Five9, a provider of on-demand telemarketing, customer service and call center solutions for customer interaction management, has announced the appointment of Corsidian, a solutions integrator for contact center technologies, as a Master Distributor for the Caribbean and Latin America market.

 

The agreement provides for Corsidian to act as a reseller of Five9 Virtual Call Center solutions, provide sales and technical support to customers in these markets in addition to recruiting and management of additional resellers in the stated territories.

 

The Caribbean and Latin America regions have become one of the fastest growing markets for nearshore outsourcing of call center operations for North American companies due to the geographic proximity, favorable labor costs and large talent pool of Spanish and English-speaking agents. The number of agent positions in this region is anticipated to top 730,000 in 2008.

Andrew Salisbury, CEO of Corsidian, acknowledged that the company is pleased to be working with Five9 and feels that their technology addresses a key need in the region’s rapidly emerging call center markets. With customers in all of the main markets in Central and South America, Corsidian understands the key frustrations of the contact centers there and believes they can be resolved with a flexible hosted solution.

 

Salisbury added that after an exhaustive search of all the vendors offering a hosted contact center solution, Corsidian concluded that Five9, with its on-demand architecture, was the best choice to support the rapidly growing demand for distributed call centers and remote agents in the Caribbean and Latin America.

The Five9 Virtual Call Center is positioned as being quick and easy to deploy as it requires no upfront capital expenditure or hardware infrastructure and thus eliminates the need for ongoing technical maintenance. In addition, the low worldwide long-distance rates offered by Five9 make the solution extremely affordable fro Caribbean and Latin American call center operators.

Five9 offers a high-quality VoIP-based solution, operated from data centers in California, to make call savings possible. The purchasing power is a result of over 60 million calls per month placed on behalf of Five9 customers, enabling worldwide customers to make and receive calls while also being charged the lowest possible rates.

 

According to Brain Silverman, president and CEO of Five9, the company entered the CALA market at the beginning of the year and already it accounts for a significant part of Five9 revenues. Corsidian was chosen to represent Five9 as a Master Distributor due to its extensive experience, domain expertise and contacts in the region. Five9 is extremely proud of the fact that Corsidian chose Five9 to be their supplier of choice for hosted contact center solutions.

Five9 has quickly seen an explosion of growth in the Caribbean and Latin American regions and thus recognized a need to engage an experienced and proven distributor to help manage this growth and drive further expansions in this area. The company’s partnership with Corsidian is a strategic move.

 

Corsidian has also recognized the potential from Five9’s experience in other markets as well as their success in the CALA market thus far. Both companies stand to gain significant advantages from the partnership. In addition, customers will benefit greatly from the strengths of both companies and the CALA area can see economic development from established growth of the call center market. An indirect perk for the U.S. is that the agent base can be brought closer to home.

 

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Susan J. Campbell is a contributing editor for TMC and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.