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Hosted Contact Center Article Archive

Cloud-Based Contact Center Solutions Save Organizations Money From Any Angle
Call centers today are under a great deal of pressure: for starters, consumers are demanding ever-higher levels of service via any channel they choose to contact companies. In today's commoditized marketplace, high-level customer service is often the only thing that differentiates companies from one another. On the flip side, companies are also pressured to keep costs down, particularly capital expenditures and labor costs. Call centers, of course, are labor-heavy operations, often with high-turnover, which means that recruiting, hiring and training are often the greatest expense. So how do you run an operation to keep up excellence while keeping down costs?

Five9 Appoints Dave DeWalt to Board of Directors
Five9 is a provider of cloud-based contact center software for sales, marketing and support. It gives enterprises of all sizes access to contact center solutions quickly, at a cost of ownership far lower than traditional premise-based solutions.Already coming off of record revenue growth in 2011, Five9 increased its Q1 2012 revenue by 65 percent year-over-year.

VoC Can Drive Profitability for Organizations
A world leader in Actionable Intelligence solutions and value-added services, Verint Systems Inc. announced that the company will be represented by Verint thought leaders in several upcoming global conferences this month. Voice of the Customer and Enterprise Workforce Optimization will serve as key themes for all the presentations, Verint informed in a press release.

MAXIMUS Call Center Operations Awarded for Service Excellence
The Massachusetts Health Benefits (MassHealth) Customer Service and Georgia Families call center operations of MAXIMUS, a well-known health and human services administrator for governments in the United States, Canada, United Kingdom and Australia, have been recognized as the "Certified Centers of Excellence" by the BenchmarkPortal - the custodian of the Purdue University Center for Customer-Driven Quality database of contact center metrics.

Five9 CEO Burkland Named Semifinalist in Ernst & Young Entrepreneur of the Year 2012 Program
Ernst & Young LLP has announced that Mike Burkland, CEO at Five9, a source of cloud-based contact center software, has been named as a semifinalist in the Ernst & Young Entrepreneur Of The Year 2012 program in the Northern California region. The award recognizes the entrepreneur's excellence and extraordinary success in innovation, financial performance and personal commitment to their businesses and communities.

Indosoft Introduces Web-based Visual Call Flow Builder
Indosoft has introduced an easy to use Visual Dialplan Builder that provides graphical icons representing the extensive Q-Suite ACD and Asterisk commands within a drag and drop frame-work.

Cloud-based Contact Center Company Five9 Completes Funding Round
Cloud-based contact center solutions provider Five9 Inc. announced this week the successful completion of an additional round of equity financing that raised $12 million for the San Ramon, California-based company. The additional funding follows record revenue growth in 2011 for Five9, exceeding 70 percent growth over 2010 revenues. This latest financing round was led by Adams Street Partners with Hummer Winblad Venture Capital and Partech International also participating.

Five9 Moves Headquarters to San Ramon, Doubles Office Space
Five9, a provider of cloud-based software that facilitates the creation of virtual call centers, moved 160 employees from its 28,000 square foot office building in Pleasanton, Calif., to a 50,000 square foot space in the Bishop Ranch complex in San Ramon, Calif. The company has seen rapid expansion of late and was named to Inc. Magazine's list of America's Fastest Growing Companies both last year and the year before.

MicroCorp Joins M5 Networks' Master Agent Partner Program
Business cloud communications solution provider M5 Networks has added MicroCorp to its Master Agent Partner Program. Under the arrangement, MicroCorp will offer M5's award-winning voice, unified communication, and hosted contact center solutions to its clients. A Telecom Master Agency, MicroCorp was founded in 1986 and currently manages more than 1,500 professional Agents and VARS across the United States. The company supports carrier contracts with more than 40 vendors and operates Nautilus, its own cloud based CRM and Back Office application. The company is a Graduate Member of the Advanced Technology Development Center at Georgia Tech.

Five9 Teams with NICE System for Workforce Optimization Solution
Cloud-based contact center solution developer Five9 has partnered with NICE Systems to create a cloud-based Workforce Optimization (WFO) solution. According to the company, the new WFO solution integrates NICE technology to provide real-time, cross-channel analytics and will be hosted by Five9 in the cloud. The solution is aimed at contact and call centers of all sizes and levels of complexity.

LiveOps Offers Social Media Best Practices Guidance
Cloud software and applications provider LiveOps will present its recommendations for best practices on the social-enabled cloud contact center at salesforce.com Cloudforce Social Enterprise Tour and Cloudstock at Cloudforce event. The Cloudforce event, held in San Francisco's Moscone Center on March 15, will feature LiveOps presentation, titled "Building a Social-Enabled Cloud Contact Center with LiveOps and salesforce.com"

AVST Releases CX-S Unified Communications Solution
Unified communications solutions developer, Applied Voice & Speech Technologies (AVST), has released the latest application in its family of Unified Communications (UC) solutions, CX-S. The company said that CX-S delivers enterprise-class mobility and speech solutions to small and mid-sized businesses and contact center operations. The solution is built on the company's interoperable UC platform.

BT to Provide Standard Life with Contact Center Services
British Telecom (BT) announced a five-year contract with savings and investment service provider Standard Life to deliver contact center and IP telephony services. The contract is valued at £30 million, the company said. Under terms of the new contract, BT will provide and manage a BT Connect Local Area Network (LAN) and Wide Area Network (WAN) for Standard Life. BT will also manage the transition of Standard Life's existing infrastructure to its BT's IP Connect network.

NextiraOne Receives Five Alcatel-Lucent Awards
European contact center communications services developer NextiraOne received five awards at the recent Alcatel-Lucent awards held in Dublin. NextiraOne UK & Ireland was named UK & Ireland Partner of the Year. NextiraOne UK was declared 2011 Growth Partner of the year for Communication Business and as Partner of the Year in the Customer Value segment. Alcatel-Lucent named NextiraOne Ireland was named Growth Partner of the Year for Network Business, while NextiraOne France was named Communication Partner of the Year.

inContact Reports Growth in Fourth Quarter
Cloud-based contact center software developer inContact announced that it saw software and telecom revenue growth in the fourth quarter of 2011. The company also announced results for the full year.

En Point Introduces Hosted Call Center Suite
En Pointe Technologies has debuted its new hosted call center and communications suite, En Pointe Collaboration Solution (ECS). The company says that ECS offers subscription-based services combining hosted voice, mobility, audio, web and video conferencing, presence technology, and a hosted call center operation into a unified solution. Based on Cisco's Hosted Collaboration Solution platform, ECS integrates Cisco's technology with solutions from other developers, building a comprehensive solution that offers many hosted services for one price.

Northrup Grumman Continues with Telax Hosted Call Center
One of the leading global aerospace and defense contractors, Northrup Grumman, has opted to renew its contract with Telax Hosted Call Center. Under the terms of the service contract between Telax and Northrup Grumman, Telax will continue to provide hosted contact center solutions supporting Northrup Grumman's twenty-four hour service desk, Telax said in a statement.

Silos: Great for Cattle, Bad for Customers
A recent article posted by Enterprise Apps Today deals with a topic many companies are wrestling with these days, specifically how consumers want a consistent user experience across all channels from companies, and how that's a real challenge for companies.

Zwarenstein Named CFO of Five9
Five9, a company that provides cloud-based call center software, has appointed Barry Zwarenstein as its Chief Financial Officer. Zwarenstein previously served as CFO for multiple companies including, most recently, Smart Modular Technologies.

Five9 Answers Common Questions About Hosted Contact Center Technology
Five9, a popular vendor of hosted call center tools and products, recently presented a good overview of the company's technology using a Q&A format to reflect some of the most common questions companies have when considering a switch to such technology:

Five9 Expands to New Office
Expansion is a good thing, and when your business needs to grow, it's generally proof that you're doing something right. Incorporating tools that allow your company to develop with ease is a great way to stay ahead of the curve. Take for the example the contact center industry where the ability to add work stations at a low cost is crucial to the expansion of an operation. By using a hosted solution contact centers can setup agents through a connected computer, giving them access to the tools they need while eliminating hardware upgrades in most cases.

