IQMS Enhances its Engagement With Customers Using Five9 Cloud-Based Contact Center Software
Deployment of Five9 brings new level of convenience and richer support experience for customers of IQMS manufacturing ERP software
PASO ROBLES, CALIF. – March 8, 2016 – IQMS, a leading manufacturing ERP software and manufacturing execution system (MES) authority, today announced that it has implemented the Five9 (NASDAQ: FIVN) Virtual Contact Center. Using Five9’s cloud-based contact center software, IQMS is enhancing customers’ experience by quickly routing users to the right support representative—reducing the time it takes for them to get the answers and assistance they need.
Five9’s software has been integrated with the IQMS EnterpriseIQ customer relationship management (CRM) module from the IQMS EnterpriseIQ enterprise resource planning (ERP) system, which IQMS uses internally to manage its own customer interactions. As a result, when a customer contacts IQMS, Five9 directs the call to the most appropriate agent and triggers the CRM software to provide the agent with a screen pop-up identifying who is calling. Additionally, a customer who reaches out to IQMS about an existing issue can enter the ticket number; Five9 then will direct the call to the right support rep, who will see a CRM screen that summarizes the issue and its status.
“Our customers turn to IQMS for our leadership in delivering comprehensive manufacturing ERP software that combines a native manufacturing execution solution and single database approach to ERP,” said Gary Nemmers, IQMS CEO. “With our Five9 implementation, we are expanding our commitment to creating a superior experience for customers and to continuously improving our products and services.”
The first phase of the Five9 deployment at IQMS covers phone calls and is now up and running. In addition to intelligent routing, Five9 contact center software brings IQMS customers added convenience with an automatic callback option. Customers keep their place in the queue for service, but they no longer have to remain on hold to do so. In phase two, IQMS will take advantage of Five9’s multichannel functionality to automate the routing of emails and chat, which also will be integrated with EnterpriseIQ CRM. The migration of IQMS email and chat handling to Five9 is expected to be complete in early Q2 2016.
“As our business continues to expand, a top priority is maximizing customer satisfaction as we support a rapidly growing number of users,” said Shannon Holloway, IQMS vice president of product support. “With Five9’s multichannel contact center capabilities, we are able to bring a richer experience and greater convenience to our customers through their communication channels of choice. Meanwhile, Five9’s scalable cloud-based model means we have the confidence that the system can keep pace with our business.”
“As a leading innovator in manufacturing ERP software, IQMS understands firsthand that value extends beyond the product to encompass the total customer experience,” said Mike Burkland, Five9 president and CEO. “We are thrilled by IQMS’ success in integrating our Five9 end-to-end cloud contact center solution with its CRM software to enhance the company’s customer engagement and improve operational efficiency.”
About Five9 Inc.
Five9 is a leading provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating approximately three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud. Five9 provides businesses reliable, scalable, secure and compliant cloud contact center software designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results. For more information visit www.five9.com.
IQMS uniquely combines ERP and manufacturing execution system (MES) functionality to give manufacturers a comprehensive end-to-end suite for running the business, backed by the real-time performance and scalability that companies demand. Developed specifically for mid-market repetitive, discrete and batch process manufacturers, IQMS provides robust capabilities for addressing strict customer and regulatory certification and compliance. IQMS achieves this by delivering traditional ERP functionality for accounting, sales orders, material requirements, inventory and purchasing, plus extended native features for CRM, human resources, production scheduling, shop floor control, warehouse and quality modules. With offices across North America, Europe and Asia, IQMS serves manufacturers around the world. For more information, please visit https://www.iqms.com.