Five9 Adds Expertise and Hires BPO Authority Tom Rocca American Support, Five9 Client and US Based BPO, Presented at the Pace Annual Convention and Expo
San Ramon, Calif. – March 14, 2013 – Five9, the leader in cloud contact center software, is helping business process outsourcers (BPO) take advantage of the flexibility and scalability of the cloud to increase agent productivity, improve customer satisfaction, and enable a more agile contact center environment.
"We are seeing tremendous adoption of Five9 among outsourced contact centers. In today's market, outsourced contact centers are a strategic partner for many organizations that do not keep all of their agents in house. With Five9, outsourcers can easily support different client campaigns and budgets, quickly ramp up and down based on client needs, improve oversight across clients and decrease startup and deployment times. The cloud model helps outsourcers be more competitive in an already hyper-competitive environment."
Mike Burkland, president and CEO, Five9
Five9 Hires Tom Rocca to Continue Driving Success Among Outsourcers
An industry veteran, Tom Rocca joins Five9 with more than 30 years of experience leading and transforming BPOs. Rocca has been an active member of the American Teleservices Association (ATA), now the Professional Association of Customer Engagement (PACE), since 1987. He served on the PACE board for nearly ten years including a term as National Chairman. Rocca is an active member of the Society of Consumer Affairs Professionals (SOCAP) where he has served on the national board of directors and was president of the Georgia chapter. He is also a current national board member of the International Customer Service Association (ICSA).
"I'm excited to join Five9 and help other outsourced contact centers realize the benefits of cloud solutions. Coming from the outsourcer side, I really understand their challenges and opportunities. I’m eager to help my peers understand the benefits Five9 can deliver. This is a tremendous market opportunity, the cloud is changing the way the entire BPO market operates."
Tom Rocca, strategic BPO solutions, Five9
American Support Presents at PACE Event
This week at the PACE Annual Convention and Expo, Matt Zemon, president and CEO at American Support presented, “Why Cloud for the Contact Centre?” Zemon’s session compared the two options for contact center infrastructure, on premise and cloud. He also shared his experiences using cloud solutions at American Support.
American Support is a US-based outsourced customer contact center that provides clients with both sales and customer service support. In addition to three traditional contact center facilities, American Support employs an army of work-from-home agents. The BPO handles more than 70 million customer interactions per year on behalf of its clients.
"At American Support we rely on Five9 to help keep our agents productive, improve customer satisfaction, and enable our virtual contact center environment. Five9’s cloud-based solutions make it possible for us to easily add new clients and bring on more agents all while maintaining the highest level of sales and support quality."
Matt Zemon, president and CEO, American Support
For more information about the PACE Annual Convention and Expo, click here.
Comments from Outsourced Contact Centres Using Five9
TMone is a leading BPO firm and one of Inc. Magazine’s fastest growing private companies for the past six years.
"At TMone we saw the value of the cloud early on; we founded our business on cloud technologies and Five9 has been a key factor in our success. With Five9’s cloud software, we are able to take advantage of a robust sophisticated contact center infrastructure solution at a fraction of the cost and effort involved with a traditional on premise solution."
Anthony Marlowe, co-founder and president, TMone
Straight Forward is a contact center outsourcer that supports clients throughout the entire customer lifecycle – from marketing, sales, to building customer loyalty.
"With the help of Five9’s cloud contact center infrastructure solution, Straight Forward has been able to effectively compete with much larger BPO’s. Growing from a start-up, we’ve been able to overcome enterprise capability, telephony, reporting, and management challenges, by combining a unique service philosophy with the Five9 solution."
Jessica Main, director of client relations, Straight Forward
One on One Marketing is a fast growing outsourced lead generation company focused on delivering high quality leads through effective outbound calling campaigns.
"At One on One we make a lot of outbound phone calls and the effectiveness of the predictive dialer is a critical factor to ensure maximum agent productivity. The Five9 solution helps keep our agents efficient; plus it is easy to manage. Other dialers that I have worked with are clunky; Five9’s cloud based solution is simple to set up and we can very quickly make changes without involving IT."
Joshua Neilson, call floor director, One on One Marketing
Five9 is the largest pure cloud-based contact center software provider with more than 1,700 customers and processing more than 3 billion calls per year. The Five9 Virtual Contact Centre and Predictive Dialer are revolutionizing the contact center industry, bringing the power of the cloud to customer service, marketing and sales organizations around the globe. The company gives enterprises of all sizes access to sophisticated and innovative contact center solutions quickly, at a cost of ownership far lower than traditional premise-based solutions. For more information on Five9, please visit www.five9.com or call 1-800-553-8159.
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