Contact Center Solutions Featured Article

October 25, 2007

Five9 Partners with NetSuite's SuiteFlex Developer Program to Advance Virtual Call Center Offerings

By Susan J. Campbell

TMCnet Contributing Editor

Five9, a provider of on-demand call center solutions, has announced that it has become a partner of NetSuite’s (News - Alert) SuiteFlex Developer Program. With its innovative Five9 Virtual Call Center, Five9 has extended NetSuite’s One System Architecture with new capabilities to meet the needs of call centers for small and medium-sized businesses.

The SuiteFlex Development platform is designed to allow third-party applications to integrate rich transaction data, including inventory, invoices and shipments with their applications. This enables customers and third-party developers to build new workflows and applications that can look and operate as if NetSuite’s own developers wrote them.

"By leveraging the SuiteFlex platform to integrate their on-demand call center solution with NetSuite CRM," said Mini Peiris, VP of Product Management at NetSuite, in a Thursday statement. "Five9 enables our CRM clients to effectively track customer calls and activities across sales, service, and support operations."

NetSuite holds the critical business data of a company, such as orders, Web site transactions, shipping records, time tracking and payroll data. As a result, the applications that are built on it using SiteFlex provide key tools for managing the company’s business.

For instance, with Five9, when call center agents receive calls, the appropriate customer information is automatically displayed in the NetSuite application, increasing agent productivity and improving the experience for the customer. In addition, agents and sales reps can “click to call” from a NetSuite contact, saving time and eliminating dialing errors.

"Five9 and NetSuite are leading vendors of on-demand software, and our participation in the SuiteFlex Developer Program allows us to bring even greater value to our mutual customers," said Jim Dvorkin, Five9 CTO, in Thursday’s statement.

"By linking a comprehensive view of the customer with operational activities within the call center, companies can achieve greater customer satisfaction and agent productivity than ever before."

The on-demand Five9 Virtual Call Center is designed to enable companies of any size to build a comprehensive, feature-rich contact center – anywhere in the world, without hardware, software or upfront capital expenditures.

Beyond the cost savings, Five9’s on-demand service also 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.

One of the best advantages now available to organizations seeking to establish call center operations is the availability of the virtual call center. With this technology, these organizations do not need to establish a traditional physical call center, saving time and money.

For those companies that have already ventured into the call center arena and are looking to expand their operations, an on-demand, virtual solution allows them to look beyond their geographical borders and hire qualified individuals no matter where they are located.

Five9’s partnership with NetSuite will only advance the company’s efforts to offer its clients all the applications and functionality they need to better serve their customers.

Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.

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