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Five9 Gives NexRep a Boost in Power Cancer Research Telethon
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Five9 Gives NexRep a Boost in Power Cancer Research Telethon

September 25, 2014

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By Steve Anderson,
Contributing TMCnet Writer

While for most people, the idea of a telethon in early September focuses on thoughts of Jerry Lewis and the Labor Day telethon, another one has also emerged in recent days, the Stand Up 2 Cancer Telethon. This year, the event reportedly brought in $109 million for cancer research, and the folks who put a lot of drive into that telethon, NexRep, reportedly got a little extra help in pursuing cancer research dollars from Five9, who allowed NexRep to scale its contact center upward and help keep the flow of donations coming in.


NexRep makes a good fit for a cancer research telethon, or most any other telethon that's being covered on national television, thanks to its ability to provide a contact center via cloud-based technology anywhere it needs to be. NexRep can offer up agents from all around the world, really, thanks to its ability to allow for agents to operate from home offices, or from offices within the United States and even beyond. But when it comes to a telethon—especially one that can raise nine figures in a matter of hours—it takes plenty of contact center reps ready to go, reps that NexRep couldn't immediately bring to bear. That's where Five9 (News - Alert) stepped in, offering a scalability solution that allowed NexRep to bring in a hefty number of seat licenses for a short time, allowing NexRep to boost its capacity 350 percent, and allowing many more of the donation calls to be answered.

Five9's CEO and president, Mike Burkland, offered a note of comment about the use of Five9 seat licenses in NexRep's efforts, saying, “This telethon is a perfect example of how the cloud enables contact centers like NexRep to ramp up, quickly and easily, to accommodate special projects. If NexRep had been using old on-premise technology, they would have needed to purchase the hardware and software to accommodate 500 agents.”

That's a rather apt description of just what's going on here. NexRep was offering something that was a great help, as it was, to the cancer research telethon. But it became clear, and fairly quickly, the NexRep was leaving some opportunity on the table, and in turn looked for a way to quickly ratchet up the performance of its contact center operation. Using a cloud-based system, it could further augment its systems in a fairly rapid fashion with extra seat licenses, allowing NexRep to bring in more representatives and handle more calls, then shut down that extra help when it was no longer needed. In an on-premise system as Burkland describes, the hardware and the software would have had to be brought in, and all that hardware and software would still be on hand after the telethon shut down for the year. We have video on this and a variety of other subjects available at this link.

Cloud-based contact center technology is allowing users to better gauge staffing needs and respond to those needs accordingly. For NexRep, it allowed for a short-term operation like a telethon to proceed at the fullest of its potential, without the need to bring in extra equipment or software. The combination of Five9 and NexRep, meanwhile, made quite a bit of good happen in a comparatively short amount of time, and this also provides a little insight for the rest of us who may be needing to run a contact center environment; the cloud can offer some impressive flexibility for such an operation, and is therefore worth considering.




Edited by Stefania Viscusi
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