New report details essential ingredients needed to deploy a successful on-demand call center
PLEASANTON, Calif. (September 11, 2007) - Five9, Inc., the leader in on-demand call center solutions, today announced its has sponsored a recently released report titled "Contact Centre on Demand: Right Price . Right Results" from Aberdeen, a Harte-Hanks Company (NYSE: HHS). The benchmark report details how Best-in-Class (BIC) call centers see optimizing their service delivery model as a way to reduce up-front technology costs. By utilizing a hosted model such as the Five9 Virtual Call Centre™, 65% of the BIC respondents have experienced benefits from flexible on-demand licensing and an increase in available functionality.
Aberdeen uses three criteria to distinguish Best-in-Class companies. These key performance indicators (KPIs) are:
- Customer satisfaction - 58% see improvement.
- Cost per contact - 58% see improvement.
- Contact center uptime - 30% see improvement.
"I cannot stress enough the importance of measuring KPIs," said Alan Hubbard, SVP Customer Management Technologies Group at Aberdeen. "Our research has shown time and time again that on average laggard companies don't measure KPIs about 80-90% of the time. If a company doesn't measure its performance it has no idea what technologies are most needed and when they are needed. At the very least, its business operations run inefficiently, clearly not an indicator of Best-in-Class business."
Key findings of the new report include:
- 58% of BIC firms plan to use predictive dialing in the next two years, an increase from 29% today;
- 79% of respondents see optimizing their service delivery models as a way to reduce up-front technology costs; and,
- 65% of respondents saw benefits from flexible on-demand licensing and an increase in available functionality.
"Five9 is excited to support Aberdeen's leading market research as it benefits so many decision makers in the call center industry," said Brian Silverman, CEO if Five9. "This was a great opportunity for Five9 to be involved in a project that educates call centers and enterprises around the world on industry trends and the trials and successes of their colleagues and competitors."
To download a free copy of the new report, please visit www.aberdeen.com.
About Aberdeen Group, a Harte-Hanks Company
Aberdeen is a leading provider of fact-based research and market intelligence that delivers demonstrable results. Having benchmarked more than 30,000 companies in the past two years, Aberdeen is uniquely positioned to educate users to action: driving market awareness, creating demand, enabling sales, and delivering meaningful return-on-investment analysis. As the trusted advisor to the global technology markets, corporations turn to Aberdeen™ for insights that drive decisions.
As a Harte-Hanks Company, Aberdeen plays a key role of putting content in context for the global direct and targeted marketing company. Aberdeen's analytical and independent view of the "customer optimization" process of Harte-Hanks (Information - Opportunity - Insight - Engagement - Interaction) extends the client value and accentuates the strategic role Harte-Hanks brings to the market. For additional information, visit Aberdeen http://www.aberdeen.com or call (617) 723-7890, or to learn more about Harte-Hanks, call (800) 456-9748 or go to http://www.harte-hanks.com.
About The Five9 Virtual Call Centre™
The on-demand Five9 Virtual Call Centre™ enables companies of any size to build a comprehensive, feature-rich contact center - anywhere in the world - without any hardware, software, or upfront capital expenditures. In addition to the cost savings, Five9's on-demand service allows for easy set-up and administration of at-home agent workforces as well as single-site or distributed, multi-site centers to act as one, regardless of geographic location.
Built from the ground up by Five9 to eliminate third-party license fees and ensure costs are kept low, any business with just a PC and a broadband connection can afford a comprehensive suite of applications including: Automatic Call Distribution (ACD), Predictive Dialer, Auto Dialer, Interactive Voice Response (IVR), Computer Telephony (CTI), Remote Agent Capabilities, Skills-based Routing, Voice Recording, Quality Monitoring, Real-time Reporting, Chat, and Centralized Management.
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.