Internet Brands Selects Five9 to Drive Customer Service

Internet Brands has selected the Five9 Virtual Call Center Suite for their Automotive Customer Care Department, which handles all aspects of customer care for its automotive Web sites, such as www.CarsDirect.com www.Autos.com, www.GreenHybrid.com andwww.NewCarTestDrive.com.

Until recently, the Automotive Customer Care Department, based in El Segundo, Calif., performed manual telephone dialing for lead verification using legacy premise-based telephony technology. The need to scale to support increasing call volume and to unify inbound and outbound calling campaigns within Customer Care drove Internet Brands to select Five9.

“The system has enabled us to serve customers from multiple locations and the enhanced reporting has helped us to manage our productivity more accurately,” said Lisa Morita, chief operating officer of Internet Brands. “Also, the transition process to the new solution was seamless and the Five9 strategic client management was outstanding.”

Mike Burkland, CEO of Five9 said, “We are pleased to help Internet Brands expand their customer care operations after successfully completing a rigorous selection process that weighed features, price and vendor track-record. We’re excited about providing the on-demand call center solution for these premier automotive-related Internet properties.”

Five9’s robust Web-based reporting application allows Internet Brands to generate customized reports to improve productivity. Additionally, Internet Brands makes extensive use of built-in agent scripting on the Five9 system to tailor the conversation with each customer, reinforcing branding and increasing sales production. And Five9’s interactive voice response applications simplify the challenge of handling inbound calls generated by the various Internet properties in Internet Brands’ automotive network.