February 22, 2013
Five9's Cloud Call Center Solution Increases Leads for DirectBuy
By Erin Harrison
Executive Editor, Cloud Computing
The benefits of cloud computing have led to an upsurge of interest in cloud communications such as a cloud-based call centers, which offer more secure, reliable, and scalable contact centers without the burdens of premise-based systems.
DirectBuy, a retailer that sells discount home furnishings to members, recently switched to a cloud-based call center solution in order to increase leads. In order for DirectBuy to make money, it needs to sell memberships.
Before implementing Five9’s (News - Alert) Power Dialer, DirectBuy’s salespeople were hindered by a contact management system that only allowed one-to-one calls. In addition, the company’s old system had no efficient way of excluding consumers on their “do not call” lists. On top of that, salespeople were getting frustrated and bored.
Due to cloud-based technology, Five9 was able install the entire system and salespeople just needed to log on via their existing computer.
After switching tothe Five9 Power Dailer solution, which automated outbound calling campaigns, atomically detected answering machines and busy signals and prevented “do not call” numbers from being dialed, agents went from speaking to 30 to 50 potential members a day to 110 to150 potential members. By using the Power Dialer solution, Direct Buy also reduced cost-per-member numbers from $1,100 to $700 and went from 40 leads to get one member to an average of 30 leads.
For all kinds of businesses, there are multiple ways that a cloud contact center solution helps improve productivity, according to Dan Burkland, senior vice president of enterprise sales and business development at Five9.
“Five9 can maximize agent ‘talk time’ during outbound calling campaigns. Five’s predictive dialer capabilities can automatically run through multiple calling lists, detecting answering machines and busy signals, enabling agents to avoid ‘do-not-call’ numbers, and adjusting the dialing pace according to recent statistics that help predict future agent availability,” Burkland explained in an interview with TMCnet. “Agent’s time is now spent talking to customers rather than dialing numbers and listening to endless busy signals or answering machines.”
Five9’s cloud-based contact center solution also ensures a more secure, reliable, and scalable contact center, without the burdens of premise-based systems.
“Customers can switch agent seats on and off as needed, not worry about IT investments or updating software, and be free to focus on turning interactions into brand loyalty,” Burkland added.
With the proliferation of cloud vendors, it can be difficult to ascertain which one offers the best solution. Businesses will want to implement a solution that offers deep CRM integration, according to Burkland.
“Five9 is a leader and pioneer in cloud contact center solutions that offers outbound and inbound call center capabilities to deliver impactful business results,” he said. “Five9’s solutions offer deep CRM integrations to arm agents with the information needed to quickly and effectively handle customer inquiries.”
Edited by Rich Steeves