Virtual Call Center

Internap Corp., a provider of Internet business products and services, stated in a press release today that Five9, a virtual call center software provider, will use Internap’s New York City data center to shore up Five9’s cloud capabilities.

“Our selection of Internap represents a key strategic decision for Five9,” said Jim Dvorkin, CTO of Five9, “as it provides high availability and geographical redundancy for our Silicon Valley data center, and the New York location is in closer proximity toEurope to facilitate our continued expansion. Internap’s network backbone provides us with resiliency and high quality connectivity for the tens of thousands of call center agents we support worldwide.”

The data center will serve as a geographical redundancy for Five9 as the call center provider continues to expand globally.

To lay it on thick, Internap’s New York facilities feature “multiple layers of hardened physical security and is staffed and secured 24/7. The state-of-the-art data center is served by top-tier telecommunications carriers and is equipped with fully-redundant power and HVAC systems to ensure service continuity.”

Five9 has been a regular of the on-demand call center market. The company covers both inbound and outbound call center capabilities. Founded in 2001 and based in Pleasanton, California, the company has over 170 employees worldwide.

Kingsdale Shareholder Services, a strategic capital and business solutions provider, decided to answer their growth by installing Five9′s Virtual Call Center Suite.  Kingsdale Shareholder Services was created by Kingsdale Capital Corporation, a global financial services firm, because of the growing importance of shareholder service providers.  The Kingsdale Shareholder Services staff has to frequently call clients and proxy voters, to explain the voting processes.  Staff members have to make up to thousands of calls per client, which can be a long and grueling process because they have to manually dial each number since they did not have a call center solution.

Kingsdale Shareholder Services decided to implement the Five9 Virtual Call Center to help them handle outgoing calls.  They were growing rapidly and started signing multi-billion capitalization companies which required thousands of calls. The new call center helped them handle the influx in call volumes, which ultimately helped them grow and expand their services.

Five9, a leading on-demand telemarketing and call center solutions provider, offers predictive dialing, which helps avoid blocked numbers or busy signals.  This saves time and money as agents do not have to manually dial numbers.  Also, agents can avoid dead end calls. Five9 is ideal for rapidly growing companies that need to handle more outgoing or ingoing calls.

Five9′s virtual call center was a success at Kingsdale Shareholder Services.  They were able to increase their daily outbound calls from 500 to over 5,000 with the new call center.  This helped Kingsdale double their customer base in one year.  Mayu Baba, a Kingsdale Shareholder Services employee, was very pleased with the call center implementation.  He said, “We felt that the Five9 solution provided the features we were looking for – predictive dialing, reporting, call monitoring, and high-quality VoIP – at a price point we could afford.”

Five9 installed the call center in a few days, as opposed to the months or weeks that Kingsdale expected.  Kingsdale saved money with Five9 and accordingly they were able to double the number of agents that they had on staff.  Training is faster and easier with Five9′s call center.  Kingsdale completely customized the virtual call center.  Their company grew significantly because of it.

Baba said, “The overall impact of the Five9 solution has been very positive for Kingsdale Shareholder Services,” said Baba. “It has allowed us to offer new value-added, personalized services to our clients such as offering dedicated 1-800 lines, and increase efficiencies enabling us to double our customer base and number of call center agents in just one year, while maintaining the stellar client services that we are known for.”

Users can build their own call centers with the help of Five9′s informational webinars, which can be found on their website.  Five9 can also provision business call centers in as little as 48 hours.

Angel.com, an Interactive Voice Response (IVR) and call center solutions provider, recently released their revolutionary business intelligence and reporting for IVR. Angel.com wanted to add stronger reports to their IVR solutions as well as embed business intelligence analytics into their on-demand platform. This break-through technology, entitled Caller First Analytics, came out of Beta in April.

Caller First Analytics was designed to help companies increase the efficiency of their Interactive Voice Response solutions while saving money. Angel.com wanted to take IVR and make it better, so they determined the problems with IVR and targeted what they wanted to improve.

Some of the key features of Caller First Analytics include Voice User Interface Reports, which track hang-ups and trouble spots in companies’ voice applications, and Application Performance Reports, which measure and tracks task completion metrics. Caller First Analytics is customizable software-as-a-service (SaaS) that customers can also use to check their call parameter history to see how call metrics have changed over time. Caller First Analytics also provides Funnel Analysis, which analyzes callers path through the system to identify entry and exit points so companies can avoid abandoned calls.

Jay Lassman, the Research Director at Gartner, Inc., a leading information technology research and advisory company, commented on Angel.com’s Caller First Analytics. He said, “Recently the marketplace has been expressing interest in the merits of integrating business intelligence with IVR. This marriage offers the possibility for large enterprises to better analyze and understand customer needs as well as voice call data, which should lead to improved customer satisfaction and business growth.”

Caller First Analytics will allow businesses to intensely analyze their IVR applications to improve customer service and efficiency. This on-demand solution does not require any hardware, software, or human resources. Angel.com’s pay-as-you-go pricing is also affordable.  Their detailed application performance, call data, and IVR reports will help businesses overcome the challenges they face to get the most customers possible.

You can view a demo of their Caller First Analytics on their website, Angel.com.

Connector-Plus recently decided upon CosmoCall to provide their contact center platform. Connector-Plus is a telecommunications solution provider that traditionally provides hosting and integration services to organizations in Mexico. By investing in the CosmoCall platform, Connector-Plus customers can now utilize the many features CosmoCall Universe has to offer without making large investments.

