Further validating its success in the call center industry, call center software provider, Five9 Inc., announced that a Costa Rican company has now standardized Five9 to power its call centers.

Vialinx, a provider of outsourced call center solutions based in San José, Costa Rica, needed a comprehensive inbound and outbound on-demand call center platform, Mike Stafford, director of Operations for Vialinx, said.

According to Five9’s Vice President of Product Management, David Van Everen, Vialinx recognized that Five9 offers the best value – the combination of features, performance and support – for the money.

“After trying other, less-expensive, hosted call center vendors we decided that Five9 had the best on demand call center technology, reliability and vision,” Stafford said. “After we deployed Five9, we realized a 30% increase in revenue on our sales campaigns.”

With Five9 branching out to new areas, this 39,000 square feet, 750 station facility in Costa Rica bodes well for the company’s recent announcement to increase staffing in response to demand from larger enterprise customers for on-demand call center solutions.

“Customers of all sizes appreciate the performance and flexibility of the Five9 offering, including the ability to combine both inbound and outbound call center operations on a single platform, and the ability to integrate the system with CRM and leads management applications, like Salesforce, NetSuite (News - Alert), RightNow and Leads 360, unifying the view of all customer interactions in a single interface,” Van Everen said.

Vialinx provides both inbound and outbound contact center solutions and market research services for major internet retailers and business-to-business service providers in the United States and Canada. 

By already realizing a 30 percent improvement in sales production, it’s evident that Five9’s systems are a sure fire way to increase productivity and performance for any end user. 

And, according to Van Everen, Vialinx also uses Five9’s Web Callback feature to provide a strong competitive advantage to the major brands to which they provide services. 

“Also, Vialinx has added advanced custom reports to track agent work time, and disposition code-driven storage for call recordings,” Van Everen said. “This flexibility to tailor reports and other features to meet the needs of Vialinx customers is a key element to their success.”

 

 

 

“Virtual call center software provides geographic independence and does not require huge upfront capital investment or lengthy implementation” Mike Burkland, CEO of Five9 said. “It has enabled Vialinx to gain competitive advantage and capitalize on significant revenue opportunities by providing to their customers highly skilled call center agents using sophisticated virtual call center software from Five9.”