Call Center Solutions Featured Article

Expert Planet Adopts Five9 As Customer Requirements Evolve

When ExpertPlanet’s operations outgrew its own on-premise infrastructure, the company’s vice president for technology, Greg Levow, was forced to look for a flexible solution in the cloud. The blue print he had in mind was that of powerful application programming interfaces (APIs) which could be used to configure contact center programs and real time links with customer data.

Levow’s team contacted Five9 (News - Alert), a virtual call center software products provider, to come to their rescue. Five9 was charged to build a system that meets the above specifications while retaining compatibility with Salesforce to cater for unified customer data in addition to reporting, workforce management and statistical analysis applications.

Defending its claims, Levow said,”Five9 offered a robust pre-packaged integration to Salesforce and Web services APIs that enabled us to more rapidly respond to evolving customer requirements than we would be able to achieve through custom coding.” He also acknowledged that “the drag-n-drop nature of these tools resulted in significant cost savings and less of a demand on our technology team.”

The insistence on compatibility has enabled ExpertPlanet to increase its agent efficiency expansion programs to interact with more customers and added seller survey offerings. The cloud-based solution from five9 has given the company what it needed most; the ability to expand on-demand, source agents from a variety of locations while increasing productivity through integration with its business applications.

The CEO, Five9, is quite aware of this, saying, “Our robust integrations to cloud-based CRM solutions and our open APIs give companies a customer service advantage by unifying contact center software and mission-critical business applications in the cloud.” He points out that ExpertPlanet is a great example of “how a company can improve business agility, agent productivity and data quality across technology solutions without having to invest in custom integration points.”

Thanks to the brilliant ideas put forth by Levow’s team and the innovative minds of Five9’s developers, ExpertPlanet has realized a growth in its agent community to over 1,000 individuals in a record time frame of four years, an improvement that will live to strengthen Mike Burkland’s, (CEO five9) comments on the innovation.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

Edited by Allison Boccamazzo