Connector-Plus assists customers in deploying call centers within their organizations. Connector-Plus has found its niche in providing its customers quick to deploy call center solutions that are easily outsourced. Connector-Plus stepped up to deliver these services and provides the necessary support and capabilities companies need to quickly get their call centers up and running.

With the CosmoCom platform, Connector-Plus is able to more easily manage its many customers. Now, a single system can manage all their customer call centers. There has been tremendous success with the CosmoCall services as businesses have enjoyed a reduction in telephony costs by 40% and operation processes have improved dramatically.

CosmoCom is being used in a variety of ways by a number of different companies in order to reduce response times and improve customer service. With CosmoCall, Connector-Plus is able to provide its customers with the capabilities necessary to address customer needs. This continued success shows that the relationship between CosmoCall and Connector-Plus should continue to grow in the future as they work together to provide top notch call center capabilities for their Connector-Plus’ many customers.

Five9 announced the implementation of its Five9 Virtual Call Center Suite by TMone who is a leading business process outsourcing company. TMone was able to successfully integrate Five9 Virtual Call Center with its Salesforce.com CRM suite in order to maintain the high level of customer service its call center agents have been able to provide. This has resulted in more business for TMone as their reputation lures more customers to them.

With Five9, TMone was able to enhance its existing Salesforce.com solution in order to provide even better customer service in a much more efficient fashion. Five9 was chosen for a number of factors including its scalability and reliability. Five9 has allowed TMone to achieve its record growth ever since its implementation.

TMone is able to provide reliable and superior customer service to its clients after the implementation of Five9. Its integration with Salesforce.com has allowed TMone to provide accurate information and consistent performance to its clients. The productivity provided through this integration has given TMone a competitive edge on many of its competitors, allowing TMone to continue its growth.

Five9 has helped to automate many of TMone’s existing tasks and simultaneously improving productivity. This frees up employees time and improves morale, allowing employees to be more dedicated to serving customers. As a result, customer service has greatly improved and the business has grown dramatically.

Five9 announced that its virtual call center suite was selected to receive the “Product of the Year” award from SearchCRM.com. This award recognizes Five9 as a leading provider in on-demand call center software. Its virtual call center suite is noted for its robust functionality and ease of use.

Five9 is delighted to be rewarded with this award. With the amount of investment it dedicates to its products, its nice to see that it has paid off. Five9 is honored to be recognized for its committment to delivering high quality and innovative products. With the continued improvements and innovations in its software, companies should continue to expect high quality solutions from Five9.

To learn more about Five9 solutions, you can read the full article found here.

On-demand virtual call centers offer companies many benefits. For companies where customer service is important to its success, virtual call centers become all the more critical to be a successful business. Office Depot, a leader in providing office products and services, recently was looking for a call center solution to improve on its customer service. Understanding that customer service was a key component of its success, Office Depot made its choice carefully. They settled on Seratel to act as its contact center platform to improve the overall experience for its customers.

With Seratel, Office Depot is able to dramatically reduce call hold times while simultaneously providing a better customer service experience. All this was able to be done with low infrastructure costs due to Transera’s SaaS approach. Office Depot is able to continue to grow and expand its operations while using Seratel as it provides the necessary capabilities and tools to support Office Depot’s growing contact center operations.

The use of Transera’s contact center solution has helped Office Depot improve in a number of aspects. With the increased customer service capabilities and its ability to expand free of technological constraints, the future for Office Depot looks bright.

For more information on this exciting new partnership, you can read about the full article here.

VIVRE, a provider of luxury items has chosen VIP Virtual Call Center for its clientbase. They decided on VIP due to its ability to help provide its customers with the superior customer support necessary to maintain its clientbase. VIPdesk will help VIVRE provide customer care through phone as well as email through a virtual customer service team.

VIPdesk will assist VIVRE by handling sales and customer service calls while also responding to any emails from VIVRE’s customers. VIPdesk has a reputation for its stellar customer service and awesome customer support which is why VIVRE decided on VIPdesk to provide its customer support.

Hopefully, this arrangement between VIVRE and VIPdesk will be mutually beneficial. For more information on this topic, you can read the full article found here.

Any client based organization understands that customer service is the most important aspect of its operations. Adapting to the needs of customers is critical to maintaining a successful company. In doing so, organizations can ensure the most customer service possible and create the best customer experience for consumers.

Virtual Call Centers help companies maintain this customer service. Virtual call centers allow employees of certain companies to be accessible all day allowing customers to have around the clock support which improves the customer experience. Contactual virtual call center allows these organizations to perform efficiently without lowering the quality of their service

Virtual Call Centers offer companies  a number of advantages that include an easy to use interface as well as a much more productive workforce. In addition, customers can be happier with around the clock support as employees of the company are easily accessible.

For more information about Contactual Virtual Call Center, you can read the full article found here.

VIPdesk has been a mainstay in the virtual call center solution industry, having been a leading pioneer in the virtual call center industry for many years. VIPdesk’s industry expertise can assist many prospective telecommuters as well as companies as they have scheduled a virtual open house to assist anyone interested in working with VIPdesk.

VIPDesk’s webinar will answer many of the questions about VIPdesk and will look to identify the best brand ambassadors for its products. VIPDesk has high expectations for its ambassadors, expecting the best as they represent VIPDesk in answering prospective client phone calls from top companies as well as many smaller ones. The virtual open house will be an opportunity for people interested in learning about virtual call centers as well as being able to work as a virtual call center agent.

For more on this opportunity from VIPDesk, you can read all the information about this in the article found here.