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Hosted Contact Center Feature Articles

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.
7.2.2009

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.
6.22.2009

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.
6.9.2009

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.
5.21.2009

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.
5.19.2009

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.
5.12.2009

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.
5.8.2009

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.
4.29.2009

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.
4.23.2009

New Datamonitor Report Helps Companies Select an IP Contact Center Vendor
Due to the weak economy, companies are shifting their focus from customer acquisition to customer retention. As a result, most organizations – especially those that operate contact centers – are putting a stronger emphasis on customer service.
4.15.2009

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.
4.9.2009

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.
4.1.2009

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.
3.23.2009

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.
3.23.2009

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.
3.19.2009

Five9 Partners with Leads360 to Deliver Optimal Hosted Communications and Predictive Dialer Technology
Hosted communications are gaining in popularity as companies are discovering the scalability and flexibility of such a platform. The low cost alternative to premise-based solutions provides a company with enterprise-grade solutions even when operating on a shoestring budget.
2.23.2009

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.
2.4.2009

Five9 Releases Latest Version of On-Demand Call Center Software
The latest version includes a number of newly enhanced features as well as an all new workforce management offering and is provided to users as Software-as-a-Service as well as brings Cloud Computing to the call center space.
1.19.2009

The Case For Hosted Workforce Management Applications
Raise your hands, virtually of course. How many of your contact centers are housed in buildings that your organization actually owns, rather than leases and rents? Just as I suspected, very few of you do. Now, who can tell me why does your outfit lease/rent rather than own? Avoiding tying up capital? That's a great answer. Flexibility to expand or contract to meet changing needs? That's excellent too. To enable upgrades and minimize direct maintenance costs. Those ranks right with the others. You're a brilliant class.
1.14.2009

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.
12.22.2008

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.
12.18.2008

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.
12.3.2008

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.
11.25.2008

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.
11.20.2008

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.
11.17.2008

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.
11.10.2008

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.
11.4.2008

Study Identifies Key Factors for Contact Center Location
With the volatility of the contact center market, it is always a positive move when the organization determines that keeping its operation within the United States is the best choice. Once that decision is made, the company needs to determine just where within the country the contact center can operate most effectively.
10.29.2008

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.
10.27.2008

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.
10.22.2008

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
10.22.2008

A Closer Look at Hosted Contact Center Technology
While hosted contact centers have grown in popularity lately due to factors like cost savings and more flexible agent staffing, this was not always the case. In the past, there were in fact a number of objections to the technology that kept it from reaching its full potential.
10.15.2008

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.
10.9.2008

Hosted Solutions Part of 'Money Saving' Pitches by Providers
To state the obvious, small and mid-sized businesses (SMBs) and organizations probably are going to be looking for ways to save a little money for a little while.
10.9.2008

Report: Hosted Contact Center Solutions Becoming Mainstream
Hosted contact center solutions are becoming more mainstream as not only do they fit in well with tight budgets, they also offer easy deployment and greater operational flexibility.
9.15.2008

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.
9.11.2008

Contact Center Positions Declining in U.S., Growing Strong in Other Regions
This is the third consecutive year showing decline in the U.S. Shipments proved to be down 5 percent in 2005 and 1 percent in 2006. This decline is being driven by outsourcing, self-service capabilities and hosted contact center solutions.
9.4.2008

Five9 and In Genius Solutions Deliver Optimal Experience in Transitioning to Work At Home Strategy
Many individuals around the world would prefer to be able to work from a home-based office. While some companies have taken a progressive approach to telecommuting, others lack the infrastructure and culture to support such a move. In the case of call centers, the change to a home-based model is much more doable – if the company knows where to turn.
9.2.2008

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.
8.28.2008

Study Finds Growing Demand for Self Service in Contact Centers
As companies throughout the world continue to grow in size, consumers contacting those companies are less likely to talk to someone inside the company and instead will interact with a contact center agent. Sure, that agent could technically be an employee of that company, but it is increasingly more likely that the agent will be an outsourced individual.
8.21.2008

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.
8.11.2008

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.
7.28.2008

Five9 Releases Applications for Virtual Call Centers
In a bid to help improve results and drive customer campaigns, hosted contact center solutions provider Five9 has announced the release of a new software solution.
7.23.2008

