Hosted Contact Center Featured Article

Five9 Video Explains Hosted Call Center Features

June 24, 2011

By David Sims,
TMCnet Contributing Editor

Five9 (News - Alert), who sell on-demand call center software, recently released a video explaining their offerings. They also offer hosted call center services, with thousands of agents serving over 1,000 clients, according to the video presentation.

Last year TMC’s (News - Alert) Kelly McGuire spoke with M.J. Willard, who runs the National Telecommuting Institute, about 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.

“We came across a company in the last 6 months called Five9 and they don't hire people directly, but they produce this hosted app that allows any call center outside -- small ones, large ones -- and they can go virtual in a matter of a week or so,” Willard said. “We actually use them ourselves for our own recruiters. It took us a week to go virtually with our workforce.”

For inbound call centers, the company offers CRM integration, VoIP, agent scripting, reporting, IVR, voice recording and other features. For outbound call centers they offer a whole range of features, including a predictive dialer call recording and agent scripting.

Feature packages also include speech recognition, voice message broadcasting and workforce management.

Earlier this month Five9 announced that TMC named the company a recipient of a Customer Interaction Solutions magazine 2011 CRM Excellence Award for the Five9 Virtual Call Center.

Ken Osborn, Vice President of Marketing for Five9, said, "We are proud of our cloud-based call center software, designed to deliver a better customer experience, a critical requirement for all call centers today. Our laser focus on this technology, and agent productivity, creates the operational and financial flexibility that call centers demand.”

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Chris DiMarco