On-demand call center solution offers customers profitable alternative to traditional call center model and ability to pursue new business opportunities
PLEASANTON, Calif. - January 19, 2006 - Five9, Inc., the leading global provider of on-demand telemarketing, customer service, and call center solutions for customer interaction management, today announced that it has been named a recipient of the 2006 Beagle Research CRM WizKids Award. The annual award recognizes companies with advanced business technology solutions that have a significant impact on CRM or the front office in general. Five9 is being recognized for the far-reaching influence and wealth of profitable opportunities its innovative on-demand call center solution offers customers. The CRM WizKids report details how Five9 customer, XACT TeleSolutions, has greatly benefited from deploying the Five9 Virtual Contact Centre", and has found the innovative alternative has enabled it to identify and quickly respond to new business opportunities with its employees and customers.
"Beagle Research Group recognizes that the right CRM technology can help any company compete and become more profitable in today's global marketplace," said Denis Pombriant, managing principal, Beagle Research Group, LLC. "Five9 enables its customers to more flexibly configure their businesses to take advantage of market opportunities, and have greater latitude over staffing issues and real estate costs which can enable them to be more responsive to customers, draw from a larger talent pool, and take on new lines of business."
The Five9 Virtual Contact Centre enables companies of any size to build a comprehensive, feature-rich call center - anywhere in the world - without any hardware, software or upfront capital expenditures. In addition to the cost savings, Five9's on-demand, hosted service allows for easy set-up and administration of at-home agent workforces as well as singular or distributed, multi-site centers to act as one, regardless of geographic location. Additionally, Five9 can seamlessly integrate with Salesforce.com, NetSuite, RightNow, and a variety of other leading vendors.
XACT, a contact center outsourcing solutions provider, had been rapidly growing through an aggressive acquisition strategy when they began looking for a call center solution to help manage their new businesses. They deployed the Five9 Virtual Contact Centre in June 2003, and were almost immediately able to consolidate twelve different contact centers into two locations, and support the thirty percent of their agents who work from home. Five9's CRM capabilities enable XACT to provide reports to every client detailing each marketing campaign's success rate, cost, and agent productivity metrics. In turn, XACT clients know precisely which advertising campaigns and toll-free numbers provide the best return on investment, can determine the effectiveness of different agent scripts, ascertain the ongoing cost of each 800-number versus the number of leads or closed sales generated, receive detailed logs and recordings of agent-customer interactions, and can pinpoint peak traffic periods for each toll-free number. Additionally, with the on-demand VoIP-based solution, XACT has been able to reduce its phone bill by forty-one percent, reduce IT staff from twelve to three engineers, and generate an increase in projected revenues of twenty-eight percent during its first year of use.
"We are honored to receive this award and to be recognized for making a positive impact on the CRM market," said Brian Silverman, president and CEO of Five9, Inc. "The Virtual Contact Centre offers our customers, like XACT, the flexibility required to take advantage of new business opportunities and keep pace with today's ever-changing business environment."
The winners of the CRM WizKids award are included in a Beagle Research Group report titled, "2006 CRM WizKids: Taking CRM to the Next Level." More information about purchasing the report can be found at http://www.beagleresearch.com.
About Beagle Research Group, LLC
Beagle Research Group, LLC is a consulting and market research organization focused on emerging technologies and companies that will have an important impact on the way business is conducted in the years ahead. Located near Boston, MA, Beagle provides insight and advice on front office software issues to the vendor and end user communities around the world. For more information, visit http://www.beagleresearch.com.
About Five9, Inc.
Five9 is the leading global provider of on-demand call center solutions for customer interaction management. The award-winning Five9 Virtual Call Centre™ targets small- to midsized call centers, contact center operations of large enterprises, and companies that provide outsourced call center services. Companies on five continents profit from Five9's reliable, robust functionality that is fast, easy, and affordable to deploy for any call center. For more information, visit http://www.five9.com.