New on-demand inbound call center solution offers customers ability to more effectively manage high volumes of calls; flagship product now named Virtual Call Centre Suite
PLEASANTON, Calif. — February 6, 2006 — Five9, Inc., the leading global provider of on-demand telemarketing, customer service, and call center solutions for customer interaction management, today announced the immediate availability of Five9 Virtual Call Centre Inbound™, designed to enable inside sales and customer service and support departments to more effectively manage high volumes of inbound calls - improving customer service and team productivity. Additionally, the company announced its flagship product, the Virtual Contact Centre™ will now be named Five9 Virtual Call Centre Suite™.
"Inbound call centers have long been considered a profit drain and necessary evil, but that's now changing with the use of new, flexible on-demand solutions," said Sheryl Kingstone, program manager, Yankee Group. "Technologies like Five9's can help companies create customer-centric inbound call centers that increase sales productivity and bottom-line profits, while offering excellent service which ultimately improves customer satisfaction and leads to repeat business and referrals."
Five9 Virtual Call Centre Inbound enables organizations to better manage inbound calls by quickly ensuring that all incoming calls are automatically routed to the correct individuals or departments through simple and easy-to-setup interactive voice response (IVR) phone trees and "skills groups", and prioritizes calls based on customer type, call type, or other customer-specified criteria. To help organizations provide the best service possible and allow the agent to resolve the call as efficiently as possible, Five9's on-demand solution identifies inbound callers based on their phone numbers, and "screen pops" or displays the caller name and other information to the agent or operator when they take the call. Additionally, call center supervisors can use the call recording feature for proof of a transaction or quality control, and ensure that agents have the right scripts or "worksheets" to best answer customer questions and/or steer the customer into an up-sell opportunity.
"We're using Five9 for our 25 seat inbound call center, and have found it to be extremely efficient and easy to use," said Pedro Guijarro, MIS manager at USCB, Inc., a full-service receivable and resource management company. "We receive about 400 inbound calls per day, and the fact that Five9 can quickly route calls and allow us to quickly resolve customer issues has made us much more productive and able to provide a better experience to our customers."
Additionally, both Five9 Virtual Call Centre Inbound and Five9 Virtual Call Centre Suite offer the following benefits:
lower IT and management costs because Five9 maintains the call center systems
lower telephony costs because Five9 handles over fifty million long-distance calls per month on behalf of its customers, allowing it to negotiate the lowest rates possible (typically 40-85% lower than if a customer negotiated on its own)
instant reports on call volumes, agent productivity, disconnects, etc.
easy integration with best-of-class applications such as Salesforce, RightNow, and NetSuite
"We are beginning to see an increase in the number of call centers that strictly handle inbound calls," said Brian Silverman, President and CEO of Five9. "The Five9 Virtual Call Centre Inbound offers the most complete on-demand inbound-oriented call center solution and best value in the industry and was developed to help these organizations get up and running quickly, and operate as efficiently as possible."
Five9 Virtual Call Centre Inbound and Virtual Call Centre Suite are available now, at monthly license prices of $125 and $160, respectively.
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.