Call Center On Demand Featured Article

The Hosted Contact Center: Keep Your Productive and Successful

By Susan J. Campbell
TMCnet Contributing Editor

Five9 (News - Alert) offers a robust hosted contact center that is well-positioned for enabling agents to stay productive and successful. It utilizes a single platform that gives agents the ability to receive and place calls. Five9 empowers agents to take both outbound and inbound calls and because it’s offered in the cloud, agents can be anywhere. This gives the call center complete flexibility.

As captured in this video, companies like Blue Ruby, which make GPS applications for iPhone and Android (News - Alert), are taking advantage of Five9’s hosted contact center. When a customer calls in and connects with an agent, a complete list of information about that customer pops up on the agent’s screen.

In addition to this information, the appropriate script for dealing with that particular customer is ready for the agent to use, handling the call efficiently. This gives hosted contact center agents all the tools they need to close a deal. It also gives agents the necessary controls to resolve the call quickly, including soft call controls and call transfers.

Five9’s hosted contact center is designed to be effective and efficient. Immediately following the customer interaction, the agent is placed in a call wrap up session in order to categorize the call. After wrapping up the support call the hosted contact center keeps the agent productive by automatically distributing a new outbound sales call using a screen prop to provide the prospect’s information.

Sales campaigns can easily be matched to skill sets to ensure the best agent for each and every sales call. Agents can easily take the customer’s order by setting the correct features. Behind the scenes, Five9 is recording complete call history, including hold and wrap up time so Blue Ruby can keep an eye on efficiency and performance. This is a valuable tool for many hosted contact center operations. Keeping logs and reports to better understand agents’ productivity is a major asset.

Five9 also works with leading CRM (customer relationship management) applications by providing a fully-integrated desktop. Here, businesses can see the agent handle the same inbound call on salesforce.com with the customer’s information and call script. This blended hosted contact center where agents stay productive with both inbound and bound calls is critical for the company seeking a competitive edge.

This approach is completed without any hardware, software or the headache of traditional, premised-based contact centers. Using the cloud within this solution is an easily integrated concept for any business seeking to develop a cost-effective way to interact with customers, building revenue and loyalty along the way.