Virtual Call Center

Last month, New York Daily News deployed Five9 Inc.’s on-demand virtual call center software, integrated with Salesforce CRM, to increase advertising renewal rates.

The newspaper uses the Five9 call center software for its classified ad sales representatives to call advertisers as their ad approaches expiration. Productivity has increased dramatically with the call center automation.

The call center application, integrated with Salesforce CRM, includes click-to-call functionality and instantaneously delivered advertiser histories from Salesforce.com. The upgrade in call center technology has allowed for more efficient operations and better visibility, so agent activity is made clear. Employees are less occupied by organizational minutia, and customers are appreciative of the more organized services.

Says Chris Thompson, Director of Advertising Administration and Financial Operations at the New York Daily News: “Our classifieds agents were dialing manually before, and tracking renewals to properly credit our agents was next to impossible. With Five9, we have full tracking and management capabilities on all agent activity and all orders. We can now better manage our entire staff and properly credit each agent for the accounts they’ve earned, reducing agent churn. Our advertisers are also happier because we are better able to manage outbound renewal calls.”

The Five9 call center application is entirely cloud-based, as deployed through the Five9 Cloud Computing Platform for Call Centers and Salesforce.com. Jim Dvorkin, CTO at Five9, says that because of this, “New York Daily News was able to improve productivity without the long implementation cycles and up-front capital investment associated with deploying traditional premise-based call center equipment.”

Five9 is an industry leading on-demand virtual call center software provider with both inbound and outbound capabilities. Founded in 2001 and based in Pleasanton, California, the company has over 170 employees worldwide.