February 21, 2013
Five9 Brings Call Centers to the Cloud
By Rich Steeves
TMCnet Managing Editor
No matter what business you are in – or how large your company is – you strive to maximize productivity and increase customer satisfaction. For call centers that are looking to improve in both of these areas, one way to do so is to migrate from an on-premise to a cloud-based, hosted contact center. This call center on demand can also increase agility and flexibility, providing real ROI and moving your business toward cutting edge technology. One company that specializes in migrating contact centers to the cloud is Five9 (News - Alert), and according to company executives, Five9’s solutions can indeed maximize productivity and increase customer satisfaction.
I recently had a chance to speak with Dan Burkland, senior vice president, Enterprise Sales & Business Development, at Five9. Burkland talked about the company’s position in the space, its key differentiators, its accomplishments this year and goals for the future.
The company has been quite successful recently, tripling its revenue over the past three years. Five9 serves 1800 customers with over 30,000 concurrent seats, and it handles over 3 billion calls per year. Its growth has been organic, not due to mergers and acquisitions, and all of its end-users sign up directly with Five9, not channel partners. This allows the company to provide the platform and the data centers, and give support all day, every day.
Five9’s goal is to help businesses replace their premise-based solutions and migrate to the cloud. It works with companies in the small and medium business category and also midmarket players. As more and more companies gain confidence in cloud solutions, the market will continue to grow, and Five9 is poised to continue to be a leader in the space. It works with many verticals, including those like healthcare and financial, which have data security needs that Five9 can meet and surpass.
According to Burkland, Five9 offers three key benefits to customers. The first of these is the ability to help companies maximize productivity. The Five9 solution blends inbound and outbound calls so that agents can get the most productive work done during their shifts. No matter how precise workforce management tools are, there is no way to predict the future. During busy times, agents are taking inbound calls, but during lulls, they are shifted to outbound campaigns. The Five9 software pushes work to agents that are idle, and call center managers can determine how busy they want their agents to be. The Five9 software also provides skill-based routing for both inbound and outbound calls.
Burkland also stated that Five9 enables greater customer satisfaction and more business agility. The software matches the caller to the best agent through deep integration with CRM solutions. It also allows companies to move from the high CAPEX of a premise-based solution to a more manageable subscription model so companies can pay as they grow – or shrink. Because the solution is cloud-based, agents can work from anywhere, including outsourced locations and their homes.
While Five9 has traditionally focused on voice, its upcoming release will feature deeper integration for chat and e-mail, which are communication channels that are growing in popularity. Its upcoming release will also have enhanced reporting capabilities with integrated charts and graphs and a number of canned or customizable reports. As for the future, Five9 is looking to add social channels to its solutions while also developing quality management and agent productivity tools.
As more and more companies realize the value of moving their call centers to the cloud, Five9 will be ready with the technology and experience to guide these businesses into the future and beyond.
Edited by Carlos Olivera