Customer Interaction Solutions magazine, an industry publication focused on the call/contact center, CRM, and teleservices industries, awarded Five9, a hosted contact center provider, a 2011 CRM Excellence Award for their Virtual Call Center Release 8.

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The Pride and Joy of Five9

Ken Osborn, Five9’s Vice President of Marketing, proudly commented on the award:

“We are proud of our cloud-based call center software, designed to deliver a better customer experience, a critical requirement for all call centers today. Our laser focus on this technology, and agent productivity, creates the operational and financial flexibility that call centers demand. The industry recognition from TMC, and our customer success that facilitated this recognition, are highly appreciated and motivating.”

Five9’s call center product is notable for offering inbound call center services, outbound call center services, as well as a blended offering that combines the features from both to synthesize a complete call center solution in a cloud based format. The product also includes workforce management software to help call centers manage their agents.

Rich Tehrani, the CEO of TMC (CIS magazine’s publisher), commented:

“The Twelfth Annual CRM Excellence Awards has recognized Five9 for being a true CRM partner to its customers and clients…Five9 has demonstrated to the editors of Customer Interaction Solutions that the Five9 Virtual Call Center has improved the processes of their clients’ businesses by streamlining and facilitating the flow of information.”

Tehrani’s focus on Five9’s improvement of information flow and business processes is unsurprising in light of the recent news of Five9’s partnership with NICE Systems. NICE Systems, a provider of analytics/business process optimization software and a fellow recipient of a 2011 CRM Excellence Award, has partnered with Five9 to provide its analytics suite with Five9’s software.

Finding the Jewels

The CRM Excellence Awards focuses on companies that demonstrate exceptional partnership with customers and clients. Tehrani explained the selection goals for the awards:

“The companies selected have demonstrated that their products and services have substantially improved the processes of their clients’ businesses by streamlining and facilitating the flow of information needed for companies to retain their most precious assets, their customers”

Over 30 companies received the CRM Excellence award. A quick look at the complete list shows the diversity of services and software available in the CRM segment today. As CRM companies continue to innovate, their software will provide increasingly greater functionalities and better business results.

Is your call center equipped with the most effective tools to maximize performance?