Website Operator’s Customer Service Operation Based on Five9 On-Demand Call Centre Software Supports CarsDirect.com and Other Market-leading Automotive Consumer Research Websites
PLEASANTON, Calif. – January 18th, 2010 – Five9 Inc., the leader in on-demand call center software, announced today that Internet Brands has selected the Five9 Virtual Call Centre Suite for their Automotive Customer Care Department, which handles all aspects of customer care for their market-leading automotive websites, such as www.CarsDirect.com, www.Autos.com, www.GreenHybrid.comand www.NewCarTestDrive.com.
Internet Brands operates a network of automotive-related websites that enjoy over 14 million unique visitors and 193 million page views per month. The call center for the Automotive Customer Care Department supports the entire website network and handles over 100,000 inbound and outbound calls per month.
Until recently, the Automotive Customer Care Department based in El Segundo, California, performed manual telephone dialing for lead verification using legacy premise-based telephony technology. The need to scale to support increasing call volume and to unify inbound and outbound calling campaigns within Customer Care drove Internet Brands to select Five9.
“The system has enabled us to serve customers from multiple locations and the enhanced reporting has helped us to manage our productivity more accurately.” said Lisa Morita, COO of Internet Brands. “Also, the transition process to the new solution was seamless and the Five9 strategic client management was outstanding.”
Mike Burkland, CEO of Five9 said “We are pleased to help Internet Brands expand their customer care operations after successfully completing a rigorous selection process that weighed features, price and vendor track-record. We’re excited about providing the on-demand call center solution for these premier automotive-related Internet properties.”
Five9’s robust web-based reporting application allows Internet Brands to generate customized reports to improve productivity. Additionally, Internet Brands makes extensive use of built-in agent scripting on the Five9 system to tailor the conversation with each customer, reinforcing branding and increasing sales production. And Five9’s powerful Interactive Voice Response (IVR) applications simplify the challenge of handling inbound calls generated by the various Internet properties in Internet Brands’ automotive network.
Five9 pioneered the on-demand call center software market in 2001, and with the largest engineering team in the on-demand call center industry continues to enhance its product portfolio based on market demand, customer and partner feedback. The deployment with Internet Brands is one more example of how Five9 delivers access to sophisticated and innovative call center solutions quickly, to companies of all sizes, at a cost of ownership far lower than traditional premise-based solutions.
About Internet Brands
Los Angeles-based Internet Brands, Inc. is a leading Internet media company that owns, operates and grows community and e-commerce websites in the automotive, careers, health, home, money and business, shopping, and travel and leisure categories. With a flexible and scalable platform, Internet Brands operates a rapidly growing network of more than 100 primary websites, with about 50 million unique visitors and 700 million page views per month.
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 Centre and Predictive Dialer serves 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. Become a fan of Five9 at: www.Facebook.com/CallCentreSoftware
David Van Everen