Officials with Five9 (News - Alert) said that with CTS Protective Services’ improved sales has resulted in a need for hiring additional staff, and outbound call center contacts with prospects have increased 500 percent with Five9.
Company officials said that CTS leverages Five9’s blended call center capabilities with predictive dialing and agent scripting for initial lead qualification with prospects, and then uses Five9’s ACD and skills-based routing abilities to transfer qualified leads to the appropriate closing agent.
“We were having success but knew that if we were to grow rapidly we would need to contact more prospects,” said Jason Fuquea, call center director for CTS, in a statement.
Fuquea said that researching a solution that would allow the company to contact more prospects without dramatically increasing overhead became top priority. He said that after researching other hosted providers, Five9 became top choice.
“Not only have we enjoyed double-digit sales growth, we’ve been able to automate many of our performance statistics that in the past had to be pulled from multiple systems. Our management is more streamlined, and we have a platform that will grow with us as we take our business forward,” he said.
According to company officials, Five9 on-demand call center software provides a variety of features, a wealth of customization options and robust reporting capabilities that give CTS greater visibility into its call center performance.
The business-centric Five9 standard reports enable CTS to manage its call center with greater productivity.
Mike Burkland, CEO of Five9 said that CTS Protective Services was able to quickly and easily deploy Five9’s cloud-based call center software without the expense and lengthy implementation cycles associated with premise-based call center technology.
“As a result, CTS has enjoyed a rapid increase in productivity, and now benefits from new insights into their call center performance and their business,” said Burkland.
Five9 is a global provider of on-demand call center software for telemarketing, customer service, and business continuity.
Company officials pointed out that Five9 pioneered the on-demand call center software market in 2001 and last year introduced the industry-first cloud computing platform for call centers.