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Five9's Call Center on Demand Improves Business Over Premise-based Solutions: Customer Spotlight

March 12, 2010

By Kelly McGuire,
TMCnet Editor

For call center on demand and hosted contact center provider, Five9, success is often measured by more than just end of year revenue and pats on the back. Specifically, listening to customers talk about how and why they implement Five9’s services is a direct way to assess the performance and reliability of its call center systems.  
Keeping that in mind, Five9 released a customer spotlight this week, which highlights the National Telecommuting Institute, or “NTI,” a Boston, Mass.-based company that works with teleworkers across the country, using a Five9 distributed call center.
“Unlike premise based solutions, Five9 has been designed from the ground up to provide our customers a virtual call center with geographical independence, while providing management and administration of this environment,” said Jim Dvorkin, chief technology officer of Five9.
Offering government funded recruiting and placement services to call centers which have “gone virtual,” NTI is a nonprofit organization with a mission to identify employers for Americans with disabilities in need of home-based work.
“We are using Five9's platform for our own virtual workforce, which is dispersed across the United States,” said M.J. Willard, executive director of NTI. “We had started with Five9 for a special project and found that using on-demand call center software was much easier and more cost-efficient than the premise-based solutions we had been using in-house.”
By using the Five9 call center system for their own recruiters who interview applicants seeking home-based jobs, NTI is able to provide thousands of agents with disabilities to call centers.

Kelly McGuire is a TMCnet Web editor, covering CRM and workforce technologies, and anchor of its daily TMC Newsroom video broadcast. Kelly also writes about eco-friendly "green" technologies and smart grids, compiling TMCnet's weekly e-Newsletters on those topics, as well as the cable industry. To read more of Kelly's articles, please visit her columnist page.

Edited by Kelly McGuire