Five9 Communications

By Jim Louderback  |  Posted 2004-04-14 Print this article Print

Five9 Communications Continuing the theme of software as a service, this new company applies VOIP (voice over IP) to virtualizing call centers. As regular readers know, Im a big fan of the transformational effects of SIP-based VOIP technology. Its changing the telecommunications industry dramatically, using inexpensive boxes and edge-based call routers.
But in addition to enabling Vonage and AT&T Advantage style services, its also providing big benefits to call centers.
Historically, inbound and outbound call centers relied on expensive solutions that integrated computers with PBXs and telephony switches. But with VOIP and SIP, all you need to do is add a little bit of smarts to a dumb box, stick it on the Internet, and now you can virtualize the call center for much, much less. Five9 Communications provides a hosted app that provides very sophisticated call center capabilities to small and midsized businesses. Setup is pretty easy. Simply put a small black gateway SIP box at each desk—and plug into the companys service. Because VOIP and SIP work over the Internet, your work force can be anywhere—at home, in another country or in a central office. The Five9 Virtual Contact Center provides automatic call distribution among those connected boxes, along with predictive dialing, interactive voice response, call routing based on operator skills, and centralized billing and management. Five9 levels the playing field, according to Kertzmann. "Small to midsized companies can now afford the functionality and capability that was only available to large companies" in the past, he said. It sounds like a decent solution for companies trying to compete with the big boys, whether youre an e-commerce play going up against Amazon or a software company providing product support. For more information head to Next page: Three more to explore.

With more than 20 years experience in consulting, technology, computers and media, Jim Louderback has pioneered many significant new innovations.

While building computer systems for Fortune 100 companies in the '80s, Jim developed innovative client-server computing models, implementing some of the first successful LAN-based client-server systems. He also created a highly successful iterative development methodology uniquely suited to this new systems architecture.

As Lab Director at PC Week, Jim developed and refined the product review as an essential news story. He expanded the lab to California, and created significant competitive advantage for the leading IT weekly.

When he became editor-in-chief of Windows Sources in 1995, he inherited a magazine teetering on the brink of failure. In six short months, he turned the publication into a money-maker, by refocusing it entirely on the new Windows 95. Newsstand sales tripled, and his magazine won industry awards for excellence of design and content.

In 1997, Jim launched TechTV's content, creating and nurturing a highly successful mix of help, product information, news and entertainment. He appeared in numerous segments on the network, and hosted the enormously popular Fresh Gear show for three years.

In 1999, he developed the 'Best of CES' awards program in partnership with CEA, the parent company of the CES trade show. This innovative program, where new products were judged directly on the trade show floor, was a resounding success, and continues today.

In 2000, Jim began developing, a daily, live, 8 hour TechTV news program called TechLive. Called 'the CNBC of Technology,' TechLive delivered a daily day-long dose of market news, product information, technology reporting and CEO interviews. After its highly successful launch in April of 2001, Jim managed the entire organization, along with setting editorial direction for the balance of TechTV.

In the summer or 2002, Jim joined Ziff Davis Media to be Editor-In-Chief and Vice President of Media Properties, including, Microsoft Watch, and the websites for PC Magazine, eWeek and ZDM's gaming publications.


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