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SendMe Deploys Five9 Virtual Call Center Software, Realizes 80% Savings
Any company in the call center industry knows that call center on demand software provider Five9 has created quite the portfolio of services, and, in doing so, has become one of the most trusted providers of hosted contact center systems, as well as virtual call center solutions.
In keeping with its trend of offering unparallel services, call center on demand provider Five9 has announced that SendMe, a mobile media company, switched to Five9's Virtual Call Center software for their customer service call center and realized an 80 percent cost savings.
Five9's Chief Technology Officer Jim Dvorkin told TMCnet in a recent interview that the powerful IVR system in the virtual call center software enabled SendMe to develop a customer service interface that allows SendMe customers to make changes to their service by telephone without having to connect to a live agent.
"And the Five9 Cloud Computing Platform for Call Centers integrates, through a web connector, SendMe's in-house provisioning software with the IVR, further giving SendMe's subscribers more control over their account, and, again, reducing the need for a live agent to intervene or act on customer accounts," Dvorkin said in a TMCnet interview.
"We knew that a Five9 call center would be quick to get up and running, but we were even more impressed with the substantial cost savings we realized after making the switch," said Chris Gaughan, call center manager at SendMe.
Handling incoming calls from mobile phone users served by prominent wireless telephone companies in U.S., Five9's virtual call center was exactly what SendMe's customer service needed. In addition, the company is leveraging the extensive capabilities of the IVR system in Five9's Virtual Call Center software.
SendMe's call center administrators are now able to make on-the-fly changes to audio scripts and the IVR menu. In addition, thanks to Five9, they have also been able to implement voice mail queuing and priority call routing based on call origination.
Web connector is another key enabler of Five9 solution. It's an element of the Five9 Cloud Computing Platform for Call Centers that integrates the self-service IVR application to SendMe's in-house provisioning tool and facilitates self-provisioning for their subscribers.
Company officials said that the complete solution gives SendMe's subscribers more control over their services while reducing operational costs. The company's customers can now make changes to their service entirely within the self-service IVR. This eliminates the need to connect to a live agent, resulting in substantial savings.
In addition, Dvorkin told TMCnet in an interview that cloud solutions, as the future of the call center industry, will continue to create value for customers, especially through systems like Five9's cloud computing platform.
'The developer community has been rapidly adopting our Cloud Computing Platform for Call Centers and we continue to make deployments of our pre-packaged integrations with leading CRM and lead management software based on the platform," Dvorkin said.
Anshu Shrivastava is a contributing editor for TMCnet. To read more of Anshu's articles, please visit her columnist page.
Edited by Kelly McGuire
