Call Center On Demand Featured Article
With Five9's Call Center on Demand System, Call4You Improves Customer Win Rates
Call center on demand and hosted contact center provider, Five9. has announced that New Jersey-based mortgage lender Call4You has improved its customer win rates after deploying an integrated lead management software solution from Leads360 and Five9, built on Five9’s Cloud Computing Platform for call centers.
With Five9 Cloud Computing Platform for call centers, software vendors, systems integrators, call center consultants, developers and IT professionals can build native software integrations between Five9 on-demand call center software and other enterprise software applications.
Jim Dvorkin, chief technology officer at Five9, told TMCnet in a recent interview that productivity gains from integrating Five9 virtual call center software with a lead management system can be substantial and can be a major factor in Call4You’s improvement.
“The integrated solution automates the workflow from customer website inquiries right up to talking to a live agent, and data synchronization between the Five9 and Leads360 systems,” Dvorkin said. “This eliminates time-consuming manual activities and let’s loan officers focus on processing applications.”
Additionally, in a recent press release, Dvorkin also said that the success of Call4You demonstrates how deploying integrated on-demand call center applications built on Five9’s industry-first Call Center Cloud Computing Platform produces immediate results, without significant capital investment or a lengthy implementation cycle.
Call4You processes mortgage leads for multiple online financial services companies and the integrated solution improves speed-to-contact. Company officials said that this allows the company to reach “leads faster than the competition and close more deals.” What's more, once the consumer completes an application online, Leads360 captures the information and passes it to the Five9 Virtual Call Center software for automated dialing via the predictive dialer.
Also, inbound calls are immediately qualified in the Five9 IVR system and transferred to a licensed loan officer. Company officials said that Five9 and Leads360 exchange data instantly and trigger appropriate actions in each system based on call results and other important business events.
In addition to the obvious success of Call4You, the improvement of its operations solidifies Five9’s stronghold in the call center industry.
“It validates and proves the value of the Five9 Cloud Computing Platform for Call Centers and confirms that market-leading CRM and lead management Software-as-a-Service solution vendors are investing in our platform,” Dvorkin said in a recent TMCnet interview.
The pre-packaged application integration is used by Call4You. In order to automate all outbound calling activities, it leverages the Five9 Cloud APIs provided by the Five9 Cloud Computing Platform for Call Centers, and built-in Web services features of the Leads360 system.
So, what’s next for Five9 on its path to success?
“We will continue to improve and enhance the Cloud Computing Platform for Call Centers and announce additional integrated customer deployments on the platform as our momentum accelerates,” Dvorkin told TMCnet.
Anshu Shrivastava is a contributing editor for TMCnet. To read more of Anshu’s articles, please visit her columnist page.
Edited by Kelly McGuire