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Call Center On Demand Article Archive

Security in the Hosted Contact Center
A recent post on Five9's new blog notes that security is a fast growing topic of discussion in the hosted contact center space, and rightly so. As the volume of malicious cyber attacks rises, securing your data in the cloud becomes an even greater concern. What assurances can hosted contact center providers offer to make sure that critical personal and financial information is kept safe?

Need Cloud Contact Center Guidance? Look to Five9's New Blog
Are you interested in the call center on demand concept but don't know what's involved in making the transition to the cloud? Are you seeking guidance for your hosted contact center but don't want to sift through sales-based materials? Considering call center software, but don't know how to compare one patform to the other? Foretunately, Five9 just launched a new blog, and you're likely to find the answers you need by clicking through.

American Support and Five9 to Discuss Benefits of a Cloud Contact Center
More and more contact centers are making the switch from legacy call center software and equipment to hosted solutions that are provided and maintained over the cloud. Call center Software-as-a-Service offerings reduce infrastructure maintenance costs, allow for flexible agent staffing and are quick to deploy.

General Dynamics Subsidiary Bags $30 Million Call Centers Contract Creating Nine Thousand Jobs in 14 States
The new Federal Health Care Law has been the target of opposition's criticism since its inception. According to a CBO 2010 estimate, the law, which makes it mandatory for companies of over 50 workers to offer health benefits to every full-time employee or pay a penalty of $2,000 per worker, would reduce available jobs in the country by half a percent. The fear of high penalties might cause some companies to hire more low-wage and part-timer workers instead of full-time employees, the budget office explained.

Twitter and the Call Center
In today's era of social media and mobile connectivity, the call center is no longer restricted to the realm of the telephone. With so many new communication channels, call center operators are empowered to take proactive steps to meet their customers' needs. In fact, call centers would be ill-advised to ignore these opportunities, as a single negative experience can go viral in nanoseconds.

Power Dialer: Five9 Gives Muscle to DirectBuy San Diego's Outbound Calling
DirectBuy was founded in 1971 to offer consumers a different, less expensive way to buy home products and services. Based in Merrillville, Ind., the company has 160 showrooms across the U.S. and Canada. Members pay a fee to join, which allows them to buy merchandise directly from 700 manufacturers and suppliers while avoiding the price markups typically charged by retailers. Products include home furnishings, home improvement items, outdoor furnishings, flooring, and other accessories.

Five9 Reports Successful Start to 2013
Cloud contact center solutions provider Five9 reported a successful first quarter to start off 2013. In fact, the company now boasts over 1,800 clients and three billion contact center interactions annually.

Five9 to Present on Best Practices for Blending Call Center Transactions in the Era of Social Media
In the age of constant social connectivity, businesses must stay nimble to keep and attract the best customers. Social media and the rise of smart phone technology have created a world of instant communication, and call centers must be ready to take advantage of these technologies.

Gamification : Effective Tool or Wasted Effort?
The technology used in the contact center today has evolved to a point that it's hard to imagine the hardware and software used by contact center agents being any more helpful than it already is. And yet, contact centers continue to struggle with the same issues - high employee turnover, efficiency and productivity, ensuring a quality customer experience - time and again. Perhaps, the weak link in the call center chain isn't technology, but the people who use it every day.

Call Center Telecommuting: Yes or No?
It's simple. Employee retention hinges on employee happiness. For the call center, this simple point is an important one. Call center turnover is a prevailing problem in the industry today, and businesses are striving to come up with creative ways to attract and retain the best talent possible.

What's Holding You Back from the Cloud?
Cloud technology is rapidly advancing in today's IT world. Its benefits are broad and well documented by now. However, according to CA Technologies, 53% of businesses surveyed have no plans to implement cloud solutions, and of those who do, nearly two thirds say it will take two years to allocate a proper budget. For contact centers, figures are even worse.

More Call Center and Back Office Jobs Likely for DFW
It seems that Dallas-Fort Worth has become the preferred destination for enterprises to set up their call centers and back office operations.

Corus360 Intros PowerCloud360 for Companies Running IBM Power Systems
Atlanta-based technology solutions firm Corus360 has announced its PowerCloud360 offering, saying that it's for companies running IBM Power Systems and interested in having their AIX, IBM i, or Linux applications hosted to reduce IT capital expenditures and expenses.

VPS.NET Unveils Novel Customer Care Assurance
VPS.NET has unveiled a novel customer care pledge, wherein it aims to offer its clients a sophisticated, dedicated customer service. Clients will now be offered a one month money-back assurance for all VPS.NET offerings and services. VPS.NET has also unveiled a service level contract for all clients.

Stream Global Services Expands Footprint in LATAM
Stream Global Services is expanding in the Latin America (LATAM) region and globally with the launch of its latest call center.

Five9's Cloud Call Center Solution: A Guided Tour, Part 4
In part one of the series, we looked at the general capabilities of the call center solution; in the second part, we examined the Five9 tool with an eye toward disposition; and in the third installment, we looked at the interface from a supervisor and call center agent perspective. Now, we'll explore the reporting capabilities of the cloud-based tool.

Spoken Announces Appointment of Nassar as EVP of Sales and Marketing
A provider of cloud-based Avaya contact centers, Spoken Communications, has announced the appointment of John Nassar as its new executive vice president of sales and marketing.

Reducing Contact Center Turnover Starts at Home
Of the many expenses involved in running a contact center, by far the greatest is labor costs. This is to be expected, and is the case in most businesses. But contact centers suffer from an ill that most other companies don't feel quite as acutely: high turnover. Turnover rates in the contact center industry, which can exceed 100 percent a year - cost contact centers a great deal of money.

Five9's Cloud Call Center Solution: A Guided Tour, Part Three
In the first part of our series on the Five9's Cloud Call Center solution, we took an overview of the solution. Then, in part two, we examined Five9's interface from a disposition point of view. In this, the third part of the series, we'll see some of the features of the interface from a supervisor and agent point of view.

New Call Center Play Spotlights the Reality of Call Center Work
A new play gets beyond the call center stereotype and shows what it really is like to work in a call center.

Five9's Cloud Call Center Solution: A Guided Tour, Part 2
In part one of my guided tour of the Five9 cloud-based contact center interface, I examined the admin perspective. But David van Everen, VP of Digital Marketing at Five9, showed me all of the features, including the interface's functionality from a disposition point of view.

Finding Success with At-Home Agent Strategies
Technology advancements have certainly changed the way in which we do business. Consumers can complete transactions from a smartphone; tapping phones together enables the sharing of files; and secure connections ensure talented individuals can work effectively from a home office.

Florida Call Center Uses LiveOps to Tap Growing Purchasing Power of Hispanics
Latino buying power in the U.S. is expected to grow to $1.5 trillion by 2015. The Hispanic population is the fastest growing population segment of the U.S., and is expected to grow 167 percent by 2050.

Five9 to Demonstrate Critical Value of Cloud Contact Center Solutions
Smart contact centers have met these seemingly contrary demands - a higher grade of customer service on a smaller budget - with cloud contact center solutions. Cloud solutions have a number of cost advantages: they require little to no upfront capital, unlike traditional premise-based systems, and they allow companies to pay for only what they need, often on a month-to-month basis, allowing companies to shrink or ramp up the number of seats they use in accordance with seasonal demand fluctuations.

GM Shuffles the Deck: 300 Call Center Agents Moved, 104 Factory Workers Laid Off
Good unemployment numbers out of Washington today are no consolation for 104 General Motors workers at the company's Flint, Mich., engine plant.

Five9 Discusses Cloud Contact Center Software at Upcoming PACE Event
Contact center managers are always looking for ways to improve performance, customer service and cost efficiency. For companies seeking concrete answers for these complex issues, there is good news. The annual PACE Convention and Expo, which will run from March 10 to March 13 in Scottsdale, AZ, will bring together thought leaders from across the world to discuss driving solutions for today's customer interactions.

Five9's Cloud Call Center Solution: A Guided Tour, Part 1
They say you never truly know a man until you go camping with him. The same general principle can be applied to any number of items: you can't know a car until you drive it or a sandwich until you taste it. You also can't know how efficient, effective or easy-to-use a software solution is until you try it out for yourself. That is why I asked David van Everen, vice president of Digital Marketing at Five9, to show me the company's cloud-based contact center interface to see just how feature-rich and easy to use it was. I have to say, after an extensive tour, I was duly impressed.

Five9 Explains How to Use the Cloud to Compete with the Giants
Startup companies have plenty of challenges they need to deal with, and setting up a contact center is not always at the top of the list. This is especially true for small companies that may not have the resources to deploy an on-premise model. But there is good news for these companies, as cloud-based contact centers are a cost-effective and simple way to deploy a contact center that can compete with the largest enterprises. For those companies - large or small, new or old - that want to leverage the power of the cloud, there are experts out there who specialize in exactly this kind of situation. One of those companies is Five9.

Five9 Brings Call Centers to the Cloud
No matter what business you are in - or how large your company is - you strive to maximize productivity and increase customer satisfaction. For call centers that are looking to improve in both of these areas, one way to do so is to migrate from an on-premise to a cloud-based, hosted contact center. This call center on demand can also increase agility and flexibility, providing real ROI and moving your business toward cutting edge technology. One company that specializes in migrating contact centers to the cloud is Five9, and according to company executives, Five9's solutions can indeed maximize productivity and increase customer satisfaction.

Cake Boss Gets a Cloud Contact Center
You don't need to be a cake boss with a nationally known television show to have a contact center, but the Cake Boss is leading the way by showing that contact centers are possible for small and medium-sized businesses (SMBs).

Smith Optics Selects hybris Commerce Suite
Smith Optics Inc. has chosen hybris to help improve its Web-based capabilities, thereby ensuring augmented profits. The hybris Commerce Suite with hybris PCM will offer enhanced Web-based experiences to customers purchasing the finest goggles, eyewear and other sports products from Smith Optics.

