Cloud-Based Contact Center Software from Five9 Boosts Expert Planet
Sep 06, 2012 (Close-Up Media via COMTEX) --
Expert Planet runs targeted sales and marketing campaigns for a number of household-name organizations.
According to a release, using Five9 and a community of topical experts, this outsourced contact center service provider is able to deploy, test, measure and optimize client programs, without operating a physical contact center. In four years, Expert Planet has grown its agent community to over 1,000 individuals.
When Expert Planet's flexibility and scalability needs outgrew its on-premise contact center infrastructure, Greg Levow, the company's vice president of technology, looked to Five9 for an open solution in the cloud.
"Five9 offered a robust pre-packaged integration to Salesforce and Web services APIs that enabled us to more rapidly respond to evolving customer requirements than we would be able to achieve through custom coding," said Levow. "The drag-and-drop nature of these tools resulted in significant cost savings and less of a demand on our technology team."
The Five9 Adapter for Salesforce has been especially beneficial because agents have instant access to features such as screen pop, click-to-dial, call notes, voicemail, call scripting and more. These features have allowed Expert Planet to increase agent efficiency, expand programs to interact with more sellers, and add seller survey offerings. The cloud-based solution from Five9 provides ExpertPlanet the flexibility to expand on-demand, source expert agents from a variety of locations, and increase productivity through integration among all its business applications.
"Our robust integrations to cloud-based CRM solutions and our open APIs give companies a customer service advantage by unifying contact center software and mission-critical business applications in the cloud," said Five9 CEO Mike Burkland. "By leveraging our open platform and pre-packaged integrations, Expert Planet is a great example of how a company can improve business agility, agent productivity and data quality across technology solutions without having to invest in custom integration points."
About Five9Five9 is a pure cloud-based contact center software provider.
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