Five9’s Jim Dvorkin Discusses the Advantages of SaaS for the Contact Center Adoption of Software as a Service (SaaS) is increasing in the call center industry, as companies are discovering the advantages today’s hosted solutions have over on-premise systems. TMC recently held an online interview with Five9’s CTO, Jim Dvorkin, who explained the advantages today’s SaaS solutions bring businesses.

Is Now the Time to Go With a Workforce Management Solution?
Today’s workforce management software does much more than schedule the agents’ shifts. These systems can actually help companies predict the trends which will result in a sudden increase or decrease in traffic — and thus can help companies plan for the unexpected. In this sense, today’s workforce management software is used more like a forecasting tool, rather than a basic spread-sheet scheduling system.

Contactual Launches Authorized Reseller Program
Contactual has launched a new reseller program to help it attract new domestic and international partners who in turn will be able to quickly and easily distribute its innovative hosted contact center solutions to their customers all over the world. One of the first companies to join the new reseller program is BayanTrade, a leading knowledge process outsourcing

Want to the learn more about call centers and CRM? Then be sure to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the contact center industry. The library offers white papers, case studies and other documents which are free to registered users. The papers are authored by industry leaders who, in turn, receive qualified sales leads from interested parties. Visit www.tmcnet.com/tmc/whitepapers.