Better. Cheaper. Faster. Five9 Helps Contact Centers Move to the Cloud
It sounds a bit like the opening from the classic 70s TV show The Six Million Dollar Man. Better. Cheaper. Faster. Though it's not quite the same as building a cyborg superhero, transitioning a contact center from an on-premise model into the cloud can help companies achieve the above benefits and a whole lot more. Virtual call center specialists Five9 has a wealth of experience guiding companies through this process, and the company understands how to navigate the process and bring a host of benefits to businesses that are looking to make this change.

ShoreTel Releases ShoreTel Enterprise Contact Center 8
ShoreTel, a provider of simple unified communications platforms, claimed that its newly released ShoreTel Enterprise Contact Center 8 is available to enterprises with extended feature set that can keep customer experience brilliantly simple.

Convergent CEScore Based on TouchPoint One's Acuity CCPM Platform Wins CUSTOMER 2012 Product of the Year Award
TouchPoint One recently announced that its Acuity CCPM platform based Convergent CEScore, a Contact Center Performance Management solution has been recognized with the CUSTOMER 2012 Product of the Year Award by TMC.

Amcom's Solutions Selected by Leading Medical Center in Qatar
Amcom Software, Inc., a subsidiary of USA Mobility, Inc., recently announced that its emergency notification and call center solutions have been selected by Sidra Medical and Research Center in Qatar, a vision of Her Highness Sheikha Moza bint Nasser who envisions the facility as the most advanced medical institute in the Middle East and a world center of excellence in patient care, research and medical education.

CRMXchange Unveils New Series of Live Webcasts
Cyber M@rketing Services/CRMXchange, an online destination for the exchange of information and ideas for CRM and Contact Center professionals, revealed a new series of live webcasts via their Technology Innovation Showcase.

Indosoft's Q-Suite SIP Proxy Now Offers Load Balancing with Asterisk Cluster for Contact Centers
Q-Suite's High Availability SIP proxy now offers load balancing for contact centers setup with an Asterisk cluster, informed company officials at Indosoft.

Industry Wide Social Media Usage Survey Designed, Measuring Contact Center Adoption
In today's times, the impact of social media can be felt everywhere. It has become an active channel for social customer care.

Avaya Expands its Asia Pacific Leadership Team
Avaya, a global provider of business communications and collaboration systems and services, recently added two new executives, Ray Teske and Lee Chong-Win, to its Asia Pacific Leadership Team.

Promero to Provide Cloud Based HIPAA Compliant Call Center Software Solution
Promero, a reseller and hosting provider of call center and CRM software, has announced that it will offer cloud based HIPAA Compliant Call Center software solution for healthcare providers and outsourcers that provide call center services to the healthcare industry.

Five9 Appoints Keith Bennett as Sales Director for CALA
Five9, a cloud contact center software provider, recently appointed Keith Bennett as sales director for its Caribbean and Latin America (CALA) operations. Five9 is looking to expand its operations in CALA and believes Bennett's 14 years experience in sales will help the company achieve its goals.

Five9 Recognized for Innovation in the Cloud
Cloud contact center software provider Five9 has been recognized for innovation in the cloud by the Cloud Computing Magazine.

Indosoft Includes Polycom and Linksys IP Phones, Expands SIP Phones' Auto-Provisioning Capability
Indosoft has expanded its auto-provisioning capability of session initiation protocol (SIP) phones with the inclusion of Polycom and Linksys (Cisco) IP phones.

9th Voice Biometrics Conference to Convene in California in the Spring
The 9th Voice Biometrics Conference (VBC) will be held in San Francisco, Calif. from May 8-9, 2013, according to Opus Research, a provider of automated speech processing technologies, contact center automation, enterprise collaboration and mobile commerce.

TCN Releases New Compliance and Security Tools
TCN Inc., a global provider of cloud-based virtual call center technologies recently introduced new proactive compliance and security enhancements that not only meet the clients' needs but also offer maximum operational efficiencies.

Call Centers Will Reach a New Level of Maturity in 2013
The future for the call center industry is shaping up to be a bright one, and I wanted to see what specific predictions that industry experts would have for the coming year. To this end, I spoke with Kevin Bottoms, vice president of business development at TELUS International, to see what he saw as he peeked into the future.

Indosoft Powers Contact Center Services from TeleSpeak
Call center software from Indosoft has been chosen to power cloud driven multi-channel contact center services from TeleSpeak.

CRMXchange and SWPP Announce 12 Precent Rise in Attendance for Annual Contact Center Virtual Conference
Cyber M@rketing Services (CRMXchange) and The Society of Workforce Planning Professionals (SWPP) said that they have experienced a 12 percent rise in attendance for their 5th Annual Contact Center Virtual Conference.

Southwest Airlines Announces Plans to Consolidate Georgia Call Centers
The recession hit the airline industry hard as travelers continue to look else where for transportation. Five of the nine largest United States airlines all have shown significant losses the past few years totaling as much as $6 billion since 2009. As fuel continues to rise and the economy shows no signs of improvement conditions look like they will get worse for airlines before they get better.

SoundBite Mitigates Risk for Contact Centers
SoundBite Communications is mitigating risk for contact centers through its Compliance Solution Suite.

OAISYS Call Recording Solutions Now Interoperable with BroadSoft BroadWorks
As a wide range of advanced telecommunications solutions and services are being made available to the enterprise and individual users, it has becoming more and more imperative that their interoperability and compliance with other solutions and platforms can be ensured to maintain a smooth and regular interconnectivity among them.

1Stream Receives South African Entrepreneurial Company of the Year Award
1Stream has received the South African Entrepreneurial Company of the Year Award from Frost & Sullivan. The research firm has honored 1Stream with this award based on a recent analysis of the hosted contact centre market.

The Right Software Is a Vital Component of a Cloud-Based Contact Center
Businesses are increasingly aware of the importance of call centers. They represent an essential point of contact between companies and existing or potential customers. And, with the emergence of the cloud as a tool for agile and flexible computing and communications, more and more businesses are considering moving their contact centers into the cloud. But, as companies consider this transition, there are a number of different factors they must consider, from cost to complexity. It is important to think about the right kinds of software to implement as well.

BluIP Partners with Hosted Contact Center Specialist Echopass
Echopass is a company that specializes in hosted contact centers and on-demand call center solutions. Its goal is to work alongside partners to innovate within the call center space, delivering solutions designed to improve the customer experience, increase brand loyalty, enhance operational efficiency and leverage a company's assets to increase value.

Companies Participating in LiveOps Channel Partner Program Experience Ongoing Success
LiveOps has announced that companies actively participating in its Channel Partner Program are experiencing early and ongoing success in delivering cloud contact center solutions to their customers.

Five9's Call Center Software Drives Successful Third Quarter
It is the time of year when companies are revealing their third quarter results. Some companies are forced to spin their numbers to make it look like they are successful. But others, like call center software specialist Five9, actually have excellent news to report to the public.

BroadSoft Releases Call Center Xpress
BroadSoft, a global provider of software that enables mobile, fixed-line and cable service providers to deliver real-time communications over their IP networks, has released Call Center Xpress, a bundled call center solution that enables telecommunications service providers to deliver a feature-rich, end-to-end, and fully scalable hosted call center solution to enterprise customers.

Noble Systems Announces Acquisition of Assets from TelStar Hosted Services
Noble Systems Corporation, a major player in unified contact center technology solutions, has acquired assets from TelStar Hosted Services, Inc, a CaaS contact center technology multi-vendor provider offering blended services, predictive dialer capabilities, automated voice messaging and more.

Telax Hosted Call Center Supports ESCO Technologies' CareConnect Service
ESCO Technologies' award-winning CareConnect service, the top communications solution for senior living communities in North America, will now receive 24 hour customer and technical support from Telax Hosted Call Center.

When Money's Tight, Asia Pacific Companies Look to the Hosted Contact Center
The economic crisis befallen the U.S. has had similar impacts in countries throughout the world. Businesses are crunching numbers just as much as the average homeowner. Many businesses are not able to keep up with the latest technologies needed for on-premise contact center solutions, which can put a sizable dent in a budget.

Asian Call Centers Need to Build Social Media Customer Engagement Strategies
One thing the world has today is lots of social media channels, and customers are increasingly using them to interact with companies. Social media allows companies to hear, engage and participate in customer conversations not only during a call, but even when the customer discusses his or her product/service experience with friends or peers on social networks.

Call Center Software Provider Five9 Adds New Member to Executive Team
When you are a leader in a particular industry, it is important to have leaders on your executive team. This is why Five9, a leader in the cloud contact center software market, was looking to hire an industry veteran with a wealth of experience. They found just such a person in David Milam, the newest member of Five9's executive team.

Eric Merritt Joins Five9 as Lead Architect
Five9, Inc., a major player in cloud-based contact-center software, has hired Eric Merritt as Lead Architect.

Sitel Creates 100 Positions for Call Center Agents
Sitel is creating 100 positions for call center agents by expanding its customer care call center in the city of Glasgow, Ky.

Echopass Wins 2012 North American Frost & Sullivan Award for Market Share Leadership
For the second year in a row, Frost & Sullivan has recognized Echopass Corporation, a premier provider of cloud-based contact center solutions to large Enterprises, with the 2012 North American Frost & Sullivan Award for Market Share Leadership.

Frost & Sullivan Recognizes Contact Solutions
Analyst firm Frost & Sullivan has recognized Contact Solutions in an annual report examining the contact center market.

General Services Administration Extends Contract with Telax Hosted Call Center
The U.S. General Services Administration has recently renewed its contract with Telax Hosted Call Center, a firm that delivers advanced hosted call center solutions with more functionality than traditional hardware at a fraction of the cost.

Expert Planet Succeeds in the Cloud Thanks to Five9 and Salesforce
Expert Planet runs sales and marketing campaigns, with well over 1,000 individual agents, and no physical contact centers. How is this possible, you ask? Well, with Five9, they can deploy, test, and optimize client programs through the cloud.

Saddletree Research Commends Nexidia for Accelerating Use of Speech and Text Analytics in Contact Centers
Saddletree Research has commended Nexidia for accelerating use of speech and text analytics in contact centers.

Indosoft Enables Themes within Q-Suite 5.7
Indosoft is allowing managed hosted service providers to brand and theme their multi-tenant call center service at tenant level by announcing the capability of setting up themes within Q-Suite 5.7.

