Hosted contact center solutions provider Five9 recently made headlines for providing the American Ramp Company (ARC) with a virtual call center to accelerate sales and enhance customer service. ARC, a skatepark design and implementation company was able to realize optimal efficiency and productivity with the Five9 solution
To find out more about this unique collaboration and the company's virtual call center offering, I asked Five9 a few questions on the subject.
How did Five9 answer to the specific needs of the skate park design company?
ARC wanted a complete solution that would enhance the performance of their diverse sales force on an ongoing basis. Our solution provided a seamless call center operation whether the agents were their direct sales force, field representatives, or outsourced sales staff. It was also implemented quickly and worked well with the CRM solution they already had in place.
After deploying our solution, the sales reps were online quickly with our easy-to-use interface and the application helped to cut down on the amount of time the sales team spent on paperwork - allowing them to spend more time with customers.
Are you finding that more industries not typically associated with call centers are turning to hosted call center solutions?
Yes. Hosted call centers have taken off in many vertical industries. Besides retail and financial services customers who adopted early, we now see others purchasing and deploying software as a service, such as marketing services, professional services, healthcare, insurance, and fundraising.
In what ways did the company benefit from the deployment of Five9's technology?
With Five9, ARC was able to decrease telecommunications costs because our solution is VoIP-based. Increased agent productivity and talk time with live prospects were also benefits they received.
Also, our solution provided improved visibility into operations with a set of management reports and a unified interface for distributed agents. And our outbound functionality and predictive dialing complemented their existing email and marketing campaigns.
Were technology costs reduced as a result? How so?
Yes. Our hosted solution requires no capital expense, dedicated on-site IT staff, equipment purchases, and maintenance fees like purchased software, and our platform was built from the ground up using VoIP
technology, so it was a real cost saver.
What are some of the key features of the Five9 Virtual Call Center?
The Five9 Virtual Call Center Suite is our most comprehensive offering. It is on- demand call center software that provides all of the essential features needed to operate a best-in-class call center without the headaches of buying premise-based equipment. This includes IVR, ACD
, Skills-Based Routing, Predictive Dialing, Quality Monitoring, and more to ensure exceptional customer service, lower operational costs and more effectively managed operations.
For more, be sure to check out the Hosted Contact Center channel on TMCnet.
Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.