Growth in Call Center on Demand Forces Five9 to Expand
The call center on demand space is experiencing a rise in demand - literally. According to a Mercury News report, call center on demand provider, Five9, is set to nearly double its size in the East Bay and will move hundreds of workers to San Ramon's Bishop Ranch business park.

Hosted Contact Center Provider Five9 Reflects on 2011, Looks Forward to 2012
One of the fastest growing segments of the call center space is the hosted option, offering the software vital to the success of a customer service operation with no expensive installation or technology requisites. Five9 was one of the first to embrace the hosted method of call center technology distribution, and for them 2011 has been a year marked by growth and changes. With more and more companies embracing hosted technology, 2012 is poised to be an active one for the industry. Recently we had a chance to speak with Five9 to discuss the trends that marked this past year and the predictions that they're making for the next.

Five9's New Resource Offers a Complete View of What Hosted Contact Centers can Accomplish
The switch to cloud-based technology can be daunting for any call center, and many still have concerns over the perceived release of control that the change could mean. Even with more administrators choosing hosted solutions, it's not surprising that many fence sitters have questions about what exactly the hosted solution can offer them.

Why Choose a Cloud-Based Call Center?
Effectively operating a call center is a challenging prospect that requires literacy of both technology and staff management to effectively execute, or at least it did at one point. Today, cloud-based contact centers are providing a totally new way to approach this facet of your business, providing an entry point to startups that might lack experience in deploying customer service operations otherwise.

In the Call Center, Word Of Mouth Goes a Long Way
One thing that's pretty clear in the contact center space is that there's still no better advertising then word of mouth. You can spend all you want on IVRs that blast messaging, and marketing campaigns that target customers on every platform, but at the end of the day nothing is as powerful as a good success story. Get people excited about your products and services and you'll make loyal customers for life.

Survey Identifies Real Benefits to Hosted Contact Center
The cost and efficiency promises offered in the cloud computing space have a number of organizations seeking out the potential of the hosted contact center. In a recent Aberdeen Research Benchmark report, the Aberdeen Group provided results from a survey of 129 contact center professionals to clearly identify what makes the hosted contact center shine as compared to on-premise architectures.

Customers Win When At-Home Centers and U.S. Veterans Join Forces
President John F. Kennedy once said "the best road to progress is freedom's road." It is the pursuit of freedom that created our great country and the value Americans still place on it that drives our actions personally, professionally and as a united nation.

Upcoming Webinar Examines the Benefits of Cloud Call Centers
If you're not familiar with exactly what a hosted call center can deliver, then consider joining us this Thursday November 10th at, 1:00 PM ET for a webinar that will seek to explain some of the finer points of hosted call centers.

Hosted Call Centers Offer More than Savings
The evolution of technology is an unstoppable force, and the production of a newer, more efficient and more powerful solution is something that all operations need to take into consideration as they look to upgrade their utilities. For the call center, timing a purchase has always been a matter of waiting until an appliance has advanced enough to justify the investment, and the need to streamline work process. Fortunately the hosted option is helping call center managers change the ways they outfit their staff and offers a number of tangible benefits in the process.

Quality of Management: Companiesandmarkets.com Analyzes North American Hosted Contact Center Markets
Companiesandmarkets.com announced the release of its new study on the state of the North American hosted contact center market. The study focused on markets like hosted IVR, hosted ACD, hosted chat, hosted outbound customer contact, and hosted agent performance optimization (APO) applications. According to the Companiesandmarkets.com, the North American hosted contact center market has evolved for the most part over the last decade from stand-alone contact center systems/applications, delivered as hosted services.

Workforce Scheduling Software Option from Five9 Offered
If you were looking for a good workforce scheduling software option in the cloud, the Five9 Workforce Management might be something you'd want to check out.

India Losing its Status as Call Center Capital of the World
Should screenwriters ever decide to do a remake of the movie "Slumdog Millionaire", they may want to consider moving the setting from India to the Philippines or Malaysia. When that film debuted in the U.S. in 2008, India was known as the most popular area for off-shore outsourcing of U.S. call center work. But that's changing.

Hosted Contact Centers Offer Extensive Monitoring Capabilities
The at-home agent - it's an innovative approach to reducing the cost of supporting the customer base through the virtual call center. While a number of companies have opted for this customer service model through the hosted contact center, still others may be worried about the potential security risks involved. Do you put your data at risk with at home agents?

8x8 Inc.Survey: What the Customer Wants in a VoIP Provider
A new 8x8, Inc. survey that randomly queried new 8x8 customers, who subscribed to the company's VoIP service between May 1 and August 19, revealed that the company experienced higher than usual demand for its services in the summer of 2011.

TMC Labs Honors Five9 Cloud-based Call Center Software
Five9 has received a Customer Interaction Solutions magazine 2011 TMC Labs Innovation Award for the latest release of the Five9 Virtual Call Center.

Five9 Virtual Call Center Software Wins 2011 TMC Labs Innovation Award
Five9, a provider of cloud-based call center software, announced that TMC, an integrated media company, has named the company a recipient of a Customer Interaction Solutions magazine 2011 TMC Labs Innovation Award for the latest release of the Five9 Virtual Call Center.

Five9 Equips 2-1-1 California with Cost Effective Telephony Solution
A nonprofit network dedicated to public service, 2-1-1 California claims that it can now successfully deliver information and referral services across the state in many different and difficult situations because it has selected Five9 as its virtual call center platform.

Today's Hosted Contact Center Solutions: Meeting Every Need
The concept of a hosted contact center solution is a boon to any customer-facing organization for a number of reasons we already know: the need for little capital upfront, the ability to offload software and server management and IT headaches to someone else, regular (and included with the price) updates, and the ability to extend the solutions' abilities to remote workers.

Hosted Customer Service Platform Facilitates Revenue Generation
Customer service suffers an unfortunate distinction-it is too often regarded (although sometimes subconsciously) as having lower stature than sales. The reason is that the unenlightened view it as a non-revenue-producing business function. The truth is that this thinking is skewed as good customer service is a catalyst to increased sales and customer loyalty. In other words, customer service leads to sustainable sales activity.

Five9's Training Sessions Key to Call Center On Demand Literacy
Because the service they offer is sold on a subscription basis, effectively training agents is a major area of focus for on demand call center providers. Companies owe it to their customers to not only continue to improve the capabilities of their products, but also to help customer comprehend them. For Five9 ensuring that customers have continued support is not simply a matter of a few training videos or online classes, it also includes an extensive program that rewards completion with administrative certification.

Five9 Offers Complete Outbound Call Center Package
Looking for an upgrade for your outbound call center? Might want to give the Five9 Outbound Call Center a look-over, as it's a complete service consisting of outbound campaign management functionality with predictive, power, progressive or preview dialing.

Attensity Announces Latest Release of Attensity's Respond application
Attensity, a provider of text analytics solutions for Customer Experience Management (CEM), announced the latest release of Attensity's Respond application.

Hosted Contact Center Provider Five9 Announces New CTO
In keeping with its incredible growth this year, hosted contact center provider Five9 announced today that it has appointed industry leader Tom Schollmey as the company's new CTO. Schollmey has decades of experience managing and strategizing to improve efficiency in enterprise-level call centers and customer service operations. At Five9, Schollmey will be responsible for product development and management, and will work to improve the company's already impressive line of call center solutions.

Five9 Emphasizes Geographical Redundancy, Other Improvements in IVR
Five9 officials have announced an IVR with Speech Recognition product, billing it as one with tools for better service and support.

NEC Supports Virtualized Environments With Business ConneCT 5.1
Going, going and soon gone are individual PBX/ACDs at multiple sites, linked and networked by clumsy middleware applications, taking up real estate and requiring added wiring and air conditioning to maintain even temperatures. In its place is a single switch integrated with a virtualized server that connects the enterprise from one location.

uNotifi SaaS Marketing Services Provider for Automotive Industry Launched
Houston entrepreneur Fred van der Neut, the founder of iDriveonline, announced the launch of uNotifi, a national provider of customer-centric inbound marketing programs for automotive dealers, service centers and aftermarket retail operations. Van der Neut has 30 years of direct marketing experience in the automotive industry.