Genesys Enters Hosted Managed Service Provider Agreement with KDDI Corporation
Genesys Japan has entered a hosted managed service provider agreement with KDDI Corporation-the first of its kind for Genesys in Japan.

Gryphon Announces Availability of Core Phone Contact Center
Gryphon, a provider of contact governance and compliance solutions to help improve sales performance and minimize enterprise risk and liability, has recently introduced a real-time, Do-Not-Call compliance solution, Core Phone Contact Center.

Voxeo and Presence Technology Announce Availability of End-to-End Hosted Contact Center Solution
Voxeo, a provider of unlocked communications, and Presence Technology, an international software provider of multi-channel contact center solutions, have introduced an end-to-end hosted contact center solution that uniquely addresses the evolving requirements and challenges of today's mission critical, blended contact centers.

Connect First Intros Certified Cloud Routing Destination Program
Provider of Cloud Routing solutions for the Direct Response industry Connect First has announced its Certified Cloud Routing Destination program in response to customer requests.

Oracle's New CRM Enhances Call Center on Demand Capabilities
The customer service market is seeing an uptick as an increasing number of companies realize the savings they can achieve while benefiting from the various tools that come with call center on demand solutions. The flexibility and scalability of such solutions, combined with the lower cost, makes customer care more accessible for even the smallest companies.

Frost & Sullivan Says Chinese Contact Centre Industry Will Touch US $255 Million Mark in 2017
A recent research report from Frost & Sullivan revealed that Chinese contact center market is growing by leaps and bounds and expected to overtake Australia as the second largest market by 2017.

TMC Names Connect First Cloud Routing as Recipient of NGN Leadership Award
TMC, a global, integrated media company, has named Connect First Cloud Routing as a recipient of the 2012 NGN (Next Generation Network) Leadership Award presented by its publications, Internet Telephony and Next Gen Mobility magazine.

Dubai Electricity and Water Authority Promotes its New Call Centers
The Dubai Electricity and Water Authority (DEWA) has a new call center, and wants the public to know. The utility is promoting its new customer care and emergency call center, which it implemented in order to improve customer satisfaction.

Five9 and Birst Team to Provide Business Analytics to Contact Centers
Five9 is a well-known provider of call center software, providing solutions for outbound call centers, hosted contact centers and on-demand call centers. Now, a partnership with Birst Inc will give Five9 customers the opportunity to take advantage of enterprise-grade business analytics tools in their contact center agent dashboards.

Egypt Enters the Hosted Contact Center Space
So many companies, especially those with a global reach, see the benefits of having a call center on demand. But hosted contact center solutions have not caught on to the point where they are omnipresent. Some companies in some countries are just now starting to embrace the benefits of hosted contact center solutions. The latest nation to enter the on-demand call center space is Egypt.

Telax Hosted Call Center Announces Partnership with Fibernetics Corporation
Fibernetics Corporation, a competitive local exchange carrier that focuses on VoIP products and services has selected Telax's Metaswitch Integrated Contact Center Solution.

Dispelling the Myths about Hosted Contact Centers
In the past, some companies might have been reluctant to implement hosted contact center solutions because there were technological or practical challenges that seemed impossible to overcome. Yet nowadays, on-demand call centers have met and surpassed these early obstacles to become viable alternatives that many businesses are willing to consider. There are several misconceptions that companies have about hosted contact center solutions, but upon closer inspection, each of these ideas has been proven to be false.

The Importance of Integrating Voice and Social in the Contact Center
When I was at Call Center Week in Las Vegas, I heard companies speak, over and over again, about the importance of social networks in relation to the modern contact center. Many companies had software and solutions that were targeted at leveraging social networks as points of customer contact, and just about everyone there had an opinion or prognostication about the future of social media in relation to the contact center. But, as David van Everen of Five9 explains in a recent blog post, companies should not lose sight of voice as a medium for building and maintaining their customer social networks.

CSG International's AgentHub Solution Perfect for Hosted, On-Demand Contact Centers
At Call Center Week in Las Vegas, many companies spoke about their newest releases and solutions. While many companies spoke about broad trends such as hosted contact centers and call center on-demand solutions, one company came to Las Vegas ready to talk about its brand new virtual contact center solution - and that company was CSG International.

Working Solutions Provides Staffing for Hosted Contact Centers
Long gone are the days when call centers were restricted by the limitations of geography. A physical contact center located in a city or town has many limitations, including size restrictions a small pool of talent from which to draw. After all, who would drive more than, say, an hour to get to a call center job? But with the remote agent model trend becoming the norm in many contact centers, there is a high demand for people to fill this "new workforce." That is where companies like Working Solutions come in.

More Numbers in the Cloud: Five9 Helps Contact Company SupportSeven Profit
SupportSeven's website states that "Selling a product or a brand without superior customer service and a positive attitude is a recipe for failure." The call center was never lacking in positivity, but in other aspects the company knew it needed help meeting customer needs and business goals. SupportSeven's premise-based solution was not as cost-effective, flexible, nor productive as it could be, and so President Tom Rocca enlisted the help of Five9.

Cost Benefits Drive Adoption of the Hosted Contact Center
A number of companies have recognized the benefits of moving specific operations to the cloud, but moving the call center to this platform can be daunting. When things have been successfully done a certain way for some time, convincing decision makers that the hosted contact center is a better choice can seem like an uphill battle - until the benefits are truly explored.

College Uses Mediasite to Train On-Demand Call Center Agents
One of the trickiest aspects of having an on-demand call center, one where agents are often located far apart and working from a home environment, is assuring uniformity of training. With a traditional call center, managers can hold training seminars on premise and experienced agents can help newer hires learn the ropes. But recently, San Antonio College has developed a strategy for training its on-demand call center agents, and has applied that strategy to other initiatives as well.

Small Companies Achieve Global Reach with Call Centers on Demand
There is an old saying in business, "Think globally, act locally." While oftentimes this phrase refers to environmental or ethical concerns, as companies are urged to consider their impact on the planet and local communities, more and more the concept is applicable to customer contact. While many small companies would feel that their reach is modest, covering a small local area, it is important for these businesses to realize that, in this day and age, matters of time and geography are not as restrictive as they once were. For this reason, many firms are making smart use of geography to staff call centers that can be available, on demand, 24 hours a day.

Cloud-Based Contact Center Solutions Save Organizations Money From Any Angle
Call centers today are under a great deal of pressure: for starters, consumers are demanding ever-higher levels of service via any channel they choose to contact companies. In today's commoditized marketplace, high-level customer service is often the only thing that differentiates companies from one another. On the flip side, companies are also pressured to keep costs down, particularly capital expenditures and labor costs. Call centers, of course, are labor-heavy operations, often with high-turnover, which means that recruiting, hiring and training are often the greatest expense. So how do you run an operation to keep up excellence while keeping down costs?

Five9 Appoints Dave DeWalt to Board of Directors
Five9 is a provider of cloud-based contact center software for sales, marketing and support. It gives enterprises of all sizes access to contact center solutions quickly, at a cost of ownership far lower than traditional premise-based solutions.Already coming off of record revenue growth in 2011, Five9 increased its Q1 2012 revenue by 65 percent year-over-year.

VoC Can Drive Profitability for Organizations
A world leader in Actionable Intelligence solutions and value-added services, Verint Systems Inc. announced that the company will be represented by Verint thought leaders in several upcoming global conferences this month. Voice of the Customer and Enterprise Workforce Optimization will serve as key themes for all the presentations, Verint informed in a press release.

UK Call Center Firm Poised to Create Hundreds of Jobs
The head of a company that took over a call center in Preston claimed that he hopes to create several hundred new jobs.

Five9 CEO Burkland Named Semifinalist in Ernst & Young Entrepreneur of the Year 2012 Program
Ernst & Young LLP has announced that Mike Burkland, CEO at Five9, a source of cloud-based contact center software, has been named as a semifinalist in the Ernst & Young Entrepreneur Of The Year 2012 program in the Northern California region. The award recognizes the entrepreneur's excellence and extraordinary success in innovation, financial performance and personal commitment to their businesses and communities.

Five9 CEO Chosen as Semifinalist for 2012 Ernst & Young Entrepreneur of the Year
Today, Ernst & Young LLP revealed that Mike Burkland, CEO of Five9, a cloud-based contact center software provider, has been named a semifinalist in the Ernst & Young Entrepreneur of the Year 2012 program in the Northern California region.

Cloud-based Contact Center Company Five9 Completes Funding Round
Cloud-based contact center solutions provider Five9 Inc. announced this week the successful completion of an additional round of equity financing that raised $12 million for the San Ramon, California-based company. The additional funding follows record revenue growth in 2011 for Five9, exceeding 70 percent growth over 2010 revenues. This latest financing round was led by Adams Street Partners with Hummer Winblad Venture Capital and Partech International also participating.

Five9 Moves Headquarters to San Ramon, Doubles Office Space
Five9, a provider of cloud-based software that facilitates the creation of virtual call centers, moved 160 employees from its 28,000 square foot office building in Pleasanton, Calif., to a 50,000 square foot space in the Bishop Ranch complex in San Ramon, Calif. The company has seen rapid expansion of late and was named to Inc. Magazine's list of America's Fastest Growing Companies both last year and the year before.

Lower Call Center Volume with Enhanced Self-Service Options
Customer experience systems developer Amdocs released a survey of 2,900 consumers that underscores the key role that effective self-service channels play in solving customer problems and mitigating negative customer reactions. Conducted in conjunction with research firm, Coleman Parkes, the survey uncovers a significant way for service providers to lower call center costs and boost the quality of customer experience through more convenient self-service capability. Companies can do this, the study found, while making use of customer feedback and information gleaned from the self-service channels to proactively limit the number of calls the their help desks and call centers.

Five9 Teams with NICE System for Workforce Optimization Solution
Cloud-based contact center solution developer Five9 has partnered with NICE Systems to create a cloud-based Workforce Optimization (WFO) solution. According to the company, the new WFO solution integrates NICE technology to provide real-time, cross-channel analytics and will be hosted by Five9 in the cloud. The solution is aimed at contact and call centers of all sizes and levels of complexity.

