Five9 Partners with BayanTel to Provide Hosted Call Center Operations to Philippines

By Susan J. Campbell

TMCnet Contributing Editor

 

On-demand call center solutions provider, Five9, Inc., and Bayan Telecommunications Inc., a provider of telecommunications and Internet solutions, have announced a partnership to deliver a comprehensive set of hosted call center and disaster recovery solutions for the growing market of call center outsourcers.

 

As part of an integrated offering, BayanTel will provide dedicated bandwidth, combined with guaranteed voice quality of service to carry the voice traffic from the Five9 data center in North America to anywhere necessary in the Philippines.

 

Integrated with BayanTel’s network, the on-demand Five9 Virtual Call Center will provide any call center outsourcer in the Philippines with the ability to expand their infrastructure in a matter of days or weeks to address the needs of new and existing customers. The integrated solution will also be offered as a comprehensive disaster recover solution that can be instantly activated.

 

“Being able to provide our customers with additional services like Five9s hosted call center platform will be a major differentiator for us among the highly competitive telecommunications marketplace in the Philippines that traditionally has been focused on selling on-premise call center equipment,” said Chito Franco, vice president of corporate and business markets of Bayan Telecommunications, in a statement.

 

“We have built a robust telecommunications network, and many of our largest outsourcer clients have been looking at call center infrastructure that can be quickly activated. We have looked at several on-demand call center vendors and decided to partner with Five9 - the company that we felt had the best technology, reliability, scalability and market leadership position to deliver the joint offering to our largest outsourcing customers in the Philippines,” Franco continued.

 

Five9’s president and CEO, Brian Silverman, contributed that Five9 is pleased to partner with BayanTel to offer its on-demand call center service to their customers. As the second largest telecommunications company in the Philippines, BayanTel will help Five9 to support call center solutions without the hassle, time and expense of premise-based infrastructure. Activating call center infrastructure and bandwidth instantaneously provides call center outsourcers with a competitive edge and easy access to additional services they can provide to their clients.

 

One of the biggest challenges for call center outsourcing has been to carry VoIP traffic overseas while preserving quality of service and required a strong telecommunications vendor, noted Jim Dvorkin, Five9 CTO. With only a Windows PC and a headset, Five9 users have the immediate ability to make and receive voice calls in North American using high-quality VoIP. Five9’s partnership with BayanTel will provide clients with the best of both worlds with its hosted call center solution and the network to carry VoIP traffic across the globe.

As offshore outsourcing continues to be a viable option for many, Five9 continues to see opportunities for expansion. By partnering with local companies that can carry VoIP and also preserve quality of voice service, the company is strengthening its offerings for companies around the world. Utilizing call center agents overseas continues to be a controversial issue for many consumers, despite how common it is now. Adding poor quality to the mix does little to promote growth for a company. 

 

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