Five9 Video Explains Hosted Call Center Features
Five9, who sell on-demand call center software, recently released a video explaining their offerings. They also offer hosted call center services, with thousands of agents serving over 1,000 clients, according to the video presentation.

What is a Hosted Contact Center?
A hosted contact center offers all the utilities associated with running a customer service outfit with a pay-as-you-go plan. This means that managers don't need to buy prohibitively expensive hardware, instead they can add software as needed and get deeper in their involvement as they grow.

Teletech all in on the Home Agent Model
Home agent call centers have proliferated as hosted software and SaaS platforms have developed compliant and reliable solutions. The result has been a gradual acceptance of the home agent as an alternative to the physical customer service office. With the ability to harness a geographically diffuse and demographically varied workforce businesses can now have agents that are not only better trained but more available than in a brick and mortar option. For BPO's like Teletech home agents are the future. TMC had an opportunity to talk with Teletech at this year's Call Center Week in Las Vegas.

Five9 Improves Resiliency, Scalability of Cloud-Based Call Centers with Internap Data Center
For a number of years, Five9 was growing at a rate that was faster than the on-demand call center industry as a whole. As a result, the company needed to provide reliable, geographical redundancy to support its continued expansion. The company turned to Internap to make this happen.

Hosted Contact Centers as the Future of Customer Service
Hosted contact centers offer a wealth of benefits to communications outposts that can help them remain nimble and effective even as they grow. The reduction of operational cost, removal of startup cost, and ability to expand software access as the need arises mean that with a hosted contact center managers can remain vigilant on the tasks that require their attention-- namely offering top notch customer service.

Five9 and NICE Partner for a More Complete Hosted Solution
Five9's hosted contact center solutions have proven to a valuable asset for customer service operations of all sizes. With flexible, inexpensive alternatives to premise based solutions their hosted solutions have allowed them to gain traction in the industry and presented Five9 with numerous opportunities to consort and partner with other leaders in the field. This includes NICE systems a leader in real-time analytics and work optimization suites.

Five9/NICE Systems Unite to Deliver Cloud Workforce Optimization
As the hosted contact center model becomes more and more popular, leading vendors have taken notice and are coming up with solutions to address their customers' desire to move applications off-premise so they can take advantage of the benefits offered by cloud communications and technology.

Webinar Discusses the End of On-Premise Call Center Software, Offers Insider Insight
"It is well documented that an Internet-based lifestyle is driving customer behavior, and expectations, and that success in today's economy requires increased responsiveness to those expectations."

Five9 Showcases Hosted Contact Center Solutions at SuiteWorld 2011
Hosted contact centers have become the option of choice for many communication operations as they offer flexibility and low start up costs for anyone looking to break into the field. This year Five9, one of the leaders in the space, was a Silver Sponsor at NetSuite's SuiteWorld 2011 at the San Francisco Marriott Marquis Hotel in San Francisco.

Five9 Announces New VP of Marketing
Five9's expertise in the hosted call center space has allowed them to become a leader in the space and the company has seen continued expansion throughout 2011. Earlier today, Five9 announced that they would be welcoming Ken Osborn as the company's new Vice President of marketing.

Five9 Webinar Examines the Future of Hosted Contact Centers
Hosted contact centers have advanced considerably over the last several years and offer a compelling alternative for contact centers that need to go to market quickly with little up-front cost. As a flexible and lower cost option to premised based contact center utilities, it's not surprising that hosted contact centers are quickly becoming the preferred technology for startup and enterprise communications alike.

On-Demand IVR Technology Plus Voice Recognition Equals an IVR You Can Actually Like
Let's face it: the traditional IVR (interactive voice response) is a favorite technology to very few people. Expensive to install and maintain, companies implemented them because they had to: few organizations can pay live agents to pick up and route every call by hand. Customers generally groaned inwardly faced with the prospect of having to listen to a monotonous menu and "press one" or "press two." IT departments found designing IVR menus about as much fun as a root canal.

Hosted Contact Center Pricing a Great Reason to Switch
The technologies necessary for a call center were at one point an assemblage of premise based solution each with its own unique and essential function. But while ACD, WFM and IVR systems are still an essential part of a call center operation there's no longer a need to house them on site. Hosted solutions allow call and contact centers the ability to quickly and efficiently upgrade their utilities and grant smaller companies the ability to start an operation without a huge initial investment.

Call Center on Demand Software Maker Named One of the Largest Companies in San Francisco
The San Francisco Bay Area is home a ton of software providers and annually the San Francisco Business Times chooses the 50 largest companies to recognize their contributions to the software ecosystem. This year's list was dominated by the hosted space and given the fact that cloud computing is expected to see a meteoric rise in coming years, becoming an up to $17 Billion Market by 2015, this is not surprising.

Bruce Telecom chooses Telax Hosted Call Center
In locations like Bruce County in southwestern Ontario, Canada, harsh weather can be a real threat to businesses' service continuity. That's one of the reasons Bruce Telecom, a 100-year-old communications provider, announced today it has entered into a five-year partnership with Telax Hosted Call Center.

Vivint Grows With Help From Five 9's Hosted Contact Center
The house of tomorrow is here. No, not the one from those '50s movies with mint-green Formica counter tops and faux-walnut panels in the kitchen, something much cooler than that. I'm talking about home automation. This quickly evolving industry allows users to control utilities like air conditioning, heat, lighting and locks right from their smartphones miles from home, and grew to be worth an estimated $2.4 Billion in 2010.

Five9 Sponsors Aberdeen Research on Value of Hosted Contact Center
Known for its on-demand software for hosted contact centers, Five9 has decided to fund the research of researchers at Aberdeen Group on the value derived from such centers.

Hosted Contact Centers Make for Light-as- a-Cloud Customer Service Costs
Cloud services are unquestionably one of the most important advancements of the internet age. Offering modular pay as you go options give companies access to utilities that were unobtainable in appliance form. This is certainly the case for call centers which in their premise bases iteration required businesses to dish out thousands for solutions that could be a nightmare to upgrade and maintain. But hosted call center providers like Five 9 are making the burden of startup as light as a cloud, with full fledged hosted contact center suites in a variety of pay as you go options.

Convergys Unveils New Contact Center in Philippines
Convergys Corporation is expanding its operations in the Philippines and has announced a new, state-of-the-art contact center in Baguio City, its first in Northern Luzon.

On-Demand Call Center Vendor Five9 Discusses Service Offerings
Recently on-demand call center vendor Five9 posted a helpful presentation introducing people to the company. Based in Pleasanton, California, the company claims over a thousand clients and "tens of thousands" of agents handling calls.

Five9 Expands Hosted Contact Center Operation Center
Hosted Contact Center provider Five9 offers a number of phone and communication utilities including IVRs, ACDs and predictive dialer solutions. The company processes over a billion telephone calls per year. Not surprisingly then the company is expanding its offices by over 50 percent to account for the rampant growth that it's seen over the past year.

Contact Solutions Adopts Improvement Strategies to Double Incremental Customer Savings in 2010
Contact Solutions, a provider of on-demand contact automation solutions including IVR, email/text messaging and web transactions for business and government, has enabled its customers to save an extra $8 million in 2010 with the help of its targeted Continuous Improvement Practice (CIP), which focuses on customer experience, end-user satisfaction, efficiencies and cost savings. These additional savings represent savings above and beyond the savings Contact Solutions creates for its customers on a daily basis and are a two-fold increase from the previous fiscal year.

Hosted Contact Center: ICMI Launches Survey to Determine Best Call Center Practices for 2011
Hoping to offer performance baselines for premise based and hosted contact centers around the world the international Customer Management Institution has launched a survey designed to find best practices within the industry. The institution has emailed surveys to hundreds of call center service providers and utility designers and hopes to find out how companies are balancing demand, staffing and technology issues specific to the call center realm. The survey is sponsored by Avaya.

Five9 Receives an Additional $8.6 Million Fund to Accelerate Growth
Five9, a provider of hosted call center software, announced it has raised $8.6 million in equity funding led by Adams Street Partners. Existing investors Hummer Winblad (News - Alert) Venture Capital and Partech International also participated in the round.