Identity Studios Rebrands, Becoming IDS Technology Marketing
Identity Studios will now specialize in sales and marketing services exclusively for the high-tech industry. Headquartered in Scottsdale, Arizona, this sales-driven marketing agency announced that is has changed its name to IDS Technology Marketing to highlight its evolution toward technology. The company continues to offer an in-house contact center that can handle client marketing campaigns.

Cake Marketing Delivers Tracking, Analytics to Call Center Service Marketer Rex Direct Net
Newport Beach, Calif.-based Cake Marketing, the SaaS division of Accelerize New Media, Inc., has teamed with Rex Direct Net, a lead generation and call center focused marketing agency.

eGain Delivers On-Demand Customer Contact Information Solution
Cloud and on-site customer interaction solution developer eGain announced that Union Bank has chosen its customer contact platform as part of the bank's expanding customer knowledge strategy. Union Bank offers financial services to individuals, small businesses, middle-market companies, and major corporations.

VANAD Group Offers Multilingual On-Demand Call Centers
Companies with far-flung overseas business operations are faced with the challenge of bringing U.S.-standard customer experience expectations and service to their international operations. Elevating the customer service standards at international call center services is especially challenging, particularly when handling interactions with customers who speak different languages.

Call Center Competitive Bidding Website Launches
The available business model for call center operations expanded this week with the roll out of Profiles and Reviews, Inc. The company's website offers a new way to attract customers and help connect organizations with the call centers service providers best suited to fulfill their needs. At Profiles and Review's website, call center service providers can bid for contracts with companies seeking call center services. Profiles and Reviews notes that such websites are already commonplace in many industries, but have not been previously applied to the call center business.

VECO Leverages Sun Business Message Cast Service for Faster Communication with Customers
Visayan Electric Company, Inc. (VECO), the second largest electric utility in the Philippines, has announced a partnership with Sun Business, the corporate solutions arm of Sun Cellular.

Zwarenstein New CFO at Five9, Extensive IPO, Equities Experience
Barry Zwarenstein has been hired at Five9 as the cloud-based call center software vendor's new Chief Financial Offer, according to company officials.

The Hosted Contact Center: Keep Your Productive and Successful
Five9 offers a robust hosted contact center that is well-positioned for enabling agents to stay productive and successful. It utilizes a single platform that gives agents the ability to receive and place calls. Five9 empowers agents to take both outbound and inbound calls and because it's offered in the cloud, agents can be anywhere. This gives the call center complete flexibility.

C3 Opened Thousands of Call Center Jobs in US Last Year
C3/CustomerContactChannels has announced that the company added 2,000 new jobs to the US economy last year.

Zwarenstein Named CFO of Five9
Five9, a company that provides cloud-based call center software, has appointed Barry Zwarenstein as its Chief Financial Officer. Zwarenstein previously served as CFO for multiple companies including, most recently, Smart Modular Technologies.

Lower TCO Helping to Drive Adoption of Call Center on Demand Model
The pervasiveness of the Internet has introduced new dynamics into the way in which companies conduct business. Interactions that once demanded worldwide travel can now be conducted through Web conferencing, multi-million dollar companies can operate and support hundreds of employees with no physical location, and call centers can deliver full interactive experiences on a shoestring budget.

Let's Talk CRM and Call Center On Demand
Five9 officials recently touted their call center on demand products' integration with some of the most popular CRM products available today, such as Salesforce.com, RightNow and NetSuite.

Growth in Call Center on Demand Forces Five9 to Expand
The call center on demand space is experiencing a rise in demand - literally. According to a Mercury News report, call center on demand provider, Five9, is set to nearly double its size in the East Bay and will move hundreds of workers to San Ramon's Bishop Ranch business park.

Five9's New Resource Offers Deeper Understanding of On Demand Call Centers
Cloud technology is getting a lot of buzz right now, and everyone from the consumer to the IT administrator has probably spent a couple minutes contemplating what the cloud enables and what it actually is. While it wasn't long ago that all your information needed to be housed in the computer you were using, the exponential development of high speed internet now allows users to access software on stored as if were installed locally.

Five9 Supports the Call Center on Demand with Workforce Management Solution
With a clear focus on delivering the best service for your customer base, the call center on demand is an important option to consider. Powerful providers in this space offer a full range of solutions designed to meet the dynamic needs of the industry, while also focusing on flexibility to meet new demands on the fly.

Why Choose a Cloud-Based Call Center?
Effectively operating a call center is a challenging prospect that requires literacy of both technology and staff management to effectively execute, or at least it did at one point. Today, cloud-based contact centers are providing a totally new way to approach this facet of your business, providing an entry point to startups that might lack experience in deploying customer service operations otherwise.

On Demand Call Center Software Offers Relief for the Holidays
Despite an economy that has failed to impress this year, the 2011 holiday season is gearing up to be a busy one. Black Friday sales were up 26 percent over 2010 and as weary consumer seek to dip their toes back in the spending pool, what better time to do it than during whatever end of the year gift giving celebration they choose?

At Home Call Center Agents On-Demand
Sending your call center agents home used to be something you did when they were either too sick to work or ended a phone call using an expletive to describe the patron on the other end. However with on-demand call center software sending agents, home no longer needs to be a negative.

The Benefits of the Call Center on Demand
Centralized support is an increasing trend within companies today, helping to drive the popularity of the call center. When customer service staff members are ready and able to help customers over the phone, you can drive satisfaction among the customer base. When you do this with a call center on demand, you save money in the process.

Upcoming Webinar Examines the Benefits of Cloud Call Centers
If you're not familiar with exactly what a hosted call center can deliver, then consider joining us this Thursday November 10th at, 1:00 PM ET for a webinar that will seek to explain some of the finer points of hosted call centers.

US Airways Brings Back Call Center Jobs from Overseas
US Airways recently announced the addition of 400 new hires to its workforce. Through this announcement, US Airways breathed fresh oxygen in an economy where plunging unemployment rate is a serious concern. More importantly, with the new hires, the organization has been able to bring back a substantial chunk of jobs that used to be previously handled outside of the United States.

Quality of Management: Companiesandmarkets.com Analyzes North American Hosted Contact Center Markets
Companiesandmarkets.com announced the release of its new study on the state of the North American hosted contact center market. The study focused on markets like hosted IVR, hosted ACD, hosted chat, hosted outbound customer contact, and hosted agent performance optimization (APO) applications. According to the Companiesandmarkets.com, the North American hosted contact center market has evolved for the most part over the last decade from stand-alone contact center systems/applications, delivered as hosted services.

Five9's Call Center on Demand Auto Dialer Eliminates Expense and Hassle
Does an organization operating in the market today really need a call center on demand, or simply a customer service division ready to cater to the needs of the company? The reality is that in today's market, a company needs to be flexible and responsive to the changing needs of the customer base. The call center on demand fits nicely into a dynamic environment where volumes change and customer needs can vary.

Five9 Cops TMC's Customer Interaction Solutions Call Center Award
Officials of Five9, a provider of cloud-based call center software, announced recently that TMC named the company a recipient of a Customer Interaction Solutions magazine 2011 TMC Labs Innovation Award for the latest release of the Five9 Virtual Call Center.

Quick, What's the First Word in 'Customer Relationship Management?'
Green Beacon Solutions is dedicated, company officials say, to making sure their clients keep the "customer" in customer relationship management.

Indosoft Unveils Workforce Management Integration Module for Q-Suite
Indosoft Inc. specializing in the development and provision of contact center technology solutions announced the debut of the Workforce Management Integration module for Q-Suite, its Call Center ACD and Dialer software for Asterisk.

The Business Value of a Call Center on Demand
A recent white paper from Five9 titled "The Business Value of A Cloud-Based Contact Center" deals with the results of a survey conducted by Aberdeen Group, of 129 contact center pros to distinguish the best in class companies from "Industry Average" to "Laggards."

Five9 Virtual Call Center Software Wins 2011 TMC Labs Innovation Award
Five9, a provider of cloud-based call center software, announced that TMC, an integrated media company, has named the company a recipient of a Customer Interaction Solutions magazine 2011 TMC Labs Innovation Award for the latest release of the Five9 Virtual Call Center.

Verizon Now Offering 24/7 Technical Support, But Where Is The Assistance Coming From?
Call center outsourcing is defined as relocating call center jobs to other countries in order to dramatically reduce operational expenses. Verizon, a major communications provider has just announced that they will now be offering "premium technical support" all hours of the day and night. Clearly, these specialists are chatting with you over the phone from somewhere outside of the United States.

Cloud-Based Inbound Contact Center Lets You Have it All
One of the age-old frustrations in business is not having access to the tools you know could make the job easier, make the customer experience a better one, and ultimately make the business a more profitable one.

Today's Hosted Contact Center Solutions: Meeting Every Need
The concept of a hosted contact center solution is a boon to any customer-facing organization for a number of reasons we already know: the need for little capital upfront, the ability to offload software and server management and IT headaches to someone else, regular (and included with the price) updates, and the ability to extend the solutions' abilities to remote workers.

Five9's Training Sessions Key to Call Center On Demand Literacy
Because the service they offer is sold on a subscription basis, effectively training agents is a major area of focus for on demand call center providers. Companies owe it to their customers to not only continue to improve the capabilities of their products, but also to help customer comprehend them. For Five9 ensuring that customers have continued support is not simply a matter of a few training videos or online classes, it also includes an extensive program that rewards completion with administrative certification.

Adding IVR To Customer Service? Do It Right And It Pays Off
Done correctly, IVR can be a nice customer-friendly app that enables interactions, improves customers satisfaction and lowers operational costs.

Five9 Offers Complete Outbound Call Center Package
Looking for an upgrade for your outbound call center? Might want to give the Five9 Outbound Call Center a look-over, as it's a complete service consisting of outbound campaign management functionality with predictive, power, progressive or preview dialing.

OAISYS to Showcase Talkument and Tracer Software Solutions at a Trade Event
Provider of business call recording and contact center management solutions OAISYS has said that it'll showcase its Talkument and Tracer software solutions at an upcoming trade event.

