Call Center On Demand Featured Articles

New York Daily News Deploys Five9 On-Demand Call Center Software Through Salesforce

May 24, 2010

By Susan J. Campbell,
TMCnet Contributing Editor

Call center on demand and hosted contact center software provider, Five9, has announced the New York Daily News has deployed Five9 on-demand call center software that integrates Salesforce CRM with the Five9 software to increase advertising renewal rates. 

The New York Daily News relies on the Five9 Virtual Call Center for its classified ad sales agents who contact advertisers as their ad approaches expiration. Agents have been able to dramatically increase their productivity by using Five9 call center capabilities built into their Salesforce CRM interface. They now enjoy click-to-call functionality and timely screen-pops with relevant advertiser records from Salesforce.com.

"Our classifieds agents were dialing manually before," said Chris Thompson (News - Alert), director of Advertising Administration and Financial Operations for New York Daily News in a statement, "and tracking renewals to properly credit our agents was next to impossible. With Five9, we have full tracking and management capabilities on all agent activity and all orders.

"We can now better manage our entire staff and properly credit each agent for the accounts they've earned, reducing agent churn. Our advertisers are also happier because we are better able to manage outbound renewal calls," Thompson added.

With this deployment, the New York Daily News is able to reduce agent attrition and improve customer loyalty as a result of the full transparency on agent activity. This transparency is accomplished through the robust Five9 and Salesforce.com (News - Alert) reporting capabilities.

Jim Dvorkin, CTO of Five9, stated, "New York Daily News' call center solution is delivered entirely from the cloud, enabled by the Five9 Cloud Computing Platform for Call Centers and Salesforce.com. By deploying cloud-based call center software, New York Daily News was able to improve productivity without the long implementation cycles and up-front capital investment associated with deploying traditional premise-based call center equipment."

Five9 and Salesforce.com have been pioneers in the on-demand, cloud computing industry. As more and more companies turn to this innovative method for driving business functions without significant investments, the Five9/Salesforce.com partnership will be positioned to deliver strong market value.

In other Five9 news, in April the company was awarded a 2010 CRM Excellence Award for its Virtual Call Center Suite by Technology Marketing Corp.'s Customer Interaction Solutions magazine.

Also in April, Five9 participated in NetSuite (News - Alert)'s SuiteCloud 2010, and exhibiting at booth #18. The event, which took place at the InterContinental Hotel in San Francisco from April 13 - April 15, was an optimal opportunity for Five9 to offer its products and insight on the industry and recent trends.


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

Edited by Kelly McGuire