For call center on demand and hosted contact center provider, Five9, a company that continues to report its successes and accomplishments, it seems it is a rare breed of company that continues to stay proactive in today’s tough professional environment.

 

That being said, the company recently announced that Hi-Rez Studios has deployed its virtual call center suite to support a growing customer base.

 

“Hi-Rez is exemplary of a company deploying integrated best-in-class on-demand call center software and on-demand customer experience solutions,” said Jim Dvorkin, chief technology officer at Five9. “This is the only way any customer service organization can be built quickly, without up-front capital investment and still deliver a high level of efficiency.”

 

Hi-Rez Studios is a Georgia-based independent video game developer.

 

“As an online game provider, most of our support inquiries come through our website, directly from in-game or other online channels,” said Maria Walters, director of game operations at Hi-Rez Studios.

 

However, the company needed a way for the customers to contact it directly via telephone, and for its support to be seamless across different contact channels, Walters said.

 

“Because Five9 is on-demand and uses VoIP, the solution was easy and affordable to implement, and the integration with the RightNow agent desktop ensured that our support technicians are able to handle calls efficiently and expertly,” Walters said.

 

Five9 on-demand call center software provides Hi-Rez Studios with on-demand interactive voice response, computer telephony integration and call routing capabilities, integrated with the RightNow CX customer experience suite.

 

With RightNow CX, Hi-Rez can deliver “exceptional” customer experiences through the Web and contact center, said company officials. Five9's Virtual Call Center Suite and RightNow CX are integrated via a Five9 adapter, which was built on Five9’s Cloud Computing Platform for Call Centers.

 

The Five9 Virtual Call Center Suite enables the delivery of incoming customer telephone inquiries to Hi-Rez. Automatically, this triggers a case within the RightNow Contact Center Experience for Hi-Rez’s customer support representatives to act on, said company officials.

 

Company officials said that any calls that aren’t answered by a representative create a voice mail recording in the Five9 system. This is also automatically transferred to the RightNow agent desktop and included in the new customer interaction record.