Call Center on Demand Developer Five9 Announces New CTO
As SaaS becomes a major player in the call center space, those providing it have seen tremendous room for growth and have been afforded the ability to reinvest in themselves to produce even more effective solutions. So it goes with Five9, who today announced its appointment of industry leader Tom Schollmey as their new CTO. Schollmey has decades of experience managing and strategizing to improve efficiency in enterprise level call centers and customer service operations. At Five9, Schollmey will be responsible for product development and management, and will work to improve the company's already impressive line of call center solutions.

Five9 Enables Robust Call Center on Demand With Key APIs
Those operating in the traditional call center space are not accustomed to changes that can take place on the fly. Large capital investments are made on infrastructure and necessary software, and scaling according to need is something that only exists in the call center manager's dreams.

Five9 Remote Call Center App: Improve Your Customers' Experience
Hey, how do staff remote agents for your call center, anywhere in the world sound?

Five9 Emphasizes Geographical Redundancy, Other Improvements in IVR
Five9 officials have announced an IVR with Speech Recognition product, billing it as one with tools for better service and support.

Future of Workforce Optimization Discussed with Leader from NICE Systems
The growth of cloud computing is affecting technology developers, suppliers, resellers, and industry observers left and right. The pervasiveness of cloud computing is undeniable in this day and age, and those software providers in the workforce optimization industry are taking a unique approach to its development. In an interview with TMC, Matthew Storm, director of Innovation and Solutions from NICE Systems, discussed the effects of the growth of cloud computing on the development of NICE's services and its outlook on the market and potential changes. As a supplier of workforce optimization software, NICE works with various partners, a subject on which Storm gave more detail.

simpleview Implements Website and CRM for Chicago
Work on the new destination marketing website of the Chicago Convention & Tourism Bureau has been started by simpleview. Chicago will also implement simpleview CRM. Meeting sales, membership management, leisure marketing and performance reporting information will be now stored in simpleview CRM. According to an announcement made by simpleview, the project will also include creative design by Chicago-based digital agency The Royal Order of Experience Design.

TMC Excellence Award Given to Five9 Virtual Call Center
Five9, which sells cloud-based call center software, has announced that TMC has named the company a recipient of a Customer Interaction Solutions magazine 2011 CRM Excellence Award for the Five9 Virtual Call Center.

What is a Call Center on Demand?
An on demand call center is a hosted software option that offer all the utilities associated with running a customer service outfit in a pay-as-you-go plan. This means that managers don't need to buy prohibitively expensive hardware, but rather can add what they need as they go.

Cloud-based Call Center Company Five9 Awarded for CRM Excellence
Cloud-based call center software company Five9 has been named by Technology Marketing Corporation (TMC) as a recipient of a Customer Interaction Solutions magazine 2011 CRM Excellence Award for its Five9 Virtual Call Center. Customer Interaction Solutions has been the premier publication in the CRM, contact center and teleservices industries since 1982.

Five9 Improves Resiliency, Scalability of Cloud-Based Call Centers with Internap Data Center
For a number of years, Five9 was growing at a rate that was faster than the on-demand call center industry as a whole. As a result, the company needed to provide reliable, geographical redundancy to support its continued expansion. The company turned to Internap to make this happen.

On Demand Call Centers Empower Diffused Workforce While Cutting Costs
On Demand Call Center software allows a call center manager to access new utilities as the need for them arises. Because these solutions are hosted, they provide a number of benefits over traditional premise based solutions including decreased cost of ownership and elimination of IT teams for implementation. The result is that call center managers will have the ability to concentrate fully on customer service without having to worry about the maintenance of a system.

Five9 and NICE Systems Partner for Solid Call Center on Demand Solutions
Rumor has it that your competitor is leveraging call center on demand and lowering overall operating costs to present a more aggressive pricing plan to customers in your industry. You want to get on board and accomplish much of the same, but you're stumped as to who you can trust with this most valuable division of your company. With the latest activity out of Five9 and NICE Systems, the selection can be easily made.

Five9 and NetSuite Play Nice Together on the Call Center Playground
Five9's call center on demand software offers customers a flexible platform to conduct their customer service operations from. Five9 also adds value to Netsuite's line of CRM and Business software solutions, giving them a way to integrate customer service operations directly with their core solutions. While some companies prefer to offer integrated CRM solutions rather than focusing on what they do well, Five 9 has chosen interoperability with an already established player in the field to continue focusing on providing the best hosted call center basics.Five9 recently showcased the ease of interoperability at the NetSuite sponsored SuiteWorld.

Webinar Discusses the End of On-Premise Call Center Software, Offers Insider Insight
"It is well documented that an Internet-based lifestyle is driving customer behavior, and expectations, and that success in today's economy requires increased responsiveness to those expectations."

Call Center on Demand Software is an Easy Choice for Startups
For start ups, reducing the cost of operating a call center is priority number one and at this point there's really only one way to achieve it. Opting for a hosted solution over premise- based alternatives, grants newer companies the flexibility to spend as the need arises, and because the software is being carried on a remote server, it can completely remove it maintenance charges.

Five9 Webinar Examines the Future of On Demand Call Centers
On demand call centers have emerged as a flexible and lower cost option to premise-based call center utilities. Not surprisingly, hosted call centers are quickly becoming the preferred technology for startup and enterprise communications alike.

Has On-Premise Call Center Software Died? Free Webinar
The call center often relies heavily on technology and call center software to drive efficient operations. With the proliferation of cloud computing and SaaS-based solutions now available, is it possible that on-premise call center software solutions will go the way of the bag phone?

On-Demand Contact Centers Often an Antidote to Stress
Work is stressful. Studies prove it and workers, whether in the boardroom or on the contact center floor, validate the data. With the advent of the on-demand or hosted contact center model, however, much of the pressure dissipates when it comes to setting up, running and updating the contact center.

On-Demand IVR Technology Plus Voice Recognition Equals an IVR You Can Actually Like
Let's face it: the traditional IVR (interactive voice response) is a favorite technology to very few people. Expensive to install and maintain, companies implemented them because they had to: few organizations can pay live agents to pick up and route every call by hand. Customers generally groaned inwardly faced with the prospect of having to listen to a monotonous menu and "press one" or "press two." IT departments found designing IVR menus about as much fun as a root canal.

eGain Knowledge 10 Solution Integrated with Oracle CRM On Demand
eGain has accomplished Oracle Validated Integration of its eGain Knowledge 10 solution with Oracle CRM On Demand Release 18 via the through Oracle PartnerNetwork (OPN). eGain is a Gold-level member of the OPN.

Call Center on Demand Software Maker Named One of the Largest Companies in San Francisco
The San Francisco Bay Area is home to a ton of software providers and annually the San Francisco Business Times chooses the 50 largest companies to recognize their contributions to the software ecosystem. This year's list was dominated by the hosted space, and given the fact that cloud computing is expected to see a meteoric rise in coming years, becoming an up to $17 billion Market by 2015, this is not surprising.

Hyundai Securities To Improve Customer Marketing By Using SAS Customer Intelligence Analytics
Hyundai Securities, one of Korea's biggest financial institutions is utilizing SAS Customer Intelligence for its Customer Segmentation system, which is used for customer marketing across the company. The company plans to target and cater to VIP customers to increase its retail profits. The company is utilizing SAS Analytics to design a new customer welcome program, and a VIP customer management program. It will employ statistical models that will help it to recommend products to its VIP customers, based on analysis of the individual purchase preferences of each customer.

Call Center Demand Building in the Philippines as Companies Exit Egypt
Contact center outsourcing used to spark feeling of animosity in the minds of Americans as a way to eliminate American jobs and make customer service more difficult to maneuver. When the offending company takes the proper approach, however, contact center outsourcing can be a positive thing for the company and its customers.

Health Net Call Center Earns J.D. Power and Associates Certification
Health Net Federal Services, LLC, part of the Government Contracts segment of Health Net, Inc., has received the J.D. Power and Associates Call Center Certification for providing "An Outstanding Customer Service Experience." This recognition has established Health Net and the TRICARE North Region's call center as one of the most professional and elite nationally.

Call Center On Demand: Research Points to the Cloud for Contact Center Excellence
A new study from Aberdeen Group confirms what contact center management has long known-consumers want-no, make that expect-to be able to be in touch with contact centers whenever the need may arise, seven days a week, 24 hours a day.

Call Center Dynamics: The Fundamentals Refreshed
Sometimes it pays to just go back to the basics. A recent study from Five9 looks at on-demand call centers, and runs over some call center dynamics fundamentals it's easy to forget in the complexity of actually running one.

Contact Center on Demand Provider Five9 Expands Operation
Contact Center On Demand provider Five9 has been growing rapidly and the combination of wider adoption of cloud based communication solutions and solid products has allowed the company to expand its headquarters by over 50 percent. The expansion comes after the company added a second data center last year, in New York City. Five9 offers a number of phone and communication utilities including IVRs, ACDs and predictive dialer solutions. The company processes over a billion telephone calls per year.

INTERNET TELEPHONY Awards Five9 with 2010 Product of the Year Award
Five9's Virtual Call Center Release 8 won the 2010 INTERNET TELEPHONY Product of the Year Award.

Drishti Intros AmeyoXchange for Outbound Call Centers to Ensure Compliance with TRAI Regulations
Drishti has announced the launch of AmeyoXchange, an advanced application suite for outbound call centers to ensure compliance to Telecom Regulatory Authority of India (TRAI) regulations at minimum costs.

Contact Centers to be Outsourced to India Prisoners
You've heard of call centers being outsourced to India. Perhaps you've even heard of the practice of outsourcing contact centers to prisons. Next stop? Combining the two and outsourcing contact centers to India prisoners. Need to check the balance on your credit card? A man chained to his desk, serving a life sentence for murder, will be happy to help you, according to British newspaper The Guardian.

Five9 Receives an Additional $8.6 Million Fund to Accelerate Growth
Five9, a provider of hosted call center software, announced it has raised $8.6 million in equity funding led by Adams Street Partners. Existing investors Hummer Winblad (News - Alert) Venture Capital and Partech International also participated in the round.

CyberDefender Opens New Call Center in its Los Angeles Headquarters
CyberDefender Corporation has opened a new 220-seat call center in its Los Angeles Headquarters to support the continued growth of LiveTech, its remote technical support service.

