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.

 

Proving that customer service is an integral part of a corporate makeup in every industry, Internet Brands will now use Five9’s system for its automotive customer care department.

 

Handling all facets of the customer service industry, the Five9 virtual call center suite will assist the automotive-related Web site provider – Internet Brands – tackle the 14 million visitors – and 100,000 inbound and outbound calls – it receives on a monthly basis.

 

Internet Brands’ COO Lisa Morita said that with the Five9 system, the company was able to serve customers from multiple locations and the enhanced reporting which allows the company to increase productivity and manage operations.

 

Before implementing Five9’s call system, Internet Brands dealt with customers through a manual telephony dialing system. In addition to the extra time this entailed, the company found using legacy premise-based telephony technology did not fit their needs with the amount of traffic and customer interaction it was slowly evolving in to.

 

“The transition process to the new solution was seamless and the Five9 strategic client management was outstanding,” Morita said.

 

With Five9’s Web-based reporting applications, the automotive company can generate reports tailored to improve productivity while simultaneously catering to clients’ needs and requests. Additionally, Interact Brands can now customize each conversation so that a personal interaction is made with each client.

 

In keeping with the goal of trying to improve operations, Five9’s interactive voice response application within the call center suite allows an easier system for handling inbound calls.