Call Center On Demand Featured Articles

On Demand Call Center and CRM Solutions Increase Success at TMone

June 22, 2009

By Stefania Viscusi,
Assignment Desk Editor

As a business process outsourcing company, TMone, provides customer interaction services for a number of B2B and B2C clients in the communications, financial services, retail, software and utility sectors.

In a bid to increase the quality of their clients' experience, the company recently deployed a combined on-demand call center and on-demand CRM solution.

Specifically, the company deployed Five9’s Virtual Call Center Suite, integrated with Salesforce.com’s (News - Alert) On Demand CRM offering – moving into the cloud and allowing the company to gain a number of new enterprise client wins.

“We’re very pleased to see TMone quickly grow their business through the use of Five9,” said Mike Burkland, chief executive officer of Five9. “By combining the broadest set of features in the on-demand call center software industry along with Salesforce.com’s powerful CRM solution, TMone has succeeded in delivering a truly unique and positive customer experience that sets it apart in the BPO market.”
 
Five9’s Virtual Call Center Suite includes outbound and inbound call center capabilities and makes it possible for agents to handle more calls successfully. The offering is delivered as a Software-as-a-Service and is used for applications like telemarketing, collections, inbound sales and customer inquiries.
 
Through the new unified offering, TMone’s entire call center works together more efficiently and productively, and agents have the ability to maintain customer information in a unified cloud – increasing customer loyalty and offering a far stronger adherence to the company's marketing communications strategy.

“We pride ourselves on delivering a ‘red carpet’ customer experience on behalf of our clients. Five9 turns our Salesforce.com solution into a fully-functional, enterprise-grade Web 2.0 contact center,” said Anthony Marlowe, co-founder, president and chief marketing officer of TMone. “We chose Five9 for its market leading combination of scalability, reliability and functionality. Since moving to the Five9 platform we’ve been able to grow large customers faster than ever before.”

Last month, Five9 made headlines with the release of version 7.2 of their Virtual Call Center Suite. The latest release is targeted toward telesales and telemarketing organizations that are responsible for outbound calling to help increase productivity and drive revenues.

The company was also awarded a Communications Solutions 2008 Product of the Year Award from Technology Marketing Corporation (TMC (News - Alert)) that honors the company’s leadership and vision.
 
 
 

Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.

Edited by Michael Dinan