Your Call Center's Ten New Year's Resolutions
Upgrade your quality monitoring program. Whether or not you have a recording system for quality monitoring, most contact centers would like to add to their existing capabilities. Whether its web-integration, instant call retrieval, screen capture, integrated scoring, or other capabilities, a better QA system can improve your ability to track and improve agent performance.

Survey: Shrinkage Consumes Contact Center Agent's Time
Shrinkage can take up a considerable amount of an agent's work day, according to a survey conducted by Knowlagent, which provides call center software that increases agent utilization by delivering shrinkage activities during idle time.

Kanoo Travel Opens Women Only Call Center
The Saudi travel agent, Kanoo Travel, opened a call center with women employees only. As per a report in Arab News, around 20 women employed by Kanoo Travel have completed telephone operation training and are now operating the company's first and exclusive ladies-only call center.

Call Center on Demand Delivers Benefits for Emerald Mortgage
Implementing a call center on demand within any environment can be a beneficial move, as long as the needs are clearly defined and deployment measured for success. Emerald Mortgage, a full-service mortgage brokerage firm that relies on comprehensive call center technology to allow for the acceleration of the rate at which they are able to contact new leads, and efficiently route calls to the appropriate loan consultant. The company wanted to be sure their call center would operate as efficiently and cost-effectively as possible. The logical next step was to deploy the Five9 Virtual Call Center.

Hosted Contact Center Solutions: A Bright Spot in a Dim Economy
In this economic climate, there just aren't many bright spots. According to researchers at Frost & Sullivan, however, hosted contact center services just might be one of them. The company recently released its Asia Pacific Hosted Contact Center Services Market CY 2009 study, which found that the growth rates of the adoption of hosted, or software-as-a-service-based, contact center solutions outperformed those of premise-based solutions during 2009

Five9's Call Center on Demand Software Just Keeps Getting Better
After an exciting week in which it unveiled additional speech recognition capability to an already outstanding lineup of call center on demand software, Five9 has is now making the second generation of its cloud computing platform generally available. The upgrade will allow software assimilation with other programs and services in much the same way it's used with Five9's partners Salesforce, Netsuite, RightNow and Leads360.

Call Center on Demand: Five9 Offers Innovative Speech Recognition Software as Stand Alone
Hosted and cloud based solutions have enabled customer to gain solution for the call center on demand. Five9 offers solutions ranging from IVRs to ACDs and with their newest solution they will be adding even more utility to their innovative suite. Available right now the company's most recent cloud based suite Virtual Call Center 8 will be adding speech recognition software and more than 100 other new features.

Rainmaker Chooses Second Client for New B2B E-commerce SaaS Platform
Rainmaker Systems, Inc., a global enabler of e-commerce solutions and telesales services signed a global leader in unified communications solutions as a new client for its new business-to-business e-commerce SaaS platform.

Call Center on Demand Proves Beneficial for VDOT
Why would a company want to leverage the workings of a call center on demand? If the company needs to rapidly ramp up call center production based on campaigns or specialized programs, the call center on demand is the optimal solution.

Five9 Ranked as Fast Growing Company in the San Francisco Bay Area
California-based Five9 has been ranked sixty-first on the San Francisco Business Times' annual list of Top 100 Fastest-Growing Private Companies.

Chicago Suburb Evanston to Get 311 Call Center
Officials of Evanston, Illinois applauded the opening of a new 311 city call center, but some Evanston residents said they are "skeptical of its high cost considering the city's budget deficit."

Five9 Highlights Cloud Computing Platform for Call Centers at RightNow Summit 2010
Five9, Inc., a major player in on-demand call center has participated in RightNow's Summit 2010 Americas conference, an annual event where customer experience owners come together to network, exchange information, and learn from peers, RightNow experts, and RightNow partners.

Hosted Contact Center Solutions Deliver True and Measurable Value
Just how important is social CRM in today's market? The presence of this platform is strong enough to demand a colocation with this year's ITEXPO West 2010 that took place in Los Angeles earlier this week.

Go4customer Intros a New Range of Call Center Services
India-based call center outsourcing services company Go4customer has announced launch of a new range of call center services which includes custom software development and internet marketing solutions.

Five9 IVR Receives 2010 Speech Technology Excellence Award
Technology Marketing Corporation (TMC) has awarded Five9 a Customer Interaction Solutions 2010 Speech Technology Excellence award for its IVR offerings.

CTS Protective Services Deploys Five9 Software
CTS Protective Services, a top 14 dealer worldwide of ADT Security Services, has selected and deployed Five9 on-demand call center software, accelerating sales growth.

Senture Opens Call Center in Southern Kentucky, Room Has 222 Jobs
From Monticello -- Kentucky -- comes the news that a call center company is opening a center in southern Kentucky, bringing "222 new full-time jobs to the state."

Five9 Processes 1 Billion Calls Annually
Five9, Inc., a major player in on-demand call center software, has achieved a significant milestone, now processing calls at an annual run-rate in excess of 1 billion.

Five9 Ranks 176th on Inc. Magazine's Fourth Annual Inc. 5000
Five9, a global provider of on-demand call center software for telemarketing, customer service, and business continuity, has been ranked 176th in the Software industry on the fourth yearly Inc. 5000 by Inc. magazine. Inc magazine is the only major business magazine dedicated exclusively to owners and managers of growing private companies that delivers real solutions for today's innovative company builders.

Call Center on Demand Help Bring Jobs Back to the States
The idea of bringing jobs back to the United States sounds like a great one, especially if it can be accomplished through call centers on demand. In fact, thanks to such technology, it is now less expensive to run customer-service call centers in the states than it is to outsource them to a destination such as India

CosmoCom Develops Cloud-Based Call Center On Demand Software
As the first company to introduce an IP-based contact center solution in1996, CosmoCom has been a leader in the hosted contact center on demand industry for many years. I had the opportunity to sit down with Steven Kaish, VP, Product Management and CIO for CosmoCom recently, and he relayed how the company has been able to stay on top of the contact center game.

Internap Tapped by Five9 to Host Second East Coast Data Center
Five9, a global provider of on-demand call center software solutions for business continuity, telemarketing and customer service, has announced that it has chosen Internap, the specialist in end-to-end Internet content delivery and application solutions, to host its second data center in the East Coast.

Military Buffaloed by Call Center Claims
A strange story is brewing in Sunbury, Pennsylvania, a place not generally known for being the source of weird happenings.

Five9 Discusses the Call Center's Role in the Cloud Computing Industry
As the CRM industry is witnessing significant movements to more cloud-based consumer and business solutions, companies that provide call center services are stepping up to the plate. In a video interview with David Van Everen, vice president of product management at Five9, he and Rich Tehrani, CEO of TMC discuss the recent and future changes of the call center industry as well as how Five9 has been keeping up with the times.

Louisiana State Call Center Swamped, Needs Help
One could understand the state of Louisiana's call center system being a tad swamped these days. Still, 15,000 calls a month into the state Department of Revenue's call center going unanswered is a lot.

Inbound Call Center Solutions Enable Companies to Concentrate on Core Business Issues
There is no resting at ease when it comes to running a business in today's economic condition. Companies have to constantly come up with innovative ideas to capture clients' interest. But it's not possible to completely concentrate on new business ventures or creative strategies if answering phone calls take most of the time.

SiteLink Announces Updated Call Center Interface
SiteLink, a provider of software for self-storage and portable storage, has announced new call center tools that offer users more value.

Call Center to Pay $13 Million to Settle Class-Action Lawsuit
An operator of a local call center that dispersed aid to victims of Hurricane Katrina will pay up to $1.3 million to settle a class-action lawsuit brought by former employees, according to Bakersfield.com.

Five9's New Webinars Demonstrate Call Center Productivity
New live webinars from Five9 discussing integration techniques and improving efficiency for call centers.

Call Center Charter Demands Better Working Conditions for British Employees
UNISON, Britain's largest public sector trade union, is calling for the government to implement a Call Center Charter which would demand new policies for call center stations and the employees inside of them.

HRMC, Profiles International Help Fill Offshore Positions in Call Centers
Human Resource Management Center, a candidate acquisition solutions provider aiding in the selection, assessment and hiring of top performers, and Profiles International, an international provider of employee assessment solutions that helps organizations select the right people and develop them, have announced a strategic partnership.

inContact's CEO Invited to Present at RBC Capital Markets 2010 Conference
Paul Jarman to speak at Media & Communications Conference on June 10.

CRM Week in Review: New York Daily News Deploys Five9's System, Angel.com Reports Success Story, PortaOne Makes New Partnership
Welcome to the week in review for the customer relationship management, or 'CRM,' industry. Below are some of the top stories that came across the TMCnet news wires this week.

New York Daily News Deploys Five9 On-Demand Call Center Software Through Salesforce
Call center on demand and hosted contact center software provider, Five9, has announced the New York Daily News has deployed Five9 on-demand call center software that integrates Salesforce CRM with the Five9 software to increase advertising renewal rates.

Use Five9's Virtual Call Centers for Work at Home Agents
On a recent radio show in Mendocino, hosted by Sharon Davis, who runs a "work at home" blog as well, guest speaker MJ Willard, who runs the National Telecommuting Institute, discussed the benefits of virtual call centers and, specifically, why hosted contact center and call center on demand software provider Five9's Virtual Call Center Suite is such a great product.

CRM Week in Review: NICE Reports 17% Growth, Telinta Upgrades Switch Partition, Five9's Systems Help Home Agents
Welcome to the week in review for the customer relationship management, or 'CRM,' industry. Below are some of the top stories that came across the TMCnet news wires this week.

Call Center's are Booming: Credit Union Adds Call Center in Response to Growing Demands
AltiGen Communications, Inc., a provider of integrated Microsoft-based Unified Communications solutions, has added Wildfire Credit Union out of Michigan to their growing number of Credit Union deployments.

CRM Week in Review: Five9 Upgrades Leads360 Platform, Plum Voice Selected by Web Service Co., Billing Provider Intros Product
Welcome to the week in review for the customer relationship management, or "CRM," industry. Below are some of the top stories that came across the TMCnet news wires this week.

