As IT systems and services grow so does the need for an expanded IT Help Desk to support them. If you find you are outgrowing your present call support system one solution is a virtual call center software suite such as the one by Five9. It allows you to operate a best-in-class call center without the expense of in-house equipment.
USCB a medical and financial receivables company recently implemented Five9’s hosted virtual call center software. “Flexibility is key,” said IT Manager, Pedro Guijarro. “At any given time, we run multiple campaigns in several departments. Patients contact our call centers for account inquiries and invoice questions. We broadcast payment alerts and account status. Five9 is very effective and reliable for our operations. With management reporting tools, we measure our productivity each day. By analyzing call volume data, we re-direct agent queues to follow-up on the most critical collections. Delivering positive cash flow early in the account cycle impacts our clients’ bottom-lines.”
Some of the features of Five9’s hosted call center products include:
Automatic Call Distribution (ACD) & Skills-Based Routing – When a live agent is needed, routes the call to the right queue, gives it the right priority, and routes it to the next available agent who is most capable of handling the call.
Predictive Dialer – The Five9 Predictive Dialer allows your call center to comply with regulations while improving productivity. It dials your call lists across multiple campaigns, detects answering machines and busy signals, avoids “do-not-call” numbers, and automatically adjusts the dialing pace according to agent availability.
Interactive Voice Response (IVR) – Creates menus that walk callers through the choices that lead them to self service information or provides the system the information it needs to identify the best agent for each call.
Computer-Telephony Integration (CTI) – Improves productivity by giving agents relevant and timely customer information and use of their PC workstation to perform telephony actions.
Voice over Internet Protocol (VoIP) – Phone calls are transmitted over the Internet using Voice over IP technology. No phone lines are required for users and there are no long distance fees between users and the system.
At-Home Agents – Agents can log in from virtually any Internet connection. Five9 allows you to support a distributed workforce, flexible resource allocation, and new hiring models.
Quality Monitoring – Supervisors can help ensure a positive customer experience by monitoring agent activity such as conversations with callers and inter-agent instant messages.
Visit the Five9 web site for more information.