1882 — XACT TeleSolutions Deploys Over 100 Agents on Five9 Virtual Contact Center

Sep 1, 2005 | Conteúdos Em Ingles

Five9 announced that XACT TeleSolutions has deployed the company’s Virtual Contact Center, helping the provider of outsourced communications and call handling solutions grow to more than 100 agents.

‘The Five9 solution enables us to deliver integrated call handling and CRM solutions to our customers with a high degree of reliability, without major upfront investment in equipment,’ said Sharon Grossman, president of XACT TeleSolutions. ‘As a result of using Five9’s technology we have reduced our phone bill by 41%, reduced IT staff from eight to three engineers, and we have generated an increase in revenues in Q1 2005 of 28% over Q1 2004 while decreasing our IT budget. Five9’s on-demand VoIP architecture perfectly matches our own distributed call center model, in which our one physical site is seamlessly connected on the same network with our telecommuting ‘homesourced’ agents in the continental U.S., Puerto Rico, and the Philippines, who now make up 75% of our workforce .’

Five’s Agent Desktop and VoIP technology enables XACT agents to handle both inbound and outbound calls in a blended contact center environment. Because XACT’s clients often have multiple toll-free numbers correlating to particular advertising campaigns, clients need statistics on how each advertising medium is performing in addition to how XACT’s agents are interacting with their customers. By using the Five9 Virtual Contact Center, XACT is able to service more than 1000 toll-free numbers for its more than 30,000 clients and provide detailed metrics on the performance of each toll-free number and agent associated with that campaign. XACT can generate reports detailing data such as average hold time and call duration, cost per call, agent productivity profiles, marketing statistics for each 800 number, as well as voice and data records of each customer interaction.

‘Another compelling feature of the Five9 Virtual Contact Center is the skills-based call routing capability that delivers higher customer satisfaction by connecting callers with the most appropriate agents to meet their needs, enabling us to serve more customers and grow our business,’ said Grossman. ‘And because Five9’s on-demand technology makes it possible to easily add additional agents in minutes as business needs grow, we have been able to quickly and efficiently expand our workforce to over 100 agents.


Em Foco – Empresa