On-Demand call center services provider Five9 has announced a worldwide implementation of their Virtual Call Center Suite with Predictive Dialer for Omega Direct Response, a global provider of outsourced call center services.

 

Five9’s Virtual Call Center Suite offers outbound and inbound call center capabilities. The offering is fully hosted and makes it possible to execute several inbound and outbound campaigns at the same time.

 

For outbound campaigns, a predictive dialer is used to automate calling and boost productivity. For inbound calls, Five9's Virtual Call Center Suite includes ACD and skills-based routing as well as real-time reporting and quality monitoring tools.

 

Omega delivers customer care and sales support as well as outbound campaigns with in-language services in Spanish, French, Mandarin, Cantonese, Hindi, and other languages.

 

“We specialize in inbound, outbound and multilingual customer contact at every stage of the customer lifecycle. We wanted a proven partner committed to high service standards and growing demand," said Omega CEO Bharat Hansraj.

 

With Five9's Virtual Call Center suite, Omega's team can effectively utilize daily reports and feedback to ensure excellent service that is tailored to each customer is delivered on every call. Also, with Five9's platform, Omega has a competitive advantage that ensures "market entry in other regions such as Europe and the Middle East will be supported aggressively and flexibly."

 

Five9 announced the release of Virtual Call Center Suite 7 back in July featuring enhanced predictive dialing features such as IVR self-service and advanced call routing as well as enhanced reporting for inbound, outbound, and blended call center operations.

 

"With release 7 we have introduced a number of capabilities for inbound call centers to meet the growing demand for help desk, technical support, and business continuity solutions,” said Jim Dvorkin, CTO at Five9.