Call Center On Demand Featured Articles

Five9 Remote Call Center App: Improve Your Customers' Experience

July 15, 2011

By David Sims,
TMCnet Contributing Editor

Hey, how do staff remote agents for your call center, anywhere in the world sound?

If your call center’s pretty close to normal, over the years there have probably been some struggles to improve agent satisfaction and reduce agent attrition. According to Five9 (News - Alert), due to the increased adoption of VoIP, virtual call center technology, and outsourced call centers, “companies have recognized that staffing at-home agents can offer lower operational costs, more rewarding agent and customer experiences, and ultimately improved employee retention rates.”

In other words, your agent problems might be greatly reduced.

The Five9 Agent app is entirely browser-based, company officials say: “As long as they have an Internet connection and a USB headset, agents can log into the system from anywhere in the world.” This means supervisors can monitor their remote agents as effectively as if they were in the same building.

Earlier this month TMC’s (News - Alert) Rajaini Baburajan wrote that Five9 Network Systems announced collaboration with Fusion-io (News - Alert), a pioneer in next generation storage memory platform for data decentralization.

The partnership enables high-density deployment of Fusion ioDrive technology integrated into Five9NS “S” series platform.

The Five9NS “S” series platform with ioDrive Duo and ioDrive Octal products is now available to Five9NS Channels in the Telco, Healthcare and Government / Defense Systems markets.

Five9NS “S” series platforms enable Five9NS Channel Partners to pursue new interactive, networked applications demanding high performance. They are available in either a 2U or 4U chassis with mixed choice of Fusion’s ioDrive, ioDrive Duo and ioDrive Octal.

The new system features a minimized footprint- up to 20TB non-volatile ioMemory delivering 2.1M+ IOPS in a slim space saving 2U rack mount package. Called as the new building block for data center applications, Five9NS “S” series offers 100 times the density of traditional RAM (News - Alert).

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Chris DiMarco