Ultimate Software Certified for Customer Service and Support Center Best Practices
Ultimate Software's customer service team has achieved its 12th consecutive certification from the Service Capability & Performance (SCP) Standards Certification program.

Five9 Receives Customer Interaction Solution Magazine's 2010 Product of the Year Award
Five9's Virtual Call Center Release 8 has received a 2010 Product of the Year Award from Technology Marketing Corporation's (TMC) Customer Interaction Solutions magazine, a publication covering CRM, call centers and teleservices since 1982.

Five9 Brings Hosted Contact Center Expertise to Dreamforce
Five9 offers a number of hosted solutions that allow call center start-ups access to utilities as they become necessary. By choosing a hosted call center options call centers ensure that their software is always up to date while eliminating the need for premise based maintenance. Five9's has a track record that makes them uniquely qualified to speak on cloud space and not surprisingly the company was in attendance at this year's Dreamforce.

Five9 Hosted Contact Center Solutions Drives Measurable Results
Call center managers want options when developing their facilities and their workforce. Virtual call centers are gaining in popularity as it doesn't always make sense, especially if the call center is run out of two different locations. In such a scenario, a hosted solution can deliver the right platform for a much lower cost.

Five9 to Showcase Latest Cloud Computing Platform for Call Centers at Dreamforce
Five9, a provider of on-demand call center software solution, announced it is showcasing the second generation of its Five9 Cloud Computing Platform for Call Centers at Salesforce.com's Dreamforce Global Gathering at San Francisco December 6-9.

NOVAtime SaaS Hosted Solution Optimizes Management of 22nd DAA Workforce
The 22nd District Agricultural Association is a State of California agency that owns and operates the Del Mar Fairgrounds which is a 370-acre site. Home to more than 350 annual events, the Fairgrounds

Leveraging the Value of the Hosted Contact Center Model
The value of the hosted (also referred to as "cloud-based" or SaaS) contact center model continues to grow, providing more and more companies, including some of the largest enterprises, with a favorable alternative to premises-based operations. Global market research firm Gartner named cloud computing one of its Top 10 Strategic Technologies for 2010, declaring the service an evolution of business no less influential than e-business. They predicted that 95 percent of companies using SaaS will expand or maintain their investments in 2010.

Five9 Announces new Speech Recognition Capability for its Hosted Contact Center Software Suite
Hosted contact center solution provider Five9 has offered cutting edge cloud solutions for call centers since its inception in 2001. This week the company has unveiled a new IVR offering, with the release of self service speech recognition that can be used as a standalone product of in conjunction with the company's larger suite of call center solutions.

StarTek Opens New Hosted Contact Center Operation in Costa Rica
StarTek, announced the opening of its new contact center operation in Costa Rica. Luis Liberman, the Costa Rican Vice President inaugurated the center.

Five9 Participates in Aberdeen's Annual Sales Report
Every year, the Aberdeen Group conducts the Inside Sales Enablement Survey, and asks vendors to help solicit responses for their research report. This year, Five9, a provider of call canter software to SMB's, mid-market, and enterprise organizations, is participating, and has a unique link where participants in the survey can go to input sales activity information: www.aberdeen.com/survey/0224-Five9/

Envision Demos Contact Center Coaching
Envision exhibited at a trade event in Miami, Florida, scheduled from October 25 to October 27, 2010. The company is a global provider of workforce optimization (WFO) solutions and creator of Click2Coach, the industry standard for contact center coaching and team performance improvement. Envision plans to exhibit and demonstrate its workforce optimization platform, Envision Centricity, including Click2Coach.

Milgam City Services in Israel Implements CosmoCall Contact Center Technology
Milgam City Services in Israel has selected and implemented the CosmoCall Universe (CCU) all-in-one contact center suite to support their outsourced and insourced services to utilities and municipalities throughout Israel.

Five9 Announces Participation in RightNow's Summit 2010 Americas Conference
Five9, a provider of on-demand call center software for telemarketing, customer service, and business continuity, announced its participation in RightNow's Summit 2010 Americas conference on October 12 to 14, at the Broadmoor luxury resort in Colorado Springs, Colorado.

Study Reveals Best Practices for Implementing Hosted Contact Center
Ovum's Daniel Hong recently published a useful study on best practices for a hosted contact center implementation. The entire study is well worth your time, so here's a summary of the high points:

Scotiabank to Open Cornwall Contact Center
Scotiabank, one of North America's premier financial institutions and Canada's most international bank, will be opening a new bilingual customer contact center in Cornwall, Ontario. The 40-seat center is scheduled to open in early 2011.

FurstPerson Emerges as the Best Solution Provider of Agent Life-cycle HR Software for Contact Centers
FurstPerson, a provider of pre-employment hiring solutions to the contact center industry, announced it has emerged "Best Solution Provider for Agent Life-Cycle HR Software in the United States" in the recently released industry analyst report: "2010 U.S. Contact Center Market: Trends in Contact Center Strategies, Operations, and Technologies."

CTS Protective Services Deploys Five9 Software
CTS Protective Services, a top 14 dealer worldwide of ADT Security Services, has selected and deployed Five9 on-demand call center software, accelerating sales growth.

Five9 Processes 1 Billion Calls Annually
Five9, Inc., a major player in on-demand call center software, has achieved a significant milestone, now processing calls at an annual run-rate in excess of 1 billion.

Five9's Call Center Computing Platform Receives 2010 TMC Labs Innovation Award
Five9, a provider of call center software solutions for business continuity, telemarketing and customer service, has announced that CRM, teleservices and contact-center publication Customer Interaction Solutions has selected Five9's Cloud Computing Platform for Call Centers as one of the recipients of a 2010 TMC Labs Innovation Awards.

Hosted Contact Center Expands in Holland, Michigan
The opening of any business on U.S. soil is good for the economy. When that opening is a call or contact center, it means that jobs won't be sent overseas and more citizens can enjoy employment security, while the local economy receives a much needed boost. The opening of a hosted contact center provider is even better news as the center is employing certain technologies that will reduce its impact on the environment and take advantage of other market opportunities.

Knoahsoft Plays the Contact Center Dating Game
In the competitive marketplace for contact center software providers, developers are realizing that new products must go beyond the traditional standard for call monitoring and recording offerings. In a meeting with Knoahsoft's President, Ralph Barletta, and Director of Marketing, Tony Compton, I got a look at what their approach is to succeeding in an industry rife with other software providers just like them. Turns out, other software providers are not just like them.

CRC Health Group Hires New Director for Hosted Contact Center
CRC Health Group, a provider of behavioral health and addiction treatment services, has hired Dale Demarest Bryan as director of its National Resource Center, the company's nationwide call center.

Tata Communications Improves Services for Indian Hosted Contact Center Outsourcer
The performance of the contact services supplier directly affects end customer satisfaction which underlines the need for appropriate management of customer contacts and consideration of the end customer's perspective in designing appropriate key performance indicators.

Five9 Discusses the Call Center's Role in the Cloud Computing Industry
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 discuss the recent and future changes of the call center industry as well as how Five9 has been keeping up with the times.

Carenet Selects Communications-as-a-Service from Interactive Intelligence
Carenet, a health care services company, has selected the Interactive Intelligence communications-as-a-service (CaaS) offering.

Do You Have What It Takes to Answer Contact Center Calls Correctly?
If Christine Kowalczyk, vice president at the Convergys Corporation, is to be believed, then Wednesday before lunchtime is the best time to call a customer service number to avoid being put on hold.

Results Announced from 2009 Survey on Outsourced Hosted Contact Centers
The industry survey conducted by the Contact Center Outsourcing industry in the year 2009 investigated over 130 contracts held by 560 of the top spending clients globally in the outsourcing market place by Internet, media and entertainment organizations.

Embrace Flexibility in Your Contact Center Before It Embraces You
Maynard Webb, CEO of LiveOps, says that while all this happy talk about flexibility is great, and that hey, flexibility itself is great, flexibility "comes with a cost. The cost is accountability, which is necessary to gain the opportunity to work where you want, when you want, and how you want."

