Five9 (News - Alert), a provider of cloud-based software that facilitates the creation of virtual call centers, moved 160 employees from its 28,000 square foot office building in Pleasanton, Calif., to a 50,000 square foot space in the Bishop Ranch complex in San Ramon, Calif. The company has seen rapid expansion of late and was named to Inc. Magazine’s list of America’s Fastest Growing Companies both last year and the year before.
Mike Burkland, CEO of Five9 said, “Our revenue growth continues to accelerate, as evidenced by our inclusion on this prestigious list for a second year in a row. The business flexibility that our cloud-based call center solutions provide is critical to driving customer satisfaction. Companies of all sizes have benefited from our solutions through higher customer satisfaction, improved agent productivity and lower call center infrastructure costs, all key ingredients for contributing to the innovation and growth necessary to drive the economy.”
Five9 delivers solutions for blended, inbound and outbound call centers. The company’s solutions include automated call distribution, which routes the right caller to the right agent with the right skill set. Their IVR solutions allow callers to provide voice information that is then used to connect the caller to the best available agent. Five9’s solutions also allow companies to integrate their websites with the cloud-based call center, allowing customers to request individual callback times.
Another advantage of the cloud-based call center solution is the ability to employ a distributed workforce. Working from home increases agent satisfaction and retention while cutting down on commuting costs as well as the ecological impact of an in-house workforce. Happier agents create a better environment for high quality service delivery, and more retention means less money spent on training and operational costs.
“We can accommodate call centers from three employees up to 1,000,” Ken Osborn, Five9’s vice president of marketing, told the Mercury News. “We are seeing customer growth across a number of industries. We provide inbound and outbound calling. Customers can scale their call centers depending on demand, people can work at home, they can outsource, they can insource. We provide a lot more business flexibility.”