Study finds on-demand call center software can lower infrastructure and support costs
PLEASANTON, Calif. – March 15th, 2011 – Five9 Inc., the leader in on-demand call center software, announced today that it is sponsoring research by the Aberdeen Group on how businesses can maximize the value they derive from on-demand contact center solutions.
The first report from this research effort is available today on Five9’s website, titled Deriving Business Value from On-Demand Contact Center Solutions. While reduced infrastructure costs is a cloud computing benefit of which many enterprises are already aware, data collected by Aberdeen over recent years shows that 31% of organizations view enhanced competitive advantage as a business driver for adopting on-demand contact center software.
“On-demand contact center software can lower infrastructure costs, reduce the size of dedicated internal support teams, and keep pace with technology,” said Gaurav Patil, Aberdeen Group Research Associate and author of the study.
For a second research report, the Aberdeen Group will be conducting a survey over the coming weeks focused on contact center delivery. The outsourcing and hosting segments of the contact center services industry, such as IVR services, are growing at a much faster rate than sales of on-premise equipment. Aberdeen will examine the types of contact center departments that lend themselves well to each of the methods of technology deployment, the organizational characteristics of enterprises that make the most effective use of their contract center services, and the major factors that must be considered when planning and executing a unified contact center strategy.
“Ongoing research not only helps Five9 innovate unique call center software solutions,” said Mike Burkland, Chief Executive Officer of Five9, “it also highlights for our customers the practices of the best-in-class call center operations, giving them the information they need to optimize their own operations. Five9 is committed to elevating our customers’ call centers through continued technology innovation and access to leading best practices worldwide.”
As the largest provider of cloud-based call center software, Five9 continues to enhance its call center product portfolio based on market demand, customer and partner feedback, and a promise to offer companies of all sizes access to sophisticated and innovative call center solutions quickly, at a cost of ownership far lower than traditional premise-based solutions.
Five9 is the leading global provider of on-demand call center software for telemarketing, customer service, and business continuity. The award-winning Five9 Virtual Call Center and Predictive Dialer serve customers of all sizes on five continents. Customers profit from Five9’s reliable, robust functionality that is fast, easy, and affordable to deploy. For more information, visit www.Five9.com. Like Five9? Tell your friends: www.Facebook.com/CallCenterSoftware
David Van Everen