Virtual Call Center

Ifbyphone, Top VoIP Company 2008: FierceVoIP, Fierce 15

Mon, 03 Nov 2008 17:05:35 -0500

Ifbyphone

Where it's based: Skokie, Ill.
Where was it founded: 2005
Website: www.ifbyphone.com

Why it's Fierce: Ifbyphone is doing more than just running vanilla VoIP apps, building unique services that we expect to be copied in some form by others down the road. It is a company that understands marketing and business as much as the "Gee, this is cool" world of Voice 2.0.

Ifbyphone has built: A hack to link phone call data web-based ad info from Google Analytics to make it possible for marketers to gauge the effectiveness of lead-generation campaigns; a "smart" conference call API callable from a web page; a lead distributor tool for virtual call center use and... you get the picture. We're talking a tool kit of applications that continues to grow quarter by quarter and made affordable for small businesses.

In addition, the company has a large and diverse set of customers, ranging from popcorn companies using basic capabilities to an automated "12 Step" prayer reminder. CEO Irv Shapiro "gets it" when it comes to customer service.

CONTACT CENTER CORNER: Vonage Deploys Five9 Virtual Call Center

Doug Mohney — Wed, 21 May 2008 22:47:47 -0400

Vonage has deployed Five9's Virtual Call Center in several divisions to manage its marketing campaigns.

Vonage needed a quick, easy-to-use and manage call center system; Five9 provided implementation services and training to get departments operational in four days. Features swaying the decision to go with Five9 included predictive dialing and outbound solutions. Several campaigns already executed have produced winbacks and generated revenue; Five9 is also being used for customer satisfaction polling.

A virtual call center solution is something Vonage would appreciate since it gives the company the ability to quickly scale up and down resources for outbound calling, rather than having to purchase, implement and maintain a dedicated call center solution. Using Five9's hosted solution gives Vonage the option to quickly scale back if they need to do more belt tightening.

For more:
- Five9 touts Vonage as a customer

Related articles:
USCB Embraces Five9 Call Center Solution
Vonage lowers loss, will sell DSL via Covad

CONTACT CENTER CORNER: USCB Embraces Five9 Call Center Solution

Doug Mohney — Wed, 07 May 2008 22:24:16 -0400

USCB, a medical and financial receivables company, has implemented the Five9 Virtual Call Center to provide patient credit services for hospitals throughout California. In business since 1915, USBC handles patient billing, revenue recovery and customer service to some of the region's largest hospitals.

Five9 Virtual Call Center is being used to execute inbound and outbound campaigns as needed, including multiple campaigns in several departments. UCSB can broadest payment alerts and account status and analyzes call volume data to redirect agents to follow up on the most critical collections. A long-time Five9 customer, UCSB has fine tuned its use to design and execute campaigns at a moment's notice.

The on-demand Five9 Virtual Call Center provides companies with a comprehensive, feature-rich contact center as a hosted service, saving on hardware, software, and upfront capital expenditures. Any business with a PC and a broadband connection can access a suite of applications including ACD, predictive dialer, auto dialer, IVR, remote agent capability, skills-based routing, voice recording, quality monitoring, real time reporting, and chat. It also provides for easy setup and administration at single-site or distributed, multi-site centers.

For more:
- TMCNet's report on USCB's use of Five9 Virtual Call Center