?New York Daily News? Taps Five9 for Classified Ad Call Center

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By: E&P Staff

The New York Daily News is using on-demand call center software from Five9 to increase advertising renewal rates, the newspaper and Pleasanton, Calif.-based Five9 said Monday.

The Daily News uses the Five9 Virtual Call Center for its classified ad sales agents, who call advertisers as their ads approach expiration.

“Our classifieds agents were dialing manually before, and tracking renewals to properly credit our agents was next to impossible,” Chris Thompson, director of Advertising Administration and Financial Operations for the Daily News said in a statement. “With Five9, we have full tracking and management capabilities on all agent activity and all orders. We can now better manage our entire staff and properly credit each agent for the accounts they’ve earned, reducing agent churn. Our advertisers are also happier because we are better able to manage outbound renewal calls.”

The Daily News call center solution is delivered entirely from the cloud, said Five9’s CTO, Jim Dvorkin. “By deploying cloud-based call center software, New York Daily News was able to improve productivity without the long implementation cycles and up-front capital investment associated with deploying traditional premise-based call center equipment,” he said.

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