Contact Center Solutions Featured Article

Hosted contact center solutions provider Five9 Inc. is reportedly sponsoring a recently released report from market research company Aberdeen titled "Contact Center on Demand: Right Price - Right Results."


The benchmark report details the “essential ingredients” needed to deploy a successful on-demand call center. More specifically, it discusses how Best-in-Class call centers are using hosted solutions to reduce up-front technology costs. By utilizing hosted models such as the Five9 Virtual Call Center, 65 percent of the respondents said they have benefited from the hosted model in terms of both licensing and increased functionality.

Key performance indicators which Aberdeen uses as criteria to distinguish Best-in-Class companies include:

--Customer satisfaction - 58% see improvement

--Cost per contact - 58% see improvement

--Contact center uptime - 30% see improvement

"Our research has shown time and time again that on average laggard companies don't measure KPIs about 80-90% of the time,” said Alan Hubbard, SVP Customer Management Technologies Group at Aberdeen, in a press release.

"If a company doesn't measure its performance it has no idea what technologies are most needed and when they are needed,” he said. “At the very least, its business operations run inefficiently, clearly not an indicator of Best-in-Class business."

The report from Aberdeen finds that 58% of BIC firms plan to use predictive dialing in the next two years, an increase from the 29% using predictive dialing today. In addition, 79% of respondents said they view optimizing their service delivery models as a way to reduce up-front technology costs; and 65% of respondents said they were aware of the benefits from of on-demand licensing and increased functionality.

"Five9 is excited to support Aberdeen's leading market research as it benefits so many decision makers in the call center industry," said Brian Silverman, CEO if Five9. "This was a great opportunity for Five9 to be involved in a project that educates call centers and enterprises around the world on industry trends and the trials and successes of their colleagues and competitors."

To download a free copy of the report, visit http://www.aberdeen.com/link/sponsor.asp?spid=30410894&cid=4186.

Aberdeen, a Harte-Hanks Company, claims to have benchmarked more than 30,000 companies in the past two years, The firm’s research is used by the leading technology companies to drive key business decisions.

For more information, visit Aberdeen www.aberdeen.com.

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Patrick Barnard is Associate Editor for Customer Interaction Solutions magazine and Assignment Editor for ContactCenterSolutions. To see more of his articles, please visit Patrick Barnard’s columnist page.