Five9 & Leads360 Upgrade Call Center Software & Lead Management Platform: Interview
Call center on demand and hosted contact center provider Five9, joined forces with Leads360, a provider of lead management software, last year in efforts to provide sales professionals with the optimal platform to improve sales effectiveness.

Five9's Virtual Call Center Software Receives Excellence Award, Proves Successful in Industry
Call center on demand and hosted contact center software provider, Five9 has been awarded a 2010 CRM Excellence Award for its Virtual Call Center Suite by Technology Marketing Corp.'s Customer Interaction Solutions magazine.

Five9 to Exhibit Cloud-based Solution at Industry Event
Call center on demand and hosted contact center software provider, Five9, will be participating in NetSuite's SuiteCloud 2010, and exhibiting at booth #18. The event, which will take place at the InterContinental Hotel in San Francisco, Cali. from April 13 - April 15, will be a surefire way for Five9 to offer its products and insight on the industry and recent trends.

SendMe Deploys Five9 Virtual Call Center Software, Realizes 80% Savings
Any company in the call center industry knows that call center on demand software provider Five9 has created quite the portfolio of services, and, in doing so, has become one of the most trusted providers of hosted contact center systems, as well as virtual call center solutions.

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.

CRM Week in Review: Five9 Intros Web University, NICE & Microsoft Team Up, VoiceXML Portfolio Gets Boost
Welcome to the week in review for the customer relationship management, or "CRM," industry. Below are some of the top stories that came across the TMCnet news wires this week.

Call Center on Demand Training & Certificates Now Available with Five9 Online University
Call center on demand and hosted contact center provider, Five9, has launched an online portal offering training and certification for users of Five9 virtual call center software.

CRM Week in Review: IVR Adds New Customers, Billing Provider Gets Largest Deployment
Welcome to the week in review for the customer relationship management, or "CRM," industry. Below are some of the top stories that came across the TMCnet news wires this week.

Hi-Rez Studios Selects Five9 Virtual Call Center Suite to Support Growing Customer Base
For call center on demand and hosted contact center provider, Five9, a company that continues to report its successes and accomplishments, it seems it is a rare breed of company that continues to stay proactive in today's tough professional environment.

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

Five9's Call Center on Demand Platform Receives Product Award for Twelfth Year
Call center software provider, Five9 Inc. announced that its cloud computing platform was awarded a 2009 Product of the Year Award by Technology Marketing Corp.'s INTERNET TELEPHONY magazine for the 12th consecutive year.

Officescape Releases Distributed Call center Software
Officescape released a new software, which helps companies use a distributed call center model to reduce overhead expenses, recruit optimally and also retain top talent. This new software encompasses the functionality of a robust call center software module with Officescape's advanced Unified Communications Server for creating a solution suitable for work-at-home agents or WAHA or distributed call center requirements, company sources said.

Five9 Cloud Computing Platform Receives 2009 Product of the Year Award
Call center software provider, Five9 Inc. has announced that its Cloud Computing Platform for Call Centers has received a 2009 Product of the Year Award from Technology Marketing Corp.'s Customer Interaction Solutions magazine, a publication covering CRM, call centers and teleservices.

CRM Week in Review: SIP Print Announces Codec Appliances, Ifbyphone Proves Cloud Telephony Apps Successful
Welcome to the week in review for the customer relationship management, or "CRM," industry. Below are some of the top stories that came across the TMCnet news wires this week.

Five9 Awarded Product of the Year for Cloud Computing Platform for Call Centers
Call center software provider, Five9 Inc. won an award for its cloud computing platform by TMC's 2009 Product of the Year Customer Interaction Solutions magazine, the leading publication covering CRM, call centers and teleservices since 1982.

CRM Week in Review: Five9 Reports 'Best in Class' Research, SIP Print Releases Colocation Program
Welcome to the week in review for the customer relationship management, or "CRM," industry. Below are some of the top stories that came across the TMCnet news wires this week.

Five9's Products Featured in 'Best in Class' Research Report
While press announcements and comments from the media can solidify the success of a company, there's nothing like having a definitive research to offer up more concrete evidence of the progression of a specific organization.

Internet Brands Selects Five9's Virtual Call Center Suite
After reporting a record 2009, it's not surprising to see that call center software provider, Five9 Inc., keeps the success coming in the New Year. In fact, the company just announced that Internet Brands, an Internet media company, has selected the Five9 virtual call center suite for its automotive customer care department.

CRM Week in Review
Welcome to the week in review for the customer relationship management, or "CRM," industry. Below are some of the top stories that came across the TMCnet news wires this week.

What's Next for 2010: Five9's Van Everen Discusses Company's Goals
With the New Year underway, many companies in the call center industry are looking to make 2010 a memorable one, especially after dealing with the economic recession in 2009. For call center software provider, Five9 Inc., last year proved to be more successful than other years, solidifying the company as a front runner in the telecom space.

What's Hot in CRM: Week in Review
Welcome to the week in review for the customer relationship management, or "CRM," industry. Below are some of the top stories that came across the TMCnet news wires this week.

Five9 Reports Record Year in 2009, Releases Industry First Product
With all of the headlines call center software provider, Five9 Inc., announced over the past year, it was no surprise with Five9's CEO Mike Burkland told me in a recent interview that the company had a record year.

Costa Rican Company Switches to Five9 Systems, Increases Productivity by 30%
Further validating its success in the call center industry, call center software provider, Five9 Inc., announced that a Costa Rican company has now standardized Five9 to power its call centers.

Week in Review: What's Hot in CRM
Welcome to the week in review for the customer relationship management, or "CRM," industry. Below are some of the top stories that came across the TMCnet news wires this week.

Call Center Software Provider Appoints Industry Veteran as SVP of Enterprise Sales
In response to a growing demand for more system and upgraded solutions, call center software provider, Five9 Inc., has appointed a leading industry veteran to join its staff – and improve sales and services.

Webinar on Five9, Salesforce.com Integration Helps Consumers Implement and Understand Software
Telecom companies, especially those in the call center and customer relationship management, or “CRM,” industries offer software systems that can often be, for lack of a better word, confusing. Consumers looking to implement these software systems are regularly caught up in the “how-to’s” versus implementing the software to start proving results.

Week in Review: What's Hot in CRM
Welcome to the week in review for the customer relationship management, or "CRM," industry. Below are some of the top stories that came across the TMCnet news wires this week.

NTI Selects Five9's Virtual Call Center for Work-at-Home Call Center Market
call center software provider, Five9 Inc. announced that the National Telecommuting Institute, Inc., or "NTI," a non-profit organization that provides work-at-home jobs for Americans with physical disabilities, will be using Five9's Virtual Call Center technology for its work-at-home call center agents.

Five9 Showcases Cloud Platform at Dreamforce 2009
Call center software provider, Five9 Inc., attended Salesforce.com's Dreamforce Global Gathering Event 2009 to present the Five9 Adapter for Salesforce.com, an integration built with the Five9 Cloud Computing Platform for call centers.

What's Hot in CRM: Week in Review
Welcome to the weekend review for the customer relationship management, or "CRM," industry. Below are some of the top stories that came across the TMCnet news wires this week.

What's Hot in CRM: Weekend Review
Welcome to the weekend review for the customer relationship management, or "CRM," industry. Below are some of the top stories that came across the TMCnet news wires this week.

Five9 and Bluewolf Partner to Ramp Up Cloud Integration Services for Call Centers
Call center software provider, Five9 Inc. has partnered with Bluewolf, a leader in agile consulting, in efforts to enable customers to realize improved marketing, sales and customer care processes based on its call center systems in the cloud.

Additional Features of Five9's Release 7.3 Upgrades User Experience
The Release 7.3 Virtual Call Center from call center software provider, Five9 Inc., has many new and upgraded functionalities that give existing customers added benefits to using the improved software system.

Five9's Inbound Call Center System Offers Agents Improved Communication Abilities
For companies in the customer relationship management, or "CRM," industry, managing calls that are received to a call center are just as important as the outbound calls sales agents place to potential and existing clients.

Five9's Developer Programs Offer Cloud Based Services and Software Preview Abilities to Members
With the release of call center software provider Five9's first cloud computing platform within its Five9 Developer Program, call centers now have the ability to navigate between Five9's on-demand call center software and other enterprise software applications.

Five9 Assists in Aberdeen Survey to Offer Insight on Call Center Sales
Call center software provider, Five9 Inc. has participated in research company Aberdeen Group's "Inside Sales Enablement: Let Them Drink Coffee!" survey by reviewing the format and inviting the company's customer base to participate in the survey.

Hosted Contact Center Releases an Industry First: Cloud Computing Platform for Call Centers
In addition to the call center software providers' announcement of the 7.3 Release, Five9 has also made headlines today with an industry-first cloud computing platform for call centers that enables building native software integrations between Five9 on-demand call center software and other enterprise software applications.

Call Center on Demand Provider Releases New On-Demand Call Center Software
Five9 Inc., a call center software provider, is introducing Release 7.3 of the company's Virtual Call Center Suite for general availability.

Facebook and Twitter Helps Call Centers Deliver Information to Consumers
In efforts to expand their market base and available information, customer interaction and company following, Five9, a call center software provider, has created a Facebook Fan Page and a Twitter Page.

Call Center on Demand Certified for Salesforce.com AppExchange
Five9, a call center software provider, announced that Salesforce.com, a customer relationship management, or "CRM," company, has certified the new version of the Five9 Virtual Call Center Suite for listing in their AppExchange.

Five9's Preview Dialing to Improve Call Center Client Relationships
Five9, a call center software provider, in addition to the predictive and progressive dialing modes, will stay progressive in the telecom industry with preview dialing, a new system for sales-oriented call center operations.

Integrated Lead Management and Predictive Dialer Creates Powerful Sales Tool
Specifically, the partnership brought together Five9's on-demand predictive dialer with Lead360's lead management solutions – offering sales professionals a way to improve sales effectiveness.

Call Center On Demand: Integrated Software Delivers Optimal Customer Experience
To try and empower companies to bridge the gap between a cost center and corporate benefits, proven providers are now offering on-demand call center software. Through an on-demand platform, call centers can utilize a number of powerful tools within the software, without expending beyond the corporate budget.

