Hosted Contact Center Featured Article

Five9 Brings Efficiency to Skatepark Calling Center

April 07, 2008

By Susan J. Campbell,
TMCnet Contributing Editor

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.
 
ARC turned to Five9, a provider of hosted contact center solutions, to deliver a world-class Virtual Call Center. Five9 was able to provide ARC with a quick, proven solution that would accelerate sales and enhance customer service.

Taking an innovative approach to skatepark design and construction, ARC solutions have been experienced all over the world in diverse cultures and climates. The Five9 solution serves customers on five continents with reliable and robust functionality that is designed to be fast, easy and affordable.

To complement their existing e-mail and marketing campaign tools, ARC sought a powerful predictive dialer. The company also wanted a complete solution that would help distributed sales teams win new business and satisfy customers.
 
“From start to finish, the Five9 team was aligned with ARC’s vision. The Five9 solution stood out among others as a full-service solution. Everything was seamless and they delivered on all promises,” said Rob Crossno, ARC’s Manager of Business Development, in a Monday statement.

Once the Five9 outbound solution with predictive dialing was implemented, sales agents were online quickly with the easy-to-use interface, and the positive results were seen immediately. The application increased sales productivity, reduced time spent on paperwork and increased agent availability for live prospects.

Beyond the sophisticated calling features, contact history and reporting, ARC agents are also enjoying the bells and whistles that Five9 has to offer, including call back and scripting features.
 
ARC supervisors noted that these features enable sales to be smooth across all agents and that each agent follows up with each prospect. As it is linked with their CRM, the Five9 solution also enables for quick access to customer data across different segments.
 
“Delivering on this customer’s level of energy and expectations was fun for us, said Jim Dvorkin, Chief Technology Officer for Five9, in Monday’s statement. “And hearing about the immediate and ongoing cost savings of our VoIP technology confirms the power of our platform.”
 
In the words of ARC’s Rob Crossno, “Our existing landline solution was twice as expensive as our new Five9 solution. The on-demand service is flexible and reliable for our call volumes in many parts of the world. We look forward to using Five9 for great results. Good news for both companies, and more ARC parks for fast-moving skateboarders, inline skaters, and BMX bikers.”

Five9 has a strong reputation in the telecommunications industry for delivering robust solutions that advance sales efforts, improve efficiency and productivity, while also streamlining operations. ARC has experienced these benefits first hand and is reaping the economic benefits.
 
For more, check out the Hosted Contact Center channel on TMCnet.
 
 
Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.