Hosted Call Center Featured Article
Five9 Partners with In Genius Solutions to Drive On Demand Contact Center Solutions
June 16, 2008
By Susan J. Campbell
TMCnet Contributing Editor
Five9, a provider of on-demand call center solutions, has announced that it has developed a partnership with In Genius Solutions (IGS), a privately-held consulting company in Ontario with practices in professional services, technology and outsourcing for call centers.
IGS Partners are able to rely on proven methodologies and vertical expertise to conduct client engagements that re-engineer business processes, optimize performance and transform call center operations for efficiency, effectiveness and flexibility.
Five9 Vice President of Marketing, Tracy Tufillaro said in a Monday statement, “We plan to add professional services such as Launching Home Agents, Creating Call Center Scorecards, and Insuring Business Continuity for our customer base. The Five9 Virtual Call Center successfully supports agents at home, onshore, and offshore. New customers will benefit from IGS expertise in implementing diverse operations.”
”We also anticipate that our existing customers will benefit from a re-assessment of their call centers after longer-term use. In that case, IGS can provide performance benchmarks, quality programs, and process innovation to mine additional value with Five9 solutions.”
“We are pleased to be working with the Five9 team. Our collaboration complements both firms’ strengths and we look forward to creating value and success for our customers. One of our initial offerings will be deployed to the financial services sector,” said Frank Muzzi, Vice President of Global Outsourcing for IGS, in Monday’s statement.
“Through our engagements, we find that informal call centers exist in many settings. Those groups without in-house call center expertise and IT staff particularly gain leverage with In Genius Solutions and Five9.”
“Larger customers are keen to advance quality programs with measurable results. Our Key Performance Indicators (KPIs) service provides actionable insight for call center managers,” Muzzi added.
The evolution of the hosted services model has sent more and more customers in search of rich contact center intelligence and flexible contact center technology that is able to adapt to changing business conditions and operational configurations.
Five9 and In Genius Solutions are working together to customize professional services to advise clients on changing segments of their business that will benefit from well-engineered, on-demand solutions that can be deployed quickly and profitably.
The drive for hosted contact center solutions is a result of the recognized need for contact center operations for the organization, no matter the size or the industry. The benefits that the contact center can deliver are too significant to ignore, yet many businesses do not have the capacity or the expertise to develop an in-house center.
It is because of this phenomenon that Five9 and In Genius Solutions can partner to drive performance and increased adoption throughout the global economy. Both have delivered measurable results, which will drive acceptance even in competitive situations.
Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for Market Drive News. To see more of her articles, please visit Susan J. Campbell’s columnist page.
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