California-based Five9 has released the latest version of its flagship on-demand Five9 Virtual Call Center Suite. And in this version the company has added Auto Dialer to its suite. Auto Dialer lets companies quickly create outbound campaigns that deliver automated voice messages.
The argument for this is that as more centers are looking to reduce fixed costs and maximize the utilization of existing facilities and resources, auto-dialing (aka voice message broadcasting) lets them triple their rate of customer contact without hiring more people. Along with the Auto Dialer, the new release also includes new web-based integration APIs that let Five9 customers put lead forms on their website, and immediately call back users who submit the lead form.
The Five9 Virtual Call Center is a suite that allows for easy set-up and administration of at-home agent workforces as well as single-site or distributed, multi-site centers to act as one, regardless of geographic location.
Five9 says that a selling point of its toolsuite is that it was built to eliminate third-party license fees and ensure costs are kept low: any business with just a PC and a broadband connection can afford a comprehensive suite of applications including: automatic call distribution, predictive dialing, auto dialing, IVR, CTI, remote agent capabilities, skills-based routing, voice recording, quality monitoring, real-time reporting, chat, and centralized management.