Five9 Partners with In Genius Solutions to Drive On Demand Contact Center Solutions
Five9, a provider of on-demand call center solutions, has announced that it has developed a partnership with In Genius Solutions (IGS), a privately-held consulting company in Ontario with practices in professional services, technology and outsourcing for call centers.
6.16.2008

Proper Call Center Management Relies on Essential Tools
Outbound call centers play an important role for the organization that they are supporting. In essence, they are the voice of the organization. They are often the only human interaction between the company and the customer and therefore, their performance helps to create the customer's perception of the company. It is because of this tendency that it is imperative that outbound call centers focus on excellence.
6.13.2008

More Industries Taking Advantage of Virtual Call Center Benefits
As today's business landscape continues to change and expand, the call center industry has made a shift to more and more virtual contact centers. These feature-rich software as a service call centers support agents located at home, onshore and off shore and provide them with a solution that takes away the relevancy of their physical location.
6.12.2008

Five9 Becomes Affiliate Member of ACA International
Five9 Inc., a provider of on-demand call center solutions, has announced that it has become an affiliate member of ACA International, The Association of Credit and Collection Professionals.
6.2.2008

Vonage Picks Hosted Contact Center Provider Five9 for Marketing Campaigns
Vonage, a VoIP provider, has deployed Five9 Inc's Virtual Call Center offering in several divisions in a bid to better manage its marketing campaigns.
5.21.2008

Hosted Contact Center Provider Five9 Partners with SNAP Recordings
Five9, a provider of hosted contact center solutions, has announced that it entered into a partnership with SNAP Recordings.
5.19.2008

Five9 Transforms Call Center Operations for USCB
Medical and financial receivables company, USCB, is using Five9 Virtual Call Center to provide patient credit services for premier hospitals throughout California.
5.7.2008

Hosted Contact Centers Could Better Position Company in Tightened Economy
The consulting and research firm found that the projected slowdown in the U.S. economy will be a key stimulus for the adoption of hosted contact center solutions. Companies are compelled to reduce capital investments over the next few years as the impact of the economy is widespread, yet customer service is taking on even more importance.
4.23.2008

Five9 Answers on Recent Collaboration with Skatepark Leader
Hosted contact center solutions provider Five9 recently made headlines for providing the American Ramp Company (ARC) with a virtual call center to accelerate sales and enhance customer service. ARC, a skatepark design and implementation company was able to realize optimal efficiency and productivity with the Five9 solution
4.15.2008

Five9 Brings Efficiency to Skatepark Calling Center
Skateboards and call centers are not usually two things mentioned within the same sentence. After all, what does one have to do with the other? For the American Ramp Company (ARC), a premier call center provider is exactly what was needed for this skatepark design and implementation company to realize optimal efficiency and productivity.
4.7.2008

Hosted Contact Center Software Solutions Fit for Growth
The flexibility of hosted contact center software can not only speed time to market, it can also provide significant cost savings. What's more, even when fully implemented, making changes to accommodate market demands can be accomplished quickly and easily.
3.28.2008

Hosted Contact Center Solutions Provider Five9 Announces $12 Million Financing
In a bid to further accelerate its sales, marketing and product development initiatives, hosted contact center solutions provider, Five9 has announced the completion of $12 million in equity funding.
3.13.2008

Five9 Enhances Focus on Outsourced Contact Center Needs
Hosted contact center services provider Five9 has become a corporate member of the American Teleservices Association (ATA).
3.10.2008

Hosted Contact Center Software Experiencing Growth Despite Common Myths
There are many myths in the contact center industry. Some of these myths center around the hosted contact center solution. Unfortunately, these myths have caused some organizations to shy away from the hosted contact center model, despite the benefits that such a platform can deliver.
2.27.2008

Report Shows Hosted Contact Center Market Set for Strong Growth
As organizations throughout the world are recognizing the importance of customer service to their overall corporate strategy, many are investigating ways to implement effective contact center operations.
2.26.2008

Hosted Contact Center Solutions Provider Five9 Chosen by TelemarketingFromHome.com
In a move focused on further promoting their Virtual Call Center solutions, Five9 has been chosen by TelemarketingFromHome.com, a Internet resource for virtual call center topics.
2.19.2008

