Hosted Contact Center Featured Article

Five9 Hosted, On-Demand Solutions Provide Resolve in Troubling Economic Climate

November 20, 2008

By Stefania Viscusi,
Assignment Desk Editor

In an economy, with rising prices for just about everything, staying ahead can be a troublesome task for consumers and businesses. The increased costs for fuel, heating, lighting and the like have made businesses especially cautious about how they spend their resources and what solutions will deliver the most 'bang for their buck.'

In these tough financial times, hosted solutions are gaining popularity because they are easy to implement, deliver a lower TCO and higher ROI.
To find out more about the benefits hosted solutions are providing in today's marketplace and to find out more about their offerings, TMC (News - Alert) recently spoke with Tracy Tufillaro, VP of Marketing at Five9.
For anyone who is not familiar with Five9, can you provide a brief overview of what the company offers, and who its customers are?
 Five9 is the global provider of on-demand call center software for telemarketing, customer service, and business continuity.  The Five9 Virtual Call Center and Predictive Dialer serve customer today on five continents.  Customers profit from our reliable, robust functionality that is fast, easy, and affordable to deploy.  We serve a wide range of industries and non-profit groups.  Whether our customers need a call center for a few weeks or several years, they see immediate benefit in productivity and customer service.
There’s no doubt these are troubling financial times for many people, and for many businesses. Taking a broad perspective, what are some things businesses can do to ride out this storm? 
Businesses should: Review existing platforms and tools to optimize results; choose flexible products and services that allow your organization to grow or shrink or merge; insure solid customer service during the challenging times to retain the customers you have and, Offer flexible pricing and service contracts.
What is Five9 doing to reassure its customers and help them get through these rough times
In addition to listening to customer needs and concerns, we are committing customer-facing resources to all deployments as well as communicating information frequently and diagnosing any issues quickly.

On a similar note, how can Five9's on-demand and hosted contact center solutions help companies operate more efficiently and tighten their budgets?
If a company is looking for affordable and predictable services, we are the ideal solution because our clients have no capital expenditure and no need for specialized IT staff. Also, our solutions improve productivity and streamline operations and customers can purchase services as they need them. Also, to help customers re-direct resources to the highest payoff, our solutions include detailed performance reporting.
Looking ahead toward brighter times, what predictions do you have about companies continuing to utilize the benefits of hosted contact center services?
We believe hosted services will play a stable role in operations of all sizes.  Both commercial and non-profit groups will deploy these capabilities to execute mission-critical programs. Also, hosted services will play a role in training people for @home work whether organizations use this strategy to attract talent, conserve energy, or diversify their supply chain.  Campaigns of all kinds—educational, civic, and marketing will be delivered with hosted services.

Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.

Edited by Stefania Viscusi