Bharti Airtel, Servion and Cisco Announced Hosted Contact Center Project
Dow Jones is reporting that a consortium of India's Bharti Airtel, Servion Global Solutions and Cisco Systems will "offer hosted contact center services in India, the three companies said in a joint statement Thursday."

Cbeyond "Sees Beyond the Present" with Local Expansion
New contact center opens in Colorado.

Schumer Looks to Tax Companies' Call Centers
New York Senator Charles Schumer is proposing legislation to tax companies 25 cents each time a call is transferred to a foreign country.

Five9 Certified Program Provides Curriculum for Call Center Professionals
With the launch of Five9 University last week, Five9, the leading provider of on-demand call center software, has broadened its service offerings for call center professionals.

New Contact Center Software Maximizes Company Efficiency
Three new contact center solutions employ speech analytics to maximize company efficiency.

CRM Week in Review: New York Daily News Deploys Five9's System, Angel.com Reports Success Story, PortaOne Makes New Partnership
Welcome to the week in review for the customer relationship management, or 'CRM,' industry. Below are some of the top stories that came across the TMCnet news wires this week.

New York Daily News Deploys Five9 On-Demand Call Center Software Through Salesforce
Call center on demand and hosted contact center software provider, Five9, has announced the New York Daily News has deployed Five9 on-demand call center software that integrates Salesforce CRM with the Five9 software to increase advertising renewal rates.

Use Five9's Virtual Call Centers for Work at Home Agents
On a recent radio show in Mendocino, hosted by Sharon Davis, who runs a "work at home" blog as well, guest speaker MJ Willard, who runs the National Telecommuting Institute, discussed the benefits of virtual call centers and, specifically, why hosted contact center and call center on demand software provider Five9's Virtual Call Center Suite is such a great product.

CRM Week in Review: NICE Reports 17% Growth, Telinta Upgrades Switch Partition, Five9's Systems Help Home Agents
Welcome to the week in review for the customer relationship management, or 'CRM,' industry. Below are some of the top stories that came across the TMCnet news wires this week.

Use Five9's Virtual Call Centers for Work at Home Agents
On a recent radio show in Mendocino, hosted by Sharon Davis, who runs a "work at home" blog as well, guest speaker MJ Willard, who runs the National Telecommuting Institute, discussed the benefits of virtual call centers and, specifically, why hosted contact center and call center on demand software provider Five9's Virtual Call Center Suite is such a great product.

Call Center's are Booming: Credit Union Adds Call Center in Response to Growing Demands
AltiGen Communications, Inc., a provider of integrated Microsoft-based Unified Communications solutions, has added Wildfire Credit Union out of Michigan to their growing number of Credit Union deployments.

CRM Week in Review: Five9 Upgrades Leads360 Platform, Plum Voice Selected by Web Service Co., Billing Provider Intros Product
Welcome to the week in review for the customer relationship management, or "CRM," industry. Below are some of the top stories that came across the TMCnet news wires this week.

Five9 & Leads360 Upgrade Call Center Software & Lead Management Platform: Interview
Call center on demand and hosted contact center provider Five9, joined forces with Leads360, a provider of lead management software, last year in efforts to provide sales professionals with the optimal platform to improve sales effectiveness.

Five9's Virtual Call Center Software Receives Excellence Award, Proves Successful in Industry
Call center on demand and hosted contact center software provider, Five9 has been awarded a 2010 CRM Excellence Award for its Virtual Call Center Suite by Technology Marketing Corp.'s Customer Interaction Solutions magazine.

Five9 to Exhibit Cloud-based Solution at Industry Event
Call center on demand and hosted contact center software provider, Five9, will be participating in NetSuite's SuiteCloud 2010, and exhibiting at booth #18. The event, which will take place at the InterContinental Hotel in San Francisco, Cali. from April 13 - April 15, will be a surefire way for Five9 to offer its products and insight on the industry and recent trends.

CRM Week in Review: Salesforce.com Intros Chatter at NYC Event, Five9 Reports Customer Story, SIP Print Unveils Product
Welcome to the week in review for the customer relationship management, or "CRM," industry. Below are some of the top stories that came across the TMCnet news wires this week.

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.

With Five9's Call Center on Demand System, Call4You Improves Customer Win Rates
Call center on demand and hosted contact center provider, Five9. has announced that New Jersey-based mortgage lender Call4You has improved its customer win rates after deploying an integrated lead management software solution from Leads360 and Five9, built on Five9's Cloud Computing Platform for call centers.

CRM Week in Review: Five9 Intros Web University, NICE & Microsoft Team Up, VoiceXML Portfolio Gets Boost
Welcome to the week in review for the customer relationship management, or "CRM," industry. Below are some of the top stories that came across the TMCnet news wires this week.

Call Center on Demand Training & Certificates Now Available with Five9 Online University
Call center on demand and hosted contact center provider, Five9, has launched an online portal offering training and certification for users of Five9 virtual call center software.

CRM Week in Review: IVR Adds New Customers, Billing Provider Gets Largest Deployment
Welcome to the week in review for the customer relationship management, or "CRM," industry. Below are some of the top stories that came across the TMCnet news wires this week.

Hi-Rez Studios Selects Five9 Virtual Call Center Suite to Support Growing Customer Base
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.

Five9's Call Center on Demand Improves Business Over Premise-based Solutions: Customer Spotlight
For call center on demand and hosted contact center provider, Five9, success is often measured by more than just end of year revenue and pats on the back. Specifically, listening to customers talk about how and why they implement Five9's services is a direct way to assess the performance and reliability of its call center systems.

Five9's Call Center on Demand Platform Receives Product Award for Twelfth Year
Call center software provider, Five9 Inc. announced that its cloud computing platform was awarded a 2009 Product of the Year Award by Technology Marketing Corp.'s INTERNET TELEPHONY magazine for the 12th consecutive year.

BT Unveils Pay Per Minute Hosted Services
Hosted contact center solutions are fast becoming a popular alternative to buying on-premises products including ACD, IVR, CTI, workforce management, call/screen recording, e-learning and CRM.

Five9 Cloud Computing Platform Receives 2009 Product of the Year Award
Call center software provider, Five9 Inc. has announced that its Cloud Computing Platform for Call Centers has received a 2009 Product of the Year Award from Technology Marketing Corp.'s Customer Interaction Solutions magazine, a publication covering CRM, call centers and teleservices.

CRM Week in Review: SIP Print Announces Codec Appliances, Ifbyphone Proves Cloud Telephony Apps Successful
Welcome to the week in review for the customer relationship management, or "CRM," industry. Below are some of the top stories that came across the TMCnet news wires this week.

Five9 Awarded Product of the Year for Cloud Computing Platform for Call Centers
Call center software provider, Five9 Inc. won an award for its cloud computing platform by TMC's 2009 Product of the Year Customer Interaction Solutions magazine, the leading publication covering CRM, call centers and teleservices since 1982.

CRM Week in Review: Five9 Reports 'Best in Class' Research, SIP Print Releases Colocation Program
Welcome to the week in review for the customer relationship management, or "CRM," industry. Below are some of the top stories that came across the TMCnet news wires this week.

Five9's Products Featured in 'Best in Class' Research Report
While press announcements and comments from the media can solidify the success of a company, there's nothing like having a definitive research to offer up more concrete evidence of the progression of a specific organization.

Internet Brands Selects Five9's Virtual Call Center Suite
After reporting a record 2009, it's not surprising to see that call center software provider, Five9 Inc., keeps the success coming in the New Year. In fact, the company just announced that Internet Brands, an Internet media company, has selected the Five9 virtual call center suite for its automotive customer care department.

CRM Week in Review: BPA Expands to U.K., Verizon Call Center Upsets Neighborhood
Welcome to the week in review for the customer relationship management, or "CRM," industry. Below are some of the top stories that came across the TMCnet news wires this week.

CRM Week in Review
Welcome to the week in review for the customer relationship management, or "CRM," industry. Below are some of the top stories that came across the TMCnet news wires this week.

What's Next for 2010: Five9's Van Everen Discusses Company's Goals
With the New Year underway, many companies in the call center industry are looking to make 2010 a memorable one, especially after dealing with the economic recession in 2009. For call center software provider, Five9 Inc., last year proved to be more successful than other years, solidifying the company as a front runner in the telecom space.

