The Challenge Call Centers 24x7, a contact center business process outsourcer, had acquired over 40 customers since November 2002 by specializing in providing high caliber, cost-effective customer service and technical support services to its clients. With a clear value proposition and tight quality control mechanisms for its agents (some of whom have US Government security clearances), came accelerated growth for the company. This growth mandated a technology upgrade to accommodate an expanding customer base, alleviate pressures to remain price-competitive, and provide robust feature functionality.

To accomplish these goals, CEO Shane Miller set out looking for a contact center platform and underwent a two month long due-diligence process. Having had extensive experience with premise-based contact center hardware, Mr. Miller understood the costs and complexities that came with such choices, and instead opted to look for a virtual solution that would allow his company to focus on servicing customers instead of maintaining technology.

The Solution

Because Call Centers 24x7 serviced a broad client roster across two different vertical industries, Mr. Miller found that Five9s VoIP Virtual Contact Center provided an ideal suite of features for sophisticated outbound and inbound call routing, combined with robust CRM and Graphical Reporting tools.

With our previous system, we faced constant technical challenges, said Mr. Miller. It consisted of custom software on black box servers with expensive telephony cards and trunk lines from the phone company. The cost of bringing in the trunk lines was extremely high, and included a considerable amount of physical infrastructure. We had to dig ditches, and the phone company had to install new poles even though we were only three blocks from the Central Office!

In addition, Call Centers 24x7 was attracting increasingly larger corporate clients who had ever expanding technical requirements for their outsourced contact center partners. Our previous system had rather limited reporting capabilities, and it didnt offer enough ROI, commented Mr. Miller. We didnt want to maintain the system ourselves, and we wanted something that could grow with us without a huge upfront investment.

With Five9, Call Centers 24x7 was able to avoid those costs and complications while leveraging the features they needed to provide world-class outsourcing. Five9 met all of our requirements, and more. The sales and support staff were extremely helpful, and continue to be so as we make occasional changes to how we have the system configured thats a hallmark of Five9 that weve benefited from immensely, said Mr. Miller.

Easy Set-up. Crystal Clear Voice Quality

Call Centers 24x7 initiated the set-up of the Five9 VoIP Virtual Contact Center solution on March 1, 2004, and went live on March 3, 2004, for a total installation time of 48 hours. With low-cost VoIP headset adaptors supplied by Five9 and a broadband Internet connection, Call Centers 24x7 experienced both a feature rich contact center infrastructure as well as business-class voice quality.

The sound quality is great, stated Mr. Miller. And the money savings is even greater! We have been transitioning off our old system to completely move onto Five9.

Five9s Predictive Dialer, combined with Five9s ACD and IVR applications, allowed Call Centers 24x7 to cost-effectively compete directly with offshore competitors for inbound and outbound contracts while offering their U.S. based agents customizable CRM and call routing functionalities. Suddenly, said Mr. Miller, our technology was no longer a loss-leading business proposition for us.

The Results

By avoiding the purchase of hardware, telephony cards, database servers, phone lines, and software licenses, Call Centers 24x7 was able to save $200,000 in up front fees alone.

Moving forward, says Mr. Miller, were saving an additional $10,000 a month. Of course, thats a starting point since our savings using Five9 will grow as our business continues to grow.

About Call Centers 24x7

Founded in 2002, Call Centers 24x7 provides an attractive alternative to offshore contact center business process outsourcers by specializing in customer service and technical support with a group of highly skilled agents in the Port Angeles, Washington area. Headquartered in the North Olympic Peninsula near Microsoft and the I-5 corridor, Call Centers 24x7 is able to provide high touch services to its clients while enjoying a low turnover workforce to clients that want the cost savings of moving offshore but desire U.S. based agents.

About Five9

Five9 is the leading provider of hosted contact center solutions for customer interaction management. The Five9 VoIP Virtual Contact Center targets small-to medium-sized contact centers and branches of large organizations. Over 1,000 customers on 5 continents profit from Five9s reliable, robust functionality that is fast, easy, and affordable to deploy for any contact center, anywhere, on any budget.