SupportSeven’s website states that “Selling a product or a brand without superior customer service and a positive attitude is a recipe for failure.” The call center was never lacking in positivity, but in other aspects the company knew it needed help meeting customer needs and business goals. SupportSeven’s premise-based solution was not as cost-effective, flexible, nor productive as it could be, and so President Tom Rocca enlisted the help of Five9 (News - Alert). With a cloud-based platform, Five9 serves as a leading provider in contact center software, allowing companies like SupportSeven to reduce capital investments and lay the groundwork for significant growth.

Growing, as Rocca knows, is a challenging process: “Software licensing, storage, raised floors, rack environments, more IT people—it really added up.” With the help of Five9, itself a rapidly growing provider of outsourced services, SupportSeven was able to ease the growing pains.

Five9 CEO Mike Burkland said SupportSeven had “huge growth opportunity,” and knew just how to tap into this potential. With premise-based technology “holding it back,” SupportSeven could spend as much as $100k to $500k to add just one larger client. Offering a cloud-based solution, Five9 was able to reduce these significant costs, allowing SupportSeven to expand its business with streamlined operations.

SupportSeven, along with Five9’s help, has enhanced its client service and can now quickly and transparently scale to add or reduce agents based on client need. With no premise-based equipment to manage and maintain, the company has decreased its spending on capital investments and system upkeep. Even better, with these savings SupportSeven has been able to invest further in training and business development. Now agents are more productive and work faster, thanks to Five9’s intuitive and efficient user interface.

In a two minute video available here, Rocca elaborates on the advantages of working with Five9, saying the company has made him feel “more comfortable” selling SupportSeven’s services. “It’s nice to know that I also have a platform that can move our reps to an outside campaign,” said Rocca. Five9 has enabled SupportSeven to pulls its goals of exceptional service and reduced spending within reach, achieving a balance which is difficult to maintain in the contact center industry.

“Everything is so unpredictable,” said Rocca. Five9 attacks just this issue, as it works to help companies deal with the inevitable ups and downs of the job. This is Five9’s ultimate benefit—it is a flexible service provider which both offers and teaches flexibility to its clients. SupportSeven is only one of such clients, numbering 1,500 worldwide, which has profited by Five9’s revolutionary software and business model.

Is cloud technology the right technology for you? Rocca says “The answer in our case was yes.”