What's Hot in CRM: Week in Review
Welcome to the week in review for the customer relationship management, or "CRM," industry. Below are some of the top stories that came across the TMCnet news wires this week.

Five9 Reports Record Year in 2009, Releases Industry First Product
With all of the headlines call center software provider, Five9 Inc., announced over the past year, it was no surprise with Five9's CEO Mike Burkland told me in a recent interview that the company had a record year.

Costa Rican Company Switches to Five9 Systems, Increases Productivity by 30%
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.

Week in Review: What's Hot in CRM
Welcome to the week in review for the customer relationship management, or "CRM," industry. Below are some of the top stories that came across the TMCnet news wires this week.

Call Center Software Provider Appoints Industry Veteran as SVP of Enterprise Sales
In response to a growing demand for more system and upgraded solutions, call center software provider, Five9 Inc., has appointed a leading industry veteran to join its staff – and improve sales and services.

Webinar on Five9, Salesforce.com Integration Helps Consumers Implement and Understand Software
Telecom companies, especially those in the call center and customer relationship management, or “CRM,” industries offer software systems that can often be, for lack of a better word, confusing. Consumers looking to implement these software systems are regularly caught up in the “how-to’s” versus implementing the software to start proving results.

Week in Review: What's Hot in CRM
Welcome to the week in review for the customer relationship management, or "CRM," industry. Below are some of the top stories that came across the TMCnet news wires this week.

NTI Selects Five9's Virtual Call Center for Work-at-Home Call Center Market
call center software provider, Five9 Inc. announced that the National Telecommuting Institute, Inc., or "NTI," a non-profit organization that provides work-at-home jobs for Americans with physical disabilities, will be using Five9's Virtual Call Center technology for its work-at-home call center agents.

Five9 Showcases Cloud Platform at Dreamforce 2009
Call center software provider, Five9 Inc., attended Salesforce.com's Dreamforce Global Gathering Event 2009 to present the Five9 Adapter for Salesforce.com, an integration built with the Five9 Cloud Computing Platform for call centers.

What's Hot in CRM: Week in Review
Welcome to the weekend review for the customer relationship management, or "CRM," industry. Below are some of the top stories that came across the TMCnet news wires this week.

What's Hot in CRM: Weekend Review
Welcome to the weekend review for the customer relationship management, or "CRM," industry. Below are some of the top stories that came across the TMCnet news wires this week.

Five9 and Bluewolf Partner to Ramp Up Cloud Integration Services for Call Centers
Call center software provider, Five9 Inc. has partnered with Bluewolf, a leader in agile consulting, in efforts to enable customers to realize improved marketing, sales and customer care processes based on its call center systems in the cloud.

Additional Features of Five9's Release 7.3 Upgrades User Experience
The Release 7.3 Virtual Call Center from call center software provider, Five9 Inc., has many new and upgraded functionalities that give existing customers added benefits to using the improved software system.

Five9's Inbound Call Center System Offers Agents Improved Communication Abilities
For companies in the customer relationship management, or "CRM," industry, managing calls that are received to a call center are just as important as the outbound calls sales agents place to potential and existing clients.

Five9's Developer Programs Offer Cloud Based Services and Software Preview Abilities to Members
With the release of call center software provider Five9's first cloud computing platform within its Five9 Developer Program, call centers now have the ability to navigate between Five9's on-demand call center software and other enterprise software applications.

Five9 Assists in Aberdeen Survey to Offer Insight on Call Center Sales
Call center software provider, Five9 Inc. has participated in research company Aberdeen Group's "Inside Sales Enablement: Let Them Drink Coffee!" survey by reviewing the format and inviting the company's customer base to participate in the survey.

Hosted Contact Center Releases an Industry First: Cloud Computing Platform for Call Centers
In addition to the call center software providers' announcement of the 7.3 Release, Five9 has also made headlines today with an industry-first cloud computing platform for call centers that enables building native software integrations between Five9 on-demand call center software and other enterprise software applications.

Call Center on Demand Provider Releases New On-Demand Call Center Software
Five9 Inc., a call center software provider, is introducing Release 7.3 of the company's Virtual Call Center Suite for general availability.

Facebook and Twitter Helps Call Centers Deliver Information to Consumers
In efforts to expand their market base and available information, customer interaction and company following, Five9, a call center software provider, has created a Facebook Fan Page and a Twitter Page.

Recession Spurs Growth in Hosted Contact Center Infrastructure Market: DMG Consulting
Driven by the downturn, contact centers are moving at a quicker pace to similar choices i.e. hosted solutions for their infrastructure: routing, IVR, CTI, knowledge management, speech analytics, and workforce management for likewise sound reasons.

Call Center on Demand Certified for Salesforce.com AppExchange
Five9, a call center software provider, announced that Salesforce.com, a customer relationship management, or "CRM," company, has certified the new version of the Five9 Virtual Call Center Suite for listing in their AppExchange.

Five9's Preview Dialing to Improve Call Center Client Relationships
Five9, a call center software provider, in addition to the predictive and progressive dialing modes, will stay progressive in the telecom industry with preview dialing, a new system for sales-oriented call center operations.

Integrated Lead Management and Predictive Dialer Creates Powerful Sales Tool
Specifically, the partnership brought together Five9's on-demand predictive dialer with Lead360's lead management solutions – offering sales professionals a way to improve sales effectiveness.

Hosted Contact Centers Reduce Costs, Foster Happier Agents
Five9 is one company offering support for a distributed workforce so agents can work from home and have a more rewarding job experience. The company's agent application is browser-based and allows agents to work via an Internet connection just as though they were in the office.

Contact Centers Advancing with Outbound IVR
As technology advances to improve automation and the way humans interact with computers, predictive dialers are now being supplemented by outbound IVR solutions, which a – as Datamonitor reports – has a number benefits over predictive dialers.

On Demand Call Center and CRM Solutions Increase Success at TMone
In a bid to increase the quality experience, agents are delivering for customers, the company recently deployed a combined on-demand call center and on-demand CRM solution.

Call Center Outsourcing Continuing to Prosper
According to Frost & Sullivan and analysis in the firm's EMEA Contact Outsourcing Markets, the market earned revenues of $15.2 billion and anticipates that this will reach $19.9 billion in 2014.

Five9 Now Offering v7.2 of Virtual Call Center Suite
The new offering is targeted toward telesales and telemarketing organizations that are responsible for outbound calling to help increase productivity and drive revenues.

Five9 Virtual Call Center Suite Awarded Product of the Year
The award was given to the company for their Virtual Call Center Suite and honors the company's leadership and vision in developing innovative products and services in 2008.

Hosted Solutions Can Breathe New Life into Legacy Systems
Hosted or SaaS solutions help businesses control costs and offer speed-to-market advantages; notably: on-demand capacity, easier activations and integrations with shorter timelines and business flexibility that comes from fully loaded solutions.

Market Ripe for Outbound IVR in Customer Retention Strategies
As customers continue to expect better and more personalized service, maintaining retention levels can be challenging. Through a keen focus on bolstering customer relationships, IVR technology has enjoyed a steady growth in demand as companies can use the technology to increase customer interaction without spending money on human agents.

On-Demand Solutions Gaining Traction in Contact Center Market
As the recession continues to find comfortable accommodations in the global market, companies are taking a closer look at their approach to customer retention as finding new customers is more difficult than ever before. With the on-going recession, companies have also had to endure tighter budgets, putting a limit on the technologies they are able to deploy.

Contact Center, Enterprise Performance Management Solutions Sales Healthy Despite Slowdown: New DMG Consulting Report
Amidst the economic doom and gloom, new research from DMG Consulting, the 2009 Contact Center and Enterprise Performance Management Market Report reveals a bright spot: growing sales of contact center and enterprise performance management solutions.

New Datamonitor Report Helps Companies Select an IP Contact Center Vendor
Due to the weak economy, companies are shifting their focus from customer acquisition to customer retention. As a result, most organizations – especially those that operate contact centers – are putting a stronger emphasis on customer service.