Datamonitor Examines Contact Center Outsourcing and Services Trends for 2009
The current economic slump is impacting every industry and the contact center outsourcing and services area is certainly not immune. While market uncertainty can be an ongoing problem, it can also be an opportunity for positive change. In Datamonitor's 2009 Trends to Watch: Contact Center Outsourcing and Services, companies can identify new business opportunities in challenging economic times.

Contact Centers Advancing with Outbound IVR
As technology advances to improve automation and the way humans interact with computers, predictive dialers are now being supplemented by outbound IVR solutions, which a – as Datamonitor reports – has a number benefits over predictive dialers.

On Demand Call Center and CRM Solutions Increase Success at TMone
In a bid to increase the quality experience, agents are delivering for customers, the company recently deployed a combined on-demand call center and on-demand CRM solution.

Call Center Outsourcing Continuing to Prosper
According to Frost & Sullivan and analysis in the firm's EMEA Contact Outsourcing Markets, the market earned revenues of $15.2 billion and anticipates that this will reach $19.9 billion in 2014.

Five9 Now Offering v7.2 of Virtual Call Center Suite
The new offering is targeted toward telesales and telemarketing organizations that are responsible for outbound calling to help increase productivity and drive revenues.

Five9 Virtual Call Center Suite Awarded Product of the Year
The award was given to the company for their Virtual Call Center Suite and honors the company's leadership and vision in developing innovative products and services in 2008.

Hosted Solutions Can Breathe New Life into Legacy Systems
Hosted or SaaS solutions help businesses control costs and offer speed-to-market advantages; notably: on-demand capacity, easier activations and integrations with shorter timelines and business flexibility that comes from fully loaded solutions.

Market Ripe for Outbound IVR in Customer Retention Strategies
As customers continue to expect better and more personalized service, maintaining retention levels can be challenging. Through a keen focus on bolstering customer relationships, IVR technology has enjoyed a steady growth in demand as companies can use the technology to increase customer interaction without spending money on human agents.

On-Demand Solutions Gaining Traction in Contact Center Market
As the recession continues to find comfortable accommodations in the global market, companies are taking a closer look at their approach to customer retention as finding new customers is more difficult than ever before. With the on-going recession, companies have also had to endure tighter budgets, putting a limit on the technologies they are able to deploy.

Contact Center, Enterprise Performance Management Solutions Sales Healthy Despite Slowdown: New DMG Consulting Report
Amidst the economic doom and gloom, new research from DMG Consulting, the 2009 Contact Center and Enterprise Performance Management Market Report reveals a bright spot: growing sales of contact center and enterprise performance management solutions.

DMG Report Predicts Rapid Adoption of Contact Center Analytics Solutions
DMG Consulting's new "Contact Center Analytics: Emerging Customer Experience and Desktop Analytics Solutions Report" predicts that the number of CEA and DA solutions deployed will grow rapidly over the next three years, approaching 1,000 by the end of 2011 – this despite the recession. The number of DA seats is expected to exceed 1.5 million during the same period, the report predicts.

Outbound Applications Rise Despite Economy
The recently published report, "The Rise of Outbound Applications in an Economic Recession (Strategic Focus)" reviews the tactical and strategic opportunities for vendors and enterprises in a down economy and focuses on the applications being deployed for outbound solutions.

Five9 Honored for CRM Excellence in 2009
In its 10th year, the CRM Excellence Awards use "hard data, facts and figures" that show the improvements a winner's product has made in a client's business. In addition winners are chosen for their product's ability to improve and CRM for the entire enterprise and lifetime of a customer.

Seton Hall Uses Five9's On-Demand Call Center Software for Improved Sports Polls
Five9's offering was used to run the university's Sports Polling Center and helped them to increase response rates by 200 percent as well as improve costs associated with public opinion polls. In addition, the University's poll results have achieved national exposure – being cited by ESPN, Bloomberg, the AP and more.

Home-Based Businesses Increasingly Looking to SaaS Solutions
Home-based businesses are growing in the U.S. and so is the number of those businesses turning to software-as-a-service (SaaS) solutions. In fact, the number of home-based businesses using such solutions nearly doubled in 2008, growing 92 percent to 2.3 million HBBs.

Five9 Uses SuiteCloud for More On-Demand Call Centers
On-demand call center software provider Five9 has made it possible for any company to turn their sales, marketing, customer support or finance departments into a call center thanks to a partnership with NetSuite for their SuiteCloud offering.

New On-Demand Solutions Boost Sales Effectiveness
On-demand solutions have quickly gained popularity for the many advantages they provide over premise-based solutions. Today, a number of sales professionals have adopted on-demand software solutions as a way to improve their operations and drive down costs.

Workforce Management Tools Combined with Best Practices Make for Efficient Call Centers
In this time of economic uncertainty, companies are combing through their operations to determine where costs can be cut and identify areas of opportunity. While the call center contributes significant value in terms of protecting the customer base, it still operates as a cost to the organization.

Five9 Adds Workforce Management to Portfolio
Five9 customers now have an all new call center software solution to help them increase productivity and cost savings in their call centers with the announcement of Five9 Workforce Management, a new addition to the company's Virtual Call Center Suite.

Five9 Predicts '09 A Great Year for On Demand Call Center Software
Five9's hosted call center solutions not only help improve performance and lower infrastructure maintenance costs but also increase flexibility of agent staffing and keep call centers at the forefront of their industry.

Five9 Call Center Solution Awarded 2008 Product of the Year
Now, the company is being honored with a 2008 Product of the Year Award for its innovation.

Five9 Deploys Software Platform for Carolina Call Center
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.

Five9 On Demand Call Center Solutions Make Employee Insurance Enrollment a Breeze
In a bid to make it easier for employees to sign up for insurance, Five9 has announced it was chosen by Visual Benefit Communication to provide its predictive dialing platform.

Five9 Hosted, On-Demand Solutions Provide Resolve in Troubling Economic Climate
In these tough financial times, hosted solutions are gaining popularity because they are easy to implement, deliver a lower TCO and higher ROI.

Homeshoring Continues to be Attractive Choice, Despite Economic Downturn
The global economy is struggling – not really news to anyone. But, the overall impact of this struggle can change the dynamics within specific industries especially that of call and contact centers. While many have assumed that the drastic slowdown within the U.S. will make offshore locations that much more attractive, a recent study found that such thinking may not always be accurate.

Five9 Call Center Software Helping Non-Profits Gain Measurable Benefits
Hosted contact center solutions provider, Five9, has announced it is helping a number of non-profit organizations to achieve success thanks to their outbound campaign management tools.

Five9 Thanks Partners with More Rewards
The program, which was launched back in January, allows partners to provide sales referrals and share in the revenue.

Five9 Shares Insight Into On Demand Call Center Platform
With the economy currently in a tailspin and trying desperately to right itself, companies are searching for alternative solutions to current challenges in driving revenue, supporting customers and maintaining a competitive edge. For many, an on demand call center platform can provide the answer.

Award-Winning VoIP Provider Deploys Five9 in Profit Centers to Launch Marketing Campaigns
Aimed at winning back customers, the project timeline was aggressive. Five9's implementation team immediately engaged to deploy the virtual call center for agent operations in the U.S. and Canada. A customer success manager was dedicated to the Vonage implementation. With the Five9 Virtual Call Center backed by a commitment to customer success, Vonage executed campaigns to restore service, collect revenue, and poll for satisfaction.

Global Provider Omega Direct Response Transcends Geography with Five9
With expansion plans for Central America, Europe, and the Middle East, Omega can design and implement a global spectrum of call center initiatives that include customer care, sales and help desks, and outbound campaigns with in language services in Spanish, French, Mandarin, Cantonese, Hindi and other languages

Study Finds Fuel Prices Impact Contact Centers
The effects of these fuel prices have filtered into the contact center industry. It has been credited for the rise in home-based agents, reduction in available positions, and increased investment in systems to support higher volume for collections and credit companies. It has also helped to contribute to the rise in contact center interactions between companies and rural residents.

Hosted Contact Centers Expected to Experience Rapid Growth
Research firm Yankee Group recently evaluated this industry and published "VoIP and Lower TCO Will Drive Adoption of Hosted On-Demand Contact Centers". In this report, the company declares that IP telephony has changed the market landscape in terms of economics, global reach, ubiquity of service and resource availability.

Omega Direct Response Picks Five9 Virtual Call Center Suite
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.

Hosted On-Demand Call Center Software Strong in a Soft Economy
In order to battle rising costs, call centers have to look to alternative solutions and applications to ensure efficiency without capital investment. One area where this is possible is hosted on-demand call center software.

Five9, TMC Launch Call Center On Demand Site
Five9 has announced the launch of an electronic content channel with Technology Marketing Corporation (TMC). Call Center On Demand is the newest entry to the TMC news portfolio.

Five9 Launches Call Center On Demand Channel on TMCnet
The Call Center On Demand channel promotes virtual call center solutions and includes an overview of Five9's products. In addition, visitors can find valuable resources such as free quotes, white papers, an ROI calculator, feature articles and industry news.

Call Center On Demand Drives Productivity and Profitability
The look and feel of the call center within the organization has changed much over the years. What used to serve as an information portal and part gatekeeper for the organization is now serving as a key interaction point where customers receive information, make purchases and resolve issues.

Call Center On Demand: Understanding Promises and Pitfalls of At Home Agents
In other cases, the offending company discovered that the grass wasn't greener on the other side of the world and decided to move operations back home. While some reverted back to traditional call center environments, others turned to a whole new platform: home-based agents, or the on-demand call center.

Credit and Collections Vertical Benefits from Hosted Call Center Software
Call centers that are operating in the credit and collections segment face interesting challenges that may not plague centers serving other industries. For one, many of their target customers do not want to be reached. Yet, the center drives its revenue by successfully reaching and securing payment from customers. Unless innovative solutions are in place to make sure that targeted customers are reached, these centers could just be spinning their wheels.

Five9 Announces Availability of Virtual Call Center Suite 7
Hosted Contact Center solutions provider Five9 has announced the availability of its Virtual Call Center Suite 7, which delivers "powerful" predictive dialing features.

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