Expert Planet improves service offerings through its use of Five9 integrated with mission-critical business applications
San Ramon, Calif. – August 30, 2012 – Expert Planet runs targeted sales and marketing campaigns for a number of household-name organizations. Using Five9 and a unique community of topical experts, this outsourced contact center service provider is able to quickly deploy, test, measure and optimize client programs, without operating a physical contact center. In just four years, Expert Planet has grown its agent community to over 1,000 individuals.
When Expert Planet’s flexibility and scalability needs outgrew its on-premise contact center infrastructure, Greg Levow, the company’s vice president of technology, looked to Five9 for a flexible and open solution in the cloud.
Levow’s team wanted powerful application programming interfaces (APIs), which they could use to configure contact center programs and real-time links with customer data, reporting, workforce management and statistical analysis applications. Of special interest was being able to integrate Five9 with Salesforce for unified customer data.
“Five9 offered a robust pre-packaged integration to Salesforce and Web services APIs that enabled us to more rapidly respond to evolving customer requirements than we would be able to achieve through custom coding,” said Levow. “The drag-and-drop nature of these tools resulted in significant cost savings and less of a demand on our technology team.”
The Five9 Adapter for Salesforce has been especially beneficial because agents have instant access to features such as screen pop, click-to-dial, call notes, voicemail, call scripting and more. These features have allowed Expert Planet to increase agent efficiency, expand programs to interact with more sellers, and add seller survey offerings. The cloud-based solution from Five9 provides Expert Planet the flexibility to expand on-demand, source expert agents from a variety of locations, and increase productivity through integration among all its business applications.
“Our robust integrations to cloud-based CRM solutions and our open APIs give companies a customer service advantage by unifying contact center software and mission-critical business applications in the cloud,” said Five9 CEO Mike Burkland. “By leveraging our open platform and pre-packaged integrations, Expert Planet is a great example of how a company can improve business agility, agent productivity and data quality across technology solutions without having to invest in custom integration points.”
To learn more about Expert Planet’s use of Five9, register for the Sept. 5, 2012, DestinationCRM webinar. It will feature a customer panel with Expert Planet and auto dealer Copart, discussing experiences integrating CTI and CRM in the cloud.
Five9 is the largest pure cloud-based contact center software provider with over 1,500 customers and processing more than 2 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.
David van Everen
Padilla Speer Beardsley