Telecommunications

Retain your customers with a world-class customer service experience

Solution Overview

In the competitive telecommunications industry, customer retention is critical. Five9's system allows you to keep and grow your customer base by providing a timely and high-quality customer experience, lowering your costs, and increasing sales revenues. When we provide your hosted call center solution, you will benefit from:

  • Access to sophisticated calling features, including easy-to-use contact history
  • Highly productive and coordinated agents around the world: at home, onshore or offshore
  • Ability to flexibly scale up or scale down based on demand
  • Reduced infrastructure and maintenance expenses

Five9's solutions allow you to focus on providing a world-class customer service experience without the hassle and cost of a physical call center infrastructure.

 

Solution Benefits

Improved Customer Satisfaction

Without question, customer satisfaction directly affects customer retention and, ultimately, profits. The Five9 Inbound Virtual Call Center solution routes customers to the right agents, supplying them with the information they need as soon as the call arrives. Customers won't be frustrated by repeating information, and they'll appreciate that contact history is available to every agent that services them. And, when you're using a leading hosted CRM product, Five9 Virtual Call Center solutions can provide an integrated, unified customer view.

Increased Revenues

For many Telecommunications companies, call centers remain synonymous with "cost centers". Five9's Virtual Call Center Suite helps you transform your "cost center" into a "profit center". By ensuring that each call is efficiently routed to an appropriate agent, you can maximize up- and cross-sales opportunities. For example, after successfully resolving a billing inquiry, your agents can advise the customer on relevant plans and features that generate additional revenues. Customer service studies have shown that satisfaction scores and sales success rates are much higher when the customer receives advice that they feel is timely and relevant to their needs; while running an inbound call center, Telecommunications companies are poised to take advantage of this fact and outpace their competitors.

True Virtualization

Today, Voice-over-IP is a real alternative to premise-based telephony solutions. As the leading hosted call center software, The Five9 Virtual Call Center leverages VoIP and web-based applications to provide you the ultimate flexibility when deploying and operating your call center. Whether your agents are in your center or at home, they will all access a clear and reliable communication channel. Additionally, your supervisors and managers will be able to monitor daily operations in real time and communicate with agents and each other with our built-in chat and message broadcasting features.

On-Demand Scalability

Whether you're ramping up for a product launch or responding to company growth, Five9's Virtual Call Center solutions allow you to increase capacity without worrying about the capacity constraints and licensing hassles associated with premise-based solutions. Five9 enables you to quickly add personnel as needed, in a single day. Since you only use what you need, you're never stuck with excess capacity that is only needed for peak times of year, and you no longer risk outgrowing your mission-critical call center systems.

 

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