Call Recording Featured Article

Five9 (News - Alert), a company that develops cloud-based contact center software for enterprises across the globe, announces this month that it has acquired a new client, a 400,000-customer insurance provider that will, as the months progress with this new contact center host, process more than $600,000 in annual revenue for its own business customers.

This new client, whom Five9 did not name in its announcement, works primarily with healthcare facilities; it represents those hundreds-of-thousands of customers by connecting them with various individual doctors and care centers in its own network of associated health providers. The insurance client here will gain features such as multi-channel support and the ability to allow call center agents to work from home – a primary solidification compound in this deal, noted Five9 CEO Mike Burkland.

“The healthcare industry, like most others, needs to attract the most qualified employees in order to be competitive in the market,” Burkland said. “The Five9 solution allows agents to work from home or a remote office with the same technology benefits as being on site, which is a strong selling point in recruiting the top agents.”

Five9 was contacted after its client decided that it needed to relocate its headquarters. At the time of that decision, it used a site-based contact center infrastructure that was not just unable to move with the company’s location, it was also unable to transfer alongside the company’s ambitions. Its insurance support for healthcare providers was growing and demanded a new contact center platform that could make the physical and ideological trip.

The client moved Five9 to the top of its list after discovering that cloud-based calling features would include quick deployment of voice, web chat, email, and social media coverage alongside the ability to support agents in any location. What that meant is that the client’s agents could work in the office or from home – an allowance for future expansion and freedom to transform the insurance business in other ways such as how and when it requires call center agents to visit the office.

The new call center software also provides features such as automated call distributing from agents and from an interactive voice response system. It can link to big-name customer relationship management software such as Salesforce without requiring IT admins to sink their hands into weighty configuration files. It also works for insurance administrators by offering them detailed reports and workforce management tools. Difficult scheduling can fly out the window.

Five9’s client has now used the new system long enough to see more efficiency in its daily workplace. The software has also reportedly allowed the client to seek and begin using contact center agents in remote locations.