Call Center Software Featured Article

Five9 and In Genius Solutions Deliver Optimal Experience in Transitioning to Work At Home Strategy

September 02, 2008

Many individuals around the world would prefer to be able to work from a home-based office. While some companies have taken a progressive approach to telecommuting, others lack the infrastructure and culture to support such a move. In the case of call centers, the change to a home-based model is much more doable – if the company knows where to turn.
 
Five9 offers a call center portfolio that includes solutions that are quickstart, feature-rich and affordable. The company successfully supports distributed agents around the world and promises that within 72 hours, agents can be provisioned, trained and up and running. The company’s Virtual Call Center provides a common, unifying platform for agents regardless of geographic location.

While such an offering may sound great to the company looking to make a change, they could easily be stuck between point A and point B (News - Alert), not sure how to make the transition. In such a situation, the company can turn to In Genius Solutions (IGS). This Five9 partner works with customers to determine the feasibility and organizational readiness to implement a Work at Home strategy.

This study incorporates recruitment, training and coaching agents in a virtual setting. The resulting roadmap provides customers with a risk mitigation plan to create an “on-premise” and “work at home” network of employees that will improve employee satisfaction and provide the organization with a viable Business Continuation Plan.

Once IGS is able to help the organization to determine a viable plan, the organization can look to a solution such as that offered by Five9 as its system delivers results without capital costs, expensive infrastructure or leased phone lines. The company keeps the system running 24x7 at the highest level of reliability. Offered as an on-demand service, Five9 is able to deliver the flexibility and scalability that companies need.

IGS works with companies that are seeking to reduce operating expenses and increase employee satisfaction. Such companies include SMBs, division of larger enterprises, companies needing horizontal applications for help desk or other functions, and verticals needing inbound and outbound capabilities.
 
The company provides such deliverables as methodology for contact center discover; pilot project requirements and framework; success criteria and analysis; and a strategic roadmap and business case.

Both Five9 and IGS can deliver significant benefits to the customer. When a company turns to Five9, they experience an affordable, feature-rich solution; decreased telecommunications cost; increase efficiencies and agent productivity; the flexibility to grow and staff as needed; consistent quality in customer operations; outbound campaign effectiveness with predictive dialing; and measurable results and audit trails including DNC compliance.

When opting for consulting services from IGS, the organization is provided with the advantage of a specialized experience in consulting for deploying a work at home strategy. This strategy incorporates the people and processed required to deliver an effective work at home program. 

By taking such a proactive and managed approach to change, the organization is much more likely to make a smooth transition to a work at home strategy. In doing so, the company can quickly realize the inherent benefits.

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.

Edited by Stefania Viscusi

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