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October 4, 2009

Five9 unveils cloud computing platform for call centres

To enable third-party developers create call centre applications

By CBR Staff Writer

Five9 has unveiled cloud computing platform for call centres to enable building of native software integrations between Five9 on-demand call centre software and other enterprise software applications.

The company said that call centres across horizontal functions such as sales and marketing, customer service and support, finance and collections can integrate its call centre software with existing CRM applications and create unified agent desktops. The cloud computing platform is complemented by the Five9 developer program.

According to Five9, by joining the developer program, software vendors, systems integrators, call centre consultants, developers and IT professionals can gain access to a development ‘sandbox’ environment for the platform that supports inbound and outbound call centre capabilities, API documentation including code samples, and a developer support team.

Reportedly, Five9 Cloud APIs consist of a CTI Web Services API and a Configuration Web Services API. The CTI Web Services API is designed for computer-telephony-integration on the desktop. The Configuration Web Services API is designed to integrate common call centre administration functions such as adding agents, configuring skills, adding new leads to lists and managing campaigns.

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Jim Dvorkin, CTO of Five9, said: “Five9 yet again delivers on its reputation for market leadership and innovation by introducing the call centre industry’s first on-demand call centre platform that will enable third-party developers to create industry-specific call centre applications and integrated solutions. Five9 Cloud APIs provide an easy way to embed virtual call centre capabilities into any application, opening up many opportunities for software vendors and services organisations to provide complete solutions with tightly integrated on-demand call centre software.”

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