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12 Sep '17
Five9 Vietnam selects Multi-Channel Contact Center & IVR of Comsys
Vietnam has entered the “digital era” where most enterprises want to digitalize their business administration and customer care practices to improve their efficiency and customer satisfaction. It unveiled enormous opportunities for IT companies like Five9. By selecting the one-of-a-kind contact center system from Comsys and integrating it with IBM’s cognitive computing technology, Five9 has been able to deliver a contact center system with multiple premium functions that allows Five9’s customers to interact with their customers better and boots their staff’s efficiency while lowers operational costs.
“Five9 has been actively cooperating with technology giants in the world like Comsys and IBM to strengthen our technology platform. We’re happy with the contact center system that we’ve acquired from Comsys and how it has helped us with our production. Comsys has proven to be a pioneer in the field.” Said Nguyen Trong Huan, Five9 Vietnam’s CEO.
The Comsys Multi-Channel Contact Center solution is a true multi-channel platform which handles all customer contact channels from a single interface:
- Inbound and outbound calls, pre-chat, post-chat, proactive-chat, web-chat, e-mail, Web -self-service, WeChat and Facebook messenger are amongst the customer channels that can we handled seamlessly.
- All channels are integrated so Call Center Representatives have a 360 degree view of all contacts and customer details.
- Call Center Representatives have a single, easy to use application so they can help customers faster and better.
The Comsys IVR includes a graphical flow builder in which IVR flows can very easily be created, changed, saved and published in a matter of minutes. The unique graphical user interface makes use of drag & drop functionality and automatically draws the IVR flows in such a way that the user can see the actual call flow. The IVR flows can be in the Contact Center, can be used in the IVR Outbound campaigns or as self-service offering.
The IVR Outbound Dialer enables fully automatic outbound calling actions for marketing, delivery times, alerting, payment reminders, last minute offerings and so on. The campaigns can each use their own calling list, calendars and IVR flows. The outbound callings automatically starts and ends by a configurable calendar.
By combining the Contact Center, IVR and IVR Outbound solution Five9 can deliver a unique and good proposition in the Vietnamese market.
Walter Botman, CEO of Comsys: “Comsys delivers and deploys solutions globally. I am very proud that Five9 has selected the Comsys Contact Center, IVR and Outbound dialer for Five9 in Vietnam. We will continue to deliver innovative and easy to use solution for contact centers globally.”
The full Service Delivery Platform (SDP) is deployed on the local private VMWare Cloud environment of Five9. This gives many advantages to Five9 in regards to security, growth, maintenance and flexibility.
Five9 Vietnam is a trusted partner and recognized pioneer in telecom and software services. Established in 2010, Five9 has earned a large market share and trust among business partners, both local and international. The fundamental of the company’s success is its solid IT infrastructure and sound understanding of the market’s potentials and needs. Driven by its passion to improve Vietnam’s IT industry, create opportunities for Vietnam IT developers to reach beyond borders, Five9 Vietnam has been investing heavily on cutting-edge technologies such as Big Data and Artificial Intelligence. It is the first in Vietnam that taps into IBM's cognitive capabilities, including Bluemix and Watson APIs to create and bring to life solutions that can transform industries and society. For more information about Five9 visit: http://www.five9.vn/
About Comsys Telecom & Media B.V.:
Comsys Telecom & Media is a specialist in interactive telephony services such as Contact Center, IVR, Voicemail, Missed Call Alert and other voice related solutions. Comsys provides these telecommunication products globally to mobile and fixed line telephone operators, MVNO’s, MVNE’s and other companies. Comsys has more than 30 years of experience in developing and hosting interactive media services. Comsys develops these solutions for Voice, Web and Mobile. Comsys is part of the Artilium group. For more information about Comsys visit: https://www.comsys.net/