Join Five9 on a five part journey through the evolution of the contact center.

1. The Evolution of the
Contact Center
Join Five9 on a five part journey through the evolution of the
contact center
Part 5: 2006 and Beyond

2. The Next Generation
The first generation iPhone
is released, increasing
consumer mobility and
instantly changing the way
companies interact with
customers.
Consumers are now always
connected, even while on the go.
2006

3. The development of remote desktop support in 2008 allows
customers to not only receive support from contact center
agents but to co-browse and personally execute suggested
actions.
2008 The Next Generation

4. The Next Generation
The first WFO solution is
delivered in a SaaS model.
While preliminary solutions
were not as robust as on-
premise technology, it gave
companies greater flexibility
and business agility.
2011
So?
These solutions enabled agents
to better manage time and
helped companies prepare for
high volume hours.

5. Contact centers adopt natural language processing technology to
intelligently identify problems, decide next best actions, and
resolve problems before agents even enter the interaction.
2015 The Next Generation

6. Today, contacts centers have merged the technologies that power
both consumers and businesses to create a Simply Smart contact
center. These contact centers track interactions regardless of
channel, provide proactive customer care, and ensure that both
businesses and customers are provided with the tools they need to
succeed.
And Beyond

7. Any other milestones we’ve forgotten?
Submit in the comments below or Tweet us @Five9!