Call Center On Demand Featured Articles

Five9 Deploys Software Platform for Carolina Call Center

December 03, 2008

By David Sims,
TMCnet Contributing Editor

Five9, a vendor of on-demand call center software, has announced the multi-year deployment of its call center software platform at Carolina Call Center.
 
A vendor of customer service to the education sector, Carolina Call Center delivers consultative support to parents, students, and educators looking for additional instructional programs to augment the classroom.
 
“We’ve been supporting the educational mission of the Carolina Call Center clients for a long time,” said Mike Burkland, CEO of Five9. “Through our relationship we’ve helped Carolina Call Center scale up and down, depending on seasons, economic cycles, and client acquisition.”
 
In 2008, TMC reported that Vonage (News - Alert), a provider of VoIP phone service, selected the Five9 Virtual Call Center Suite to launch what Five9 officials called “an ambitious campaign” to 70,000 customers.
 
With a history of subscriber growth (nearly 2.6 million lines in service), Vonage wanted to revamp their in-house phone service. They asked vendors to supply predictive dialing and outbound call center functionality to support their marketing campaigns.
 
“Aimed at winning back customers, the project timeline was aggressive” Five 9 officials said, adding that their implementation team engaged to deploy the virtual call center for agent operations in the U.S. and Canada.
 
According to Bryan Ackerman, owner of Carolina Call Center, “Our business looks for products that align with our vision for quality and flexibility.” He noted that much of his business arises from clients’ needs changing with global economy shifts, and their looking for “flexible work settings, including work at home.”
 
Five9 claims clients in many industry applications in deployments on five continents, including education, marketing services, mortgage and loan, and municipal services.
 
Back in September, TMC and Five9 launched an electronic content channel, “Call Center On Demand,” an addition to the TMC (News - Alert) news portfolio.
 
The Call Center On Demand channel promotes virtual call center products and includes an overview of Five9's products. In addition, visitors can find resources such as free quotes, white papers, a return on investment (ROI) calculator, feature articles and industry news.

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 Stefania Viscusi