We recently implemented a new call center services system from Five9, a global contact center software company that pioneered the use of cloud-based computing in the call center industry.
No doubt you’ve heard about cloud-based computing, and you may have implemented it already at your company. Or you might want to find out more about it, in which case, here’s a good primer.
Here at OnBrand24, we decided Five9 technology could enhance our goals of maintaining the highest call center services quality standards while also bringing greater operational efficiencies and cost controls.
For starters, Five9 software is pre-integrated with many of the leading on-demand CRM solutions used by our clients, including SalesForce, RightNow, Lead360 and NetSuite.
For another, Five9 is architected for a high degree of reliability and fault tolerance, leveraging redundant phone carriers, internet connections, hardware components, and software servers.
It enables us to conduct more in-depth historical reporting to gain insight into our call center services performance, using over 100 customizable reports on ACD queues, agents, calls and campaigns. Five9 also uses personalized dashboards, views and alerts to generate real-time performance statistics and feedback.
And it offers a contact history database with contact information and prior call activity available for IVR applications and at agents' fingertips while handling calls.
Five9 also helps ensure a positive call center customer service experience by enabling OnBrand24 managers to silently monitor order taking and help desk conversations, and enable either whisper coaching in real time or post-conversation consultation with our customer service specialists.
Five9 released its first hosted inbound call center services software in 2003, and its solutions are used across all of our clients’ industry sectors: retail and e-commerce, manufacturing, healthcare, insurance, financial services and technology.
Taken together, Five9 is an excellent addition to the OnBrand24 technology infrastructure.
Mark Fichera, CEO
OnBrand24
Call Center Services
Beverly, MA
