Outbound Call Center Featured Article

Growth in Call Center on Demand Forces Five9 to Expand

By Susan J. Campbell
TMCnet Contributing Editor

The call center on demand space is experiencing a rise in demand – literally. According to a Mercury News report, call center on demand provider, Five9 (News - Alert), is set to nearly double its size in the East Bay and will move hundreds of workers to San Ramon’s Bishop Ranch business park.

Five9 has leased 50,000 square feet at the office complex in order to relocate its headquarters and other operations. The call center on demand provider currently occupies 28,000 square feet in Pleasanton.

The main purpose for the move – Five9 is growing too quickly for its current location. The company has 300 workers at its Pleasanton headquarters. According to Ken Osborn, Five9's vice president of marketing, this move is a result of the company’s growth.

This growth is not just in revenue, but also in employees and prospects. Osborn is excited about the opportunities in the call center on demand space.

Five9 generated $26 million in annual revenue in 2010, and estimates show the company should enjoy an increase in this figure by 70 percent. The resulting revenue for 2011 should land within the $44 million range. With the growth in cloud computing, Five9 is responding to the growing call for call center on demand solutions.

"We can accommodate call centers from three employees up to 1,000," Osborn told the Mercury News. "We are seeing customer growth across a number of industries. We provide inbound and outbound calling. Customers can scale their call centers depending on demand, people can work at home, they can outsource, they can insource. We provide a lot more business flexibility."

In other Five9 news, TMCnet reported recently that the company is now making an effort to act as a guide for those in the call center space still unsure about a cloud solution. To embrace the opportunity, the call center on demand provider has announced an information guide for cloud-based contact centers. The guide offers a number of resources from Five9 designed to help those in power make the necessary decisions properly supported by the facts.

In November, US Airways announced the addition of 400 new hires to its U.S.-based workforce. The company helped generate new energy in an economy where a consistently low unemployment rate continues to be a serious concern. The newly created positions will help the airline to handle all general reservations sales calls originating in the United States.