Financial services company leverages on-demand call center solution from Five9 to quickly expand call center operations
PLEASANTON, Calif. (April 9, 2007) - Five9, Inc., the leader in on-demand call center solutions, today has announced that it has partnered with FFD Ventures, a financial services provider, to provide solutions for all of their inbound and outbound call center needs. FFD Ventures selected Five9 in late 2005 to build an automated inbound/outbound call center, and now just over a year later, FFD has grown its business ten fold and plans to continue its rapid growth plans. Currently boasting 125 seats, FFD Ventures plans to reach 200 within the next two to three months.
Beginning with just a few seats in late 2005, Five9 has enabled FFD Ventures to expand their call center operations by offering a comprehensive call center suite at an affordable price. FFD had the need for a combination of outbound and inbound functionality. They have since grown from one to six call center locations which service their customers. FFD is using Five9's predictive dialer and auto-dialer to automate its collections, telesales, customer retention, and courtesy call programs, and Five9's inbound call center is being used for automated call routing of customer inquiries to the next available representative.
"We looked at several hosted alternatives including solutions from Contactual and EagleACD (hosting CosmoCom) and ultimately decided to go with Five9. They offered us the most robust, full featured inbound and outbound capabilities, coupled with the 24x7 support we required at a price to value ratio that no other vendor could match," said David Johnson, FFD Venture's Vice President, managing Technical Operations. "In addition, Five9 was the one company that understood that we wanted to start small, but had serious growth plans in mind, and offered us both the scalability and support to work with us through the process of starting with 5 seats and soon growing to over 200 seats."
"FFD Ventures' call center is a best practices showcase for us of how on-demand call center solutions can benefit a business," said Jim Dvorkin, CTO of Five9. "Since deployment of our on-demand call centers requires just a PC and broadband connection, FFD has had complete flexibility to grow at their own pace while being able to expand operations in a matter of days, without the upfront capital investment and dependency on location of the call center personnel."
"Five9's comprehensive on-demand call center suite has doubled our productivity, and allows our agents to spend less time trying to get a customer on the phone and more time interacting with them. Our first call center was up and running within a couple weeks and has continued to grow ever since without the hassle of buying and managing the traditional on-premise call center equipment. Each new call center that we launch can be live with Five9 in hours. We feel that selecting a hosted call center vendor has been the right strategic choice for our company as it gives us options to expand by adding agents either in-house, at home or off-shore," concluded Johnson.
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.