Hosted contact center solutions provider Five9 (News - Alert) announced that NexRep, a call center specializing in direct sales, marketing, and customer service campaigns for a wide range of product and service providers, has been able to double its revenue year-over-year thanks to Five9’s contact center software.
NexRep comprises a network of approximately 500 certified, completely home-based agents spread across more than 35 states in the U.S. It has been using Five9 solutions over the past eight years to optimize these agents and drive growth.
Five9’s cloud-based services have helped the company effectively support its virtual workforce. Offering features like predictive dialing and skills-based routing, the solution has proven to increase agent efficiency and boost revenue.
The company can now consistently generate 30-60 percent more revenue per call than its competitors. It also maintains a 90-percent agent retention rate for those who work with the company for more than one month.
Five9’s call center on demand has also helped the firm condense training time and deploy agents more quickly.
"Being able to run our contact centers on a world-class platform like Five9 has been extremely beneficial,” said Teddy Liaw, CEO, NexRep, in a statement. “Five9 has built a one-of-a-kind contact center solution that has allowed us to double our year-over-year growth. Furthermore, Five9’s security and dependability plays a large role when we talk to potential customers; a reliable platform is something our clients think about, and being able to associate with a world-renowned solution like Five9 helps us.”
This announcement follows shortly after Five9 was conferred the 2013 TMC Social Business Honoree Award for its SoCoCare solution.
Following the acquisition of SoCoCare last fall, Five9 worked to strengthen its social engagement and mobile customer care portfolio. SoCoCare brought with it a robust suite of customer care applications and rich foundational technologies for powering the next generation of cloud-based contact centers, the company said. The award recognized Five9’s efforts to help customers leverage social media to facilitate and enhance social customer care interactions.
Edited by Blaise McNamee