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Five9 Discusses the Call Center's Role in the Cloud Computing Industry
(Editor’s Note: This article refers to a video interview shot in San Jose as part of TMCnet’s “On the Road” video series. To view the entire library of videos from Road Shows and other industry shows, as well as product demos and interviews in our in-house studio, visit TMCnet Videos home page.)
As the CRM industry is witnessing significant movements to more cloud-based consumer and business solutions, companies that provide call center services are stepping up to the plate. In a video interview with David Van Everen, vice president of product management at Five9, he and Rich Tehrani, CEO of TMC (News - Alert) discuss the recent and future changes of the call center industry as well as how Five9 has been keeping up with the times.
Tehrani noted that recent years have witnessed the downfall of many companies in the call center industry, and Van Everen remarked that what sets Five9 apart from its competitors is its “emphasis on providing entirely Software-as-a-Service based on software that we developed internally which was really geared for that type of a delivery model.”
Escaping the slide that many call center software companies took in recent years with the global economic crisis, Five9 managed to stay afloat with its entrepreneurial outlook and position as “one of the leading providers” of top cloud-based call center solutions.
Van Everen described the company’s hopes for developing products that “provide a contact center that can be part of a larger business” as Five9’s goals include benefiting the consumer as well as the business.
As more and more software heads toward the cloud, Van Everen noted that Five9 strives to build its own cloud computing platform for call centers so that the technology itself stays internal and managed only through Five9. Commenting that the growing cloud computing industry will “produce profound and lasting effects on the way we use technology,” he went into detail about how best to react to the increasing demands on call center performance structures. Check out the video in full for the whole scoop!
Juliana Kenny is a TMCnet reporter and editor. To read more of her articles, please visit her columnist page.
Edited by Juliana Kenny