Outbound Applications Rise Despite Economy
The recently published report, "The Rise of Outbound Applications in an Economic Recession (Strategic Focus)" reviews the tactical and strategic opportunities for vendors and enterprises in a down economy and focuses on the applications being deployed for outbound solutions.

Five9 Honored for CRM Excellence in 2009
In its 10th year, the CRM Excellence Awards use "hard data, facts and figures" that show the improvements a winner's product has made in a client's business. In addition winners are chosen for their product's ability to improve and CRM for the entire enterprise and lifetime of a customer.

Seton Hall Uses Five9's On-Demand Call Center Software for Improved Sports Polls
Five9's offering was used to run the university's Sports Polling Center and helped them to increase response rates by 200 percent as well as improve costs associated with public opinion polls. In addition, the University's poll results have achieved national exposure – being cited by ESPN, Bloomberg, the AP and more.

Home-Based Businesses Increasingly Looking to SaaS Solutions
Home-based businesses are growing in the U.S. and so is the number of those businesses turning to software-as-a-service (SaaS) solutions. In fact, the number of home-based businesses using such solutions nearly doubled in 2008, growing 92 percent to 2.3 million HBBs.

Five9 Uses SuiteCloud for More On-Demand Call Centers
On-demand call center software provider Five9 has made it possible for any company to turn their sales, marketing, customer support or finance departments into a call center thanks to a partnership with NetSuite for their SuiteCloud offering.

Five9 Partners with Leads360 to Deliver Optimal Hosted Communications and Predictive Dialer Technology
Hosted communications are gaining in popularity as companies are discovering the scalability and flexibility of such a platform. The low cost alternative to premise-based solutions provides a company with enterprise-grade solutions even when operating on a shoestring budget.

Workforce Management Tools Combined with Best Practices Make for Efficient Call Centers
In this time of economic uncertainty, companies are combing through their operations to determine where costs can be cut and identify areas of opportunity. While the call center contributes significant value in terms of protecting the customer base, it still operates as a cost to the organization.

Five9 Releases Latest Version of On-Demand Call Center Software
The latest version includes a number of newly enhanced features as well as an all new workforce management offering and is provided to users as Software-as-a-Service as well as brings Cloud Computing to the call center space.

The Case For Hosted Workforce Management Applications
Raise your hands, virtually of course. How many of your contact centers are housed in buildings that your organization actually owns, rather than leases and rents? Just as I suspected, very few of you do. Now, who can tell me why does your outfit lease/rent rather than own? Avoiding tying up capital? That's a great answer. Flexibility to expand or contract to meet changing needs? That's excellent too. To enable upgrades and minimize direct maintenance costs. Those ranks right with the others. You're a brilliant class.

Five9 Predicts '09 A Great Year for On Demand Call Center Software
Five9's hosted call center solutions not only help improve performance and lower infrastructure maintenance costs but also increase flexibility of agent staffing and keep call centers at the forefront of their industry.

Five9 Call Center Solution Awarded 2008 Product of the Year
Now, the company is being honored with a 2008 Product of the Year Award for its innovation.

Five9 Deploys Software Platform for Carolina Call Center
Five9, a vendor of on-demand call center software, has announced the multi-year deployment of its call center software platform at Carolina Call Center.

Five9 On Demand Call Center Solutions Make Employee Insurance Enrollment a Breeze
In a bid to make it easier for employees to sign up for insurance, Five9 has announced it was chosen by Visual Benefit Communication to provide its predictive dialing platform.

Five9 Hosted, On-Demand Solutions Provide Resolve in Troubling Economic Climate
In these tough financial times, hosted solutions are gaining popularity because they are easy to implement, deliver a lower TCO and higher ROI.

Homeshoring Continues to be Attractive Choice, Despite Economic Downturn
The global economy is struggling – not really news to anyone. But, the overall impact of this struggle can change the dynamics within specific industries especially that of call and contact centers. While many have assumed that the drastic slowdown within the U.S. will make offshore locations that much more attractive, a recent study found that such thinking may not always be accurate.

Five9 Call Center Software Helping Non-Profits Gain Measurable Benefits
Hosted contact center solutions provider, Five9, has announced it is helping a number of non-profit organizations to achieve success thanks to their outbound campaign management tools.

Five9 Thanks Partners with More Rewards
The program, which was launched back in January, allows partners to provide sales referrals and share in the revenue.

Study Identifies Key Factors for Contact Center Location
With the volatility of the contact center market, it is always a positive move when the organization determines that keeping its operation within the United States is the best choice. Once that decision is made, the company needs to determine just where within the country the contact center can operate most effectively.

Five9 Shares Insight Into On Demand Call Center Platform
With the economy currently in a tailspin and trying desperately to right itself, companies are searching for alternative solutions to current challenges in driving revenue, supporting customers and maintaining a competitive edge. For many, an on demand call center platform can provide the answer.

Award-Winning VoIP Provider Deploys Five9 in Profit Centers to Launch Marketing Campaigns
Aimed at winning back customers, the project timeline was aggressive. Five9's implementation team immediately engaged to deploy the virtual call center for agent operations in the U.S. and Canada. A customer success manager was dedicated to the Vonage implementation. With the Five9 Virtual Call Center backed by a commitment to customer success, Vonage executed campaigns to restore service, collect revenue, and poll for satisfaction.

Global Provider Omega Direct Response Transcends Geography with Five9
With expansion plans for Central America, Europe, and the Middle East, Omega can design and implement a global spectrum of call center initiatives that include customer care, sales and help desks, and outbound campaigns with in language services in Spanish, French, Mandarin, Cantonese, Hindi and other languages

A Closer Look at Hosted Contact Center Technology
While hosted contact centers have grown in popularity lately due to factors like cost savings and more flexible agent staffing, this was not always the case. In the past, there were in fact a number of objections to the technology that kept it from reaching its full potential.

Hosted Contact Centers Expected to Experience Rapid Growth
Research firm Yankee Group recently evaluated this industry and published "VoIP and Lower TCO Will Drive Adoption of Hosted On-Demand Contact Centers". In this report, the company declares that IP telephony has changed the market landscape in terms of economics, global reach, ubiquity of service and resource availability.

Hosted Solutions Part of 'Money Saving' Pitches by Providers
To state the obvious, small and mid-sized businesses (SMBs) and organizations probably are going to be looking for ways to save a little money for a little while.

Report: Hosted Contact Center Solutions Becoming Mainstream
Hosted contact center solutions are becoming more mainstream as not only do they fit in well with tight budgets, they also offer easy deployment and greater operational flexibility.

Hosted On-Demand Call Center Software Strong in a Soft Economy
In order to battle rising costs, call centers have to look to alternative solutions and applications to ensure efficiency without capital investment. One area where this is possible is hosted on-demand call center software.

Contact Center Positions Declining in U.S., Growing Strong in Other Regions
This is the third consecutive year showing decline in the U.S. Shipments proved to be down 5 percent in 2005 and 1 percent in 2006. This decline is being driven by outsourcing, self-service capabilities and hosted contact center solutions.

Five9 and In Genius Solutions Deliver Optimal Experience in Transitioning to Work At Home Strategy
Many individuals around the world would prefer to be able to work from a home-based office. While some companies have taken a progressive approach to telecommuting, others lack the infrastructure and culture to support such a move. In the case of call centers, the change to a home-based model is much more doable – if the company knows where to turn.

Call Center On Demand: Understanding Promises and Pitfalls of At Home Agents
In other cases, the offending company discovered that the grass wasn't greener on the other side of the world and decided to move operations back home. While some reverted back to traditional call center environments, others turned to a whole new platform: home-based agents, or the on-demand call center.

Study Finds Growing Demand for Self Service in Contact Centers
As companies throughout the world continue to grow in size, consumers contacting those companies are less likely to talk to someone inside the company and instead will interact with a contact center agent. Sure, that agent could technically be an employee of that company, but it is increasingly more likely that the agent will be an outsourced individual.

Credit and Collections Vertical Benefits from Hosted Call Center Software
Call centers that are operating in the credit and collections segment face interesting challenges that may not plague centers serving other industries. For one, many of their target customers do not want to be reached. Yet, the center drives its revenue by successfully reaching and securing payment from customers. Unless innovative solutions are in place to make sure that targeted customers are reached, these centers could just be spinning their wheels.

