Five9 Adds Auto-Dialer Functionality

By Tracey E. Schelmetic

Editorial Director,
Customer Interaction Solutions magazine

 

Despite legislation and predictions of its own doom, outbound business from the contact center has continued to thrive and gain results for the businesses that engage in it. As a result, many call center platforms … some of them on-demand call center platforms … are adding auto-dialer functionality to their solutions, making practices such as voice mail broadcasting practical and fruitful for smaller businesses.

On-demand call center solutions provider Five9 Inc. today announced the availability of the newest release of its flagship on-demand Five9 Virtual Call Center Suite. The new release is noteworthy because of the addition of an auto-dialer product to the suite. Auto Dialer was added to enable companies to quickly create outbound campaigns that deliver automated voice messages. With more call centers looking to reduce fixed costs and maximize the utilization of existing facilities and resources, auto-dialing allows companies to engage in the practice of voice mail broadcasting to ostensibly increase customer contact without hiring more call center staff.

Along with the Auto Dialer, the new release also includes new Web-based integration APIs that enable Five9 customers to put lead forms on their Web sites and immediately call back users who submit the lead form. In time-sensitive industries, such as mortgage lending, this can be the difference between closing a loan, and finding out that the prospective customer found someone who returned his message sooner.

“This new release augments our existing inbound/outbound call center offering with auto-dialing capabilities, enabling customers to dramatically increase the efficiency of their call center operations without adding expensive personnel, and making Five9 the only company that offers a full suite of extensive inbound and outbound call center capabilities on-demand,” said Jim Dvorkin, CTO of Five9, Inc. “This is an exciting time for us as this release is the first of many upcoming new feature announcements. Our acquisition of Eco NN last year expanded our engineering team to be the largest in the industry, further strengthening our position as a market leader in the on-demand call center space and enabling us to accelerate the development and evolution of our on-demand Virtual Call Center Suite.”

The on-demand Five9 Virtual Call Center enables companies of any size to build a comprehensive, feature-rich contact center anywhere in the world without hardware, software or upfront capital expenditures. Additionally, Five9's on-demand service allows for easier set-up and administration of at-home agent workforces as well as single-site or distributed, multisite centers to act as one, regardless of geographic location. Businesses with only a PC and a broadband connection can afford a comprehensive suite of applications including automatic call distribution (ACD), predictive dialer, auto dialer, interactive voice response (IVR), computer-telephony integration (CTI), remote agent capabilities, skills-based routing, voice recording, quality monitoring, real-time reporting, chat and centralized management.

For more information about Five9, visit www.five9.com.