How GolfNow Uses Five9 to Reduce Support Costs and Optimize Scheduling

Presented by

Richard Dumas, Director of Product and Solution Marketing, Five9, Michael Barnes, Director, GolfNow

About this talk

Join GolfNow, Golf Channel's online tee time booking service, to hear best practices on deploying a contact center solution and effectively integrating it with Salesforce CRM. GolfNow engages golfers over the phone, with desktop and mobile web and applications. GolfNow’s contact centers support a team of customer service agents, distributed across multiple cities who support more than 6,000 quality courses. Find out how GolfNow has been able to: - Reduce Support Costs and Optimize Scheduling - Handle in-bound service and support calls over the phone - Tightly integrate management and reporting with Salesforce - Use skill-based routing to efficiently direct inbound service and support calls to different agent groups - Improve communications between multiple call center locations - Improve quality through call recordings - Improve customer satisfaction with queue callbacks and voicemail routing

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Unified communications simplifies and integrates all forms of communications within the enterprise. By ‘unifying’ phone, e-mail, chat, voice mail, fax and other key processes related to internal and external communication, you can automate all forms of human and device communications into a common user experience. As a result, organizations will optimize business processes, enhance human communications, reduce latency and manage flows while eliminating device and media dependencies.