Category: BPO

Stand Up To Cancer – How it All Works

By Mayur Anadkat, VP Product Marketing

One in two men & one in three women in the U.S. will be diagnosed with cancer in their lifetime.

That is a statistic that cannot be ignored. More often than not, people can relate to cancer in some form or another. Everyone has a reason to give back.

Stand Up To Cancer (SU2C) is initiating the acceleration in innovative cancer research to bring new treatments to patients faster, and saving lives now. Tonight (Friday, Sept 9 at 8|7c) this amazing organization is hosting a live, commercial-free fundraising telecast to support cancer research with Tom Hanks as host. To call this event massive is an understatement. The results are groundbreaking as everyone, including celebrities such as Elton John, George Clooney, and Bradley Cooper to name a few, get behind this, act as agents to take pledges and support the mission that all cancer patients become cancer survivors.

Continue reading

The Importance That “Point of Record” Brings When Integrated Within the Contact Centre

By Paul Thomas, Managing Director EMEA

In a world of cloud-based systems, integration with cloud-based customer relationship management (CRM) solutions are a must have. Cloud technology is designed to be easy to use, customise and scale. In the digital age, everything needs to be intuitive and at our fingertips. A contact centre provider integrating with your CRM solution is the only way you can have it all.

Continue reading

How Do You Know If a Channel Partner Program is Right For You?

By Wendell Black, VP of Channels

I’m thrilled to announce that Five9 recently expanded the company’s channel partner program. In light of this, I thought it might be helpful to provide more detail on the types of programs typically available and include examples of what we are doing here at Five9.

Continue reading

Moving to the Cloud: How Contact Center Outsourcers Can Save Time and Money While Improving Agent Productivity

American Support, a US-based contact center outsourcer, initially employed an on-premise contact center system for outbound calls and a cloud solution for inbound calls. In this video, Matt Zemon, President & CEO of American Support, describes how moving to a single, blended cloud solution from Five9 saved the company time and money while improving agent productivity, post-call processes, and capacity for future innovation. Continue reading

customer service smile

The Rise of Outcome-Based Pricing for Contact Center Outsourcers (BPOs)

Customers want answers, and, increasingly, they are asking more complicated questions using a variety of devices. Over the past 10 years, the demand for multichannel support (via email, chat, social, phone and text) has surged as customers have incorporated the latest technological options into their daily lives. Basic customer care now often requires more qualified agents who can solve complex problems, along with robust contact center software that can support multiple communication channels.

In response, contact center outsourcers have been increasingly turning to remote and at-home agents. Contact center outsourcers are striving to differentiate themselves based on their ability to hire and retain the most highly skilled workforce in the customer care field. Managing this workforce has traditionally been a challenge, but outcome-based reporting has shown a great deal of promise in removing much of the uncertainty. Continue reading

cloud contact center software

5 Reasons Why Contact Center Outsourcers (BPOs) + Cloud Contact Center Solutions Are Better Together

Businesses know that superior customer service translates into higher customer retention. Faced with the significant resources required to offer high quality customer service, businesses often turn to contact center outsourcers to help them navigate the technical and staffing challenges associated with the delivery of great customer service.

With a unique business model, contact center outsourcers greatly benefit from leveraging Continue reading

Survey Results: How Contact Center Outsourcers Compete, Manage Staff and Work With Clients

Five9 recently surveyed leading, US-based contact center outsourcers, revealing interesting insight into how outsourcers compete, manage staff and work with clients. To review the survey data in more detail, scroll through the infographic below or download it here.
Continue reading

The Next Frontier: Cloud to Cloud Integration

The following post is from guest contributor Sheila McGee-Smith, President & Principal Analyst, McGee-Smith Analytics. You can follow Sheila on Twitter @McGeeSmith.

SMS Blog Picture

It has been several years since cloud-based contact center applications started the meteoric growth that has more and more companies considering software-as-a-service solutions every day.  The pros and cons have been debated in business and technology magazines and as well as in online venues:  OPEX versus CAPEX, application agility, security issues, etc.  For companies that are still weighing a move to the cloud, are there new factors that should be considered?  For companies that have already made the shift, are their additional ways that deployments can optimized?

The move of contact center technology to the cloud has not occurred in a vacuum.  The cloud phenomenon cuts across other application areas as well, such as CRM, IP telephony and unified communication, analytics, etc.

Those who have been around the contact center market for more than a few years will remember the pain in both time and expense required to integrate a contact center agent screen with something as simple as a customer database.  Computer-telephony integration, or CTI, had such promise for delivering a better customer experience but was seldom implemented because of the complexity.

Intuitively it seems that it should be easier for cloud applications to “talk” to one another than getting multiple premises-based applications integrated.  And it is!  There are different ways this ease is evidenced in the market.

  • Pre-built integrations:  Check with your IT department – given the popularity of Salesforce.com and Oracle’s RightNow platforms, there is a high probability your company is already using a cloud-based CRM system.  Then talk to your existing or prospective cloud contact center solution provider – there is likely a pre-built integration available.  Five9, for example, has recently updated its integrations to both Salesforce and RightNow.
  • Eco-system partnerships:  With cloud-based solutions, it’s easier than ever for companies with complementary technologies to integrate their offerings to provide customized solutions to meet the needs of specific customers.  Five9’s relationship with business analytics company Birst is a great example of this.  For companies with a need for sophisticated analytics and dashboards, the cloud-based solutions of both companies can be easily combined.
  • Cloud Application Programming Interfaces (APIs):  Cloud-based data and applications don’t always exist in a public cloud; many companies make data and applications available via private clouds, deployed in company owned and/or operated data centers.  Cloud APIs, like Five9’s Reporting and Statistics Web Services, allow other enterprise applications to access Five9 contact center data while the Configuration Web Services API can be used to add new leads to lists, provision new Five9 users or manage campaigns within a 3rd-party application.

Providing an exceptional customer experience requires seamless integration of multiple data repositories and applications across the enterprise.  No one application or data source can really promise to provide all the information required to completely track a customer journey through your business.  But the goal of being able to access data and applications regardless of where they are located is a one that can be attained with increasing simplicity by relying on cloud-based solutions.