Study Shows Increase in Hosted Contact Center Market
Companies of all sizes can benefit from the implementation of contact center operations, either on-site or as a hosted platform. As companies operating in the small- and medium-sized business (SMB) sector continue to increase, the demand for hosted contact centers also continues to increase.
2.14.2008

Hosted Contact Center Solutions Provider Five9 Appoints New CEO

1.30.2008

Hosted Contact Center Solutions Provider Five9 Launches New Referral Program for Partners and Customers
Hosted contact center software provider Five9 Inc. has reportedly launched a new referral program which allows Five9 customers and partners to provide sales referrals and share in the license fees generated by those referrals.
1.28.2008

Hosted Contact Center Saw Growth in '07
Hosted contact center solutions are increasing in importance as the industry makes a switch from premise-based technology to solutions provided over the Internet. With hosted contact center software, contact centers of all sizes are benefiting from lower infrastructure maintenance and more flexible agent staffing, among other benefits.
1.14.2008

Hosted Contact Center Provider Five9 Partners with NovaTel
In a bid to expand the reach of their products, hosted contact center solutions provider, Five9, has announced a partnership with NovaTel, Ltd, a U.S.-based provider of international long distance services to domestic and international call centers.
1.11.2008

NovaTel to Resell Five9 Virtual Call Center in U.S., Philippines, India, and LAC
NovaTel and Five9 have entered a joint marketing agreement for NovaTel to resell the Five9 Virtual Call Center in the United States, the Philippines, India, and Latin America.
1.11.2008

Hosted Contact Center Software Lessens the IT Burden
Hosted contact center software solutions are not a new concept in the industry. Traditionally, however, these solutions were viewed as the option for smaller contact centers that needed specific functionality but lacked the financial power to implement a premise-based solution.
12.18.2007

Hosted Contact Center Model Improves KPIs to Create Best-in-Class Performance
Throughout traditional contact center operations, there have been arguments both for and against the hosted contact center. Historically, the hosted contact center platform suited only those smaller organizations that required minimal functionality as larger companies opted to keep complicated and customized systems in-house.
12.14.2007

VoIP is Ready for Prime Time in Contact Centers - With Proper Configuration
Although they may not know the industry term for it, consumers throughout the global economy are increasingly embracing VoIP. Voice over Internet Protocol is becoming widely accepted and available as a communication venue of choice in both business and consumer use.
12.14.2007

The Hosted Contact Center and At-Home Agents
The hosted contact center model has become an increasingly important consideration for enterprises worldwide as it offers cost-effective access to the technology needed to meet today's demands for improved productivity levels and reduced costs.
12.12.2007

Five9 Launches Hosted Contact Center Channel on TMCnet

12.11.2007

Five9's Jim Dvorkin on the Importance of the SMB Market to Contact Center Solutions Providers
The small to medium sized business (SMB) market holds huge growth potential for IP contact center software vendors. The vast majority of businesses fit into this category, and in recent years the SMB market has seen faster and stronger year-over-year growth than either the enterprise or home business (SOHO) markets. In fact, most IP contact center software makers now view the SMB market as the primary driver of their future growth.
11.13.2007

Five9 Partners with NetSuite's SuiteFlex Developer Program to Advance Virtual Call Center Offerings
Five9, a provider of on-demand call center solutions, has announced that it has become a partner of NetSuite's SuiteFlex Developer Program. With its innovative Five9 Virtual Call Center, Five9 has extended NetSuite's One System Architecture with new capabilities to meet the needs of call centers for small and medium-sized businesses.
10.25.2007

Stewart Staffing Turns to Five9 to Help Grow its Call Center Operations
On-demand call center solutions provider Five9 announced that Stewart Staffing Solutions has deployed the Five9 Virtual Call Center to help grow its new call center to 70 at-home agents in less than a year.
9.25.2007

Five9 Sponsors New Report from Aberdeen on Call Centers
Hosted contact center solutions provider Five9 Inc. is reportedly sponsoring a recently released report from market research company Aberdeen titled "Contact Center on Demand: Right Price - Right Results."
9.11.2007

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