Client Success Story

 
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“C2B Suite provided essential services during the startup phase of our operation. Their work was of a consistent and high quality. We recommend C2B Suite for any high-tech startup who needs help with strategy, roadmap development and specifications.”

 

Edwin Margulies / COO

 

Hold-Free Networks (now part of Five9) was founded with the mission of helping enterprises address the demands of generally impatient consumers by offering Callback in the Cloud™ for voice, web, and mobile consumer touch points. Hold-Free’s management team had over 200 years of combined contact center experience and a strong heritage of delivering carrier-grade applications in the cloud.


Business Challenge
Despite strong initial growth, the leadership team at Hold-Free knew they needed to diversify revenue streams to mitigate the risk inherent in being a one-product company. The CEO and COO determined that product leadership and innovation that addressed the needs of social contact centers would ultimately be the solution to their risk.

The Solution
Hold-Free asked C2B Suite to serve as Product Owner, with the assignment of creating an entirely new opportunity for the company. The C2B team formulated and brought to market a best-in-class social engagement solution for customer care. Dubbed SoCoCare, the new product combined rich social feeds from blogs, articles and social network posts with the ability to reply and direct-message authors all on one, unified platform. The Mobile Customer Care module added real-time customer service technology to existing mobile applications with intelligent routing, mobile messaging, chat, sentiment feedback, and voice of the customer (VOC) features.

an image of a woman and three men with headsets on answering calls
 

Impact

  • Created a four-phase product roadmap

  • Designed and developed all user stories and wireframes

  • Met with and facilitated sessions with key customers

  • Led both field sales and channel sales for the initial MVP

  • Ultimately, the Minimum Viable Product (MVP) and new company launch led to a successful liquidity event with SoCoCare being acquired by Five9

 
 
 

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