realm, and that archiving and compliance for those services seem like a natural progression.




Edited by Dominick Sorrentino
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