Five9 Announces Availability of Virtual Call Center Suite 7
Hosted Contact Center solutions provider Five9 has announced the availability of its Virtual Call Center Suite 7, which delivers "powerful" predictive dialing features.

Five9 Releases Applications for Virtual Call Centers
In a bid to help improve results and drive customer campaigns, hosted contact center solutions provider Five9 has announced the release of a new software solution.

Five9 Partners with In Genius Solutions to Drive On Demand Contact Center Solutions
Five9, a provider of on-demand call center solutions, has announced that it has developed a partnership with In Genius Solutions (IGS), a privately-held consulting company in Ontario with practices in professional services, technology and outsourcing for call centers.

Proper Call Center Management Relies on Essential Tools
Outbound call centers play an important role for the organization that they are supporting. In essence, they are the voice of the organization. They are often the only human interaction between the company and the customer and therefore, their performance helps to create the customer's perception of the company. It is because of this tendency that it is imperative that outbound call centers focus on excellence.

More Industries Taking Advantage of Virtual Call Center Benefits
As today's business landscape continues to change and expand, the call center industry has made a shift to more and more virtual contact centers. These feature-rich software as a service call centers support agents located at home, onshore and off shore and provide them with a solution that takes away the relevancy of their physical location.

Five9 Becomes Affiliate Member of ACA International
Five9 Inc., a provider of on-demand call center solutions, has announced that it has become an affiliate member of ACA International, The Association of Credit and Collection Professionals.

Vonage Picks Hosted Contact Center Provider Five9 for Marketing Campaigns
Vonage, a VoIP provider, has deployed Five9 Inc's Virtual Call Center offering in several divisions in a bid to better manage its marketing campaigns.

Hosted Contact Center Provider Five9 Partners with SNAP Recordings
Five9, a provider of hosted contact center solutions, has announced that it entered into a partnership with SNAP Recordings.

Five9 Transforms Call Center Operations for USCB
Medical and financial receivables company, USCB, is using Five9 Virtual Call Center to provide patient credit services for premier hospitals throughout California.

Hosted Contact Centers Could Better Position Company in Tightened Economy
The consulting and research firm found that the projected slowdown in the U.S. economy will be a key stimulus for the adoption of hosted contact center solutions. Companies are compelled to reduce capital investments over the next few years as the impact of the economy is widespread, yet customer service is taking on even more importance.

Five9 Answers on Recent Collaboration with Skatepark Leader
Hosted contact center solutions provider Five9 recently made headlines for providing the American Ramp Company (ARC) with a virtual call center to accelerate sales and enhance customer service. ARC, a skatepark design and implementation company was able to realize optimal efficiency and productivity with the Five9 solution

Five9 Brings Efficiency to Skatepark Calling Center
Skateboards and call centers are not usually two things mentioned within the same sentence. After all, what does one have to do with the other? For the American Ramp Company (ARC), a premier call center provider is exactly what was needed for this skatepark design and implementation company to realize optimal efficiency and productivity.

Hosted Contact Center Software Solutions Fit for Growth
The flexibility of hosted contact center software can not only speed time to market, it can also provide significant cost savings. What's more, even when fully implemented, making changes to accommodate market demands can be accomplished quickly and easily.

Hosted Contact Center Solutions Provider Five9 Announces $12 Million Financing
In a bid to further accelerate its sales, marketing and product development initiatives, hosted contact center solutions provider, Five9 has announced the completion of $12 million in equity funding.

Five9 Enhances Focus on Outsourced Contact Center Needs
Hosted contact center services provider Five9 has become a corporate member of the American Teleservices Association (ATA).

Hosted Contact Center Software Experiencing Growth Despite Common Myths
There are many myths in the contact center industry. Some of these myths center around the hosted contact center solution. Unfortunately, these myths have caused some organizations to shy away from the hosted contact center model, despite the benefits that such a platform can deliver.

Report Shows Hosted Contact Center Market Set for Strong Growth
As organizations throughout the world are recognizing the importance of customer service to their overall corporate strategy, many are investigating ways to implement effective contact center operations.

Hosted Contact Center Solutions Provider Five9 Chosen by TelemarketingFromHome.com
In a move focused on further promoting their Virtual Call Center solutions, Five9 has been chosen by TelemarketingFromHome.com, a Internet resource for virtual call center topics.

Study Shows Increase in Hosted Contact Center Market
Companies of all sizes can benefit from the implementation of contact center operations, either on-site or as a hosted platform. As companies operating in the small- and medium-sized business (SMB) sector continue to increase, the demand for hosted contact centers also continues to increase.

Hosted Contact Center Solutions Provider Five9 Appoints New CEO


Hosted Contact Center Solutions Provider Five9 Launches New Referral Program for Partners and Customers
Hosted contact center software provider Five9 Inc. has reportedly launched a new referral program which allows Five9 customers and partners to provide sales referrals and share in the license fees generated by those referrals.

Hosted Contact Center Saw Growth in '07
Hosted contact center solutions are increasing in importance as the industry makes a switch from premise-based technology to solutions provided over the Internet. With hosted contact center software, contact centers of all sizes are benefiting from lower infrastructure maintenance and more flexible agent staffing, among other benefits.

Hosted Contact Center Provider Five9 Partners with NovaTel
In a bid to expand the reach of their products, hosted contact center solutions provider, Five9, has announced a partnership with NovaTel, Ltd, a U.S.-based provider of international long distance services to domestic and international call centers.

NovaTel to Resell Five9 Virtual Call Center in U.S., Philippines, India, and LAC
NovaTel and Five9 have entered a joint marketing agreement for NovaTel to resell the Five9 Virtual Call Center in the United States, the Philippines, India, and Latin America.

Hosted Contact Center Software Lessens the IT Burden
Hosted contact center software solutions are not a new concept in the industry. Traditionally, however, these solutions were viewed as the option for smaller contact centers that needed specific functionality but lacked the financial power to implement a premise-based solution.

Hosted Contact Center Model Improves KPIs to Create Best-in-Class Performance
Throughout traditional contact center operations, there have been arguments both for and against the hosted contact center. Historically, the hosted contact center platform suited only those smaller organizations that required minimal functionality as larger companies opted to keep complicated and customized systems in-house.

VoIP is Ready for Prime Time in Contact Centers - With Proper Configuration
Although they may not know the industry term for it, consumers throughout the global economy are increasingly embracing VoIP. Voice over Internet Protocol is becoming widely accepted and available as a communication venue of choice in both business and consumer use.

The Hosted Contact Center and At-Home Agents
The hosted contact center model has become an increasingly important consideration for enterprises worldwide as it offers cost-effective access to the technology needed to meet today's demands for improved productivity levels and reduced costs.

Five9 Launches Hosted Contact Center Channel on TMCnet


Five9's Jim Dvorkin on the Importance of the SMB Market to Contact Center Solutions Providers
The small to medium sized business (SMB) market holds huge growth potential for IP contact center software vendors. The vast majority of businesses fit into this category, and in recent years the SMB market has seen faster and stronger year-over-year growth than either the enterprise or home business (SOHO) markets. In fact, most IP contact center software makers now view the SMB market as the primary driver of their future growth.

Five9 Partners with NetSuite's SuiteFlex Developer Program to Advance Virtual Call Center Offerings
Five9, a provider of on-demand call center solutions, has announced that it has become a partner of NetSuite's SuiteFlex Developer Program. With its innovative Five9 Virtual Call Center, Five9 has extended NetSuite's One System Architecture with new capabilities to meet the needs of call centers for small and medium-sized businesses.

Stewart Staffing Turns to Five9 to Help Grow its Call Center Operations
On-demand call center solutions provider Five9 announced that Stewart Staffing Solutions has deployed the Five9 Virtual Call Center to help grow its new call center to 70 at-home agents in less than a year.

Five9 Sponsors New Report from Aberdeen on Call Centers
Hosted contact center solutions provider Five9 Inc. is reportedly sponsoring a recently released report from market research company Aberdeen titled "Contact Center on Demand: Right Price - Right Results."

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