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Five9.com Appoints New President

Hosted contact center solutions provider Five9, Inc., has announced the appointment of a new President and CEO in a bid to sustain the company’s success as it gains market share in the on-demand call center software market.

With more than eleven years of experience as a CEO, Mike Burkland has joined the Five9 team as President and Chief Executive Officer. Burkland served as CEO for several leading software companies prior to this appointment. Most recently, Burkland ran the Strategic Advisory Practice at ICN, a firm specializing in providing leadership and strategic advisory to high technology companies.

Holding an MBA and BA degree from the University of California at Berkeley, Burkland brings to the hosted contact center solutions provider a proven ability to drive growth and a strategic focus on operational excellence.

“After 3 years of growth enabling Five9 to be recognized by Inc 500 as the twelfth fastest-growing private software company in the nation, Five9 is an established leader in the hosted call center software market with tremendous potential,” commented Burkland in a statement to the press.

“This is a very exciting time for Five9 and I look forward to helping accelerate the growth of the business.”

Source:http://www.tmcnet.com/channels/hosted-contact-center/articles/19557-hosted-contact-center-solutions-provider-five9-appoints-new.htm

 As Brian Silvermann goes to Philippine company Callworkz: (source:Inquirer.net)

MANILA, Philippines — Callworkz, a newly established call center operator, is expanding its business in the country by hiring home-based agents.

Callworkz currently employs around 60 agents based in Metro Manila after partnering with Atlanta-based consulting firm Strategic Link Consulting.

Strategic Link Consulting, which invested in Callworkz, expects to hire at least 200 more agents before year-end to provide inbound and outbound services for US-based clients.

Brian Silverman, Callworkz’ chief executive, said his company’s goal is to generate 100,000 “direct and indirect” jobs in the country within three years.

Similar to the US and Canada, the company is positive that the home-based model would be successful in the Philippines. By applying the home-based model, Callworkz is looking to lower costs for its clients.

“What we require (from agents) are three important things — a good PC, a good headset and good connectivity,” said Junie Pama, chief operating officer for Callworkz.

Pama, however, admitted that all of the company’s home-based agents are located in Metro Manila due to bandwidth limitations.

According to him, Callworkz uses a variety of Web-based call center applications and agents are required to have a minimum of 2Mbps broadband connectivity, which is subsidized by the company.

“We are working with service providers to ensure that our agents get the most reliable connection in a given area,” Pama said. Aside from the required hardware and connectivity, agents are also required to undergo 80 to 100 hours of training.

Pama added the company will also set up call center facilities in provinces and hire premise-based agents