Inbound service
What happens when your customer calls: the menu, the queue, and the agent who finally answers.
Cloud contact center
Cloud contact center with Five9, operated by Lynxsource
Contact center technology only matters if your customer hangs up satisfied. We operate Five9 so your service runs on campaigns and flows designed around your operation, integrated with your systems, and adjusted according to what actually happens on the line.
We do not switch the platform on and leave. We design the operation, integrate your CRM, and refine over time what reality shows us. You get service that resolves, with one party responsible behind it.
- Operating since
- 2009
- Certification
- ISO 27001:2022
- Model
- MSSP
- Presence
- 5 countries
The definition
What is a managed contact center on Five9?
It means Lynxsource designs, integrates, and operates your cloud contact center’s inbound and outbound service, routing, and campaigns for you, instead of handing you a switched-on platform.
The platform does not decide whether your customer hangs up satisfied. More concrete things do: which agent each case reaches, what that agent sees when they answer, how an outbound campaign is organized so it does not call the same person three times, and what happens when the queue grows faster than expected.
A managed service changes what you are buying. Instead of the platform, you hire whoever translates your way of serving customers into flows and campaigns, connects it to the CRM so the agent has context, and keeps correcting it according to what the line shows. The account stays yours; what changes is who makes it work.
The scope
What do we operate in Five9?
Inbound and outbound service, routing and campaigns, integration with your CRM, and day-to-day operation with in-house support.
These are not four loose pieces: inbound and outbound are the same customer relationship seen in two directions. Whoever called yesterday and whoever will receive tomorrow’s campaign are usually the same person, and treating them as two separate operations is what produces the call that annoys instead of the one that resolves.
Outbound service
Outbound campaigns, organized so they do not repeat contacts or call at the wrong time.
Routing
Which case reaches which team and at what priority, according to what your operation treats as urgent.
CRM integration
The agent answers seeing who it is and what happened before, instead of opening by asking.
The decision
Why managed rather than running it in-house?
Because a contact center is not configured once: it is corrected every week according to what happens on the line, and that continuous correction is what almost never has an owner.
The rollout gets done and finishes. What does not finish is the rest: watching where people hang up, which menu option nobody picks, which queue saturates on Mondays, which campaign is burning through a contact base. With nobody watching that, the operation keeps day-one’s design while the business has already moved on.
As a managed service that correction has an owner and a calendar. We bring the judgment of having seen the same kind of operation across several companies, and the consistency to make the adjustments happen even when your team has another emergency. Your people serve customers; we make the platform keep up.
The operation
How do we run your contact center with Five9?
By designing the operation around you, integrating it with your systems, and refining it continuously with in-house support behind it.
The start is a customer-service project before it is a technology one: we map how you serve today, what repeats, what gets escalated and to whom, what your campaigns look like, and the flows, queues, and rules come out of that. Then it is connected to the CRM, which is what turns a call into a conversation with context.
After that it is continuous. We review what is actually happening on the line and adjust: a queue that saturates, a script that does not work, a campaign that needs spacing out. And when something stops working our own team answers, with our people in five countries, not a generic queue.
The coverage
Which countries does Lynxsource operate in?
With in-house teams in Ecuador, Colombia, and Bolivia, and also in the United States and Canada.
In-house means the analysts, the automation, and the operations center belong to Lynxsource. In a reseller model your provider opens a ticket with another provider and passes the answer along when it arrives; here whoever answers is whoever decides.
The service is the same in all five countries, with the same SOC behind it and the same triage and response figures. What changes is who you have nearby, not the quality of the monitoring.
Questions about this service
Frequently asked questions
Does it work for inbound and outbound?
For both, and they are best operated together: whoever called yesterday and whoever receives tomorrow’s campaign are usually the same person, and handling them separately is what produces the ill-timed call.
Does it integrate with my CRM?
Yes. That is what changes the conversation: the agent answers seeing who is calling and what happened before, instead of asking for details your company already holds.
Can I scale up in peak season?
Yes. Capacity is elastic, so it expands for the season and returns to its usual size afterwards, without buying equipment up front.
Does it handle several channels?
Yes. Voice is usually the starting point, and text channels are added on the same operation, so a case does not change its story depending on how it came in.
Who operates the campaigns and flows?
Our team, with our own people in five countries. We design with you and we operate, so an adjustment does not depend on opening a ticket with a third party.
Where does the data live?
The region the service is deployed in is chosen at the start and documented. If your operation requires a specific region, it is defined before anything moves.
The result
What changes when your contact center is properly operated?
Things change that your customer feels and your team appreciates: less waiting, more context, and an operation that adjusts to reality.
Service that resolves
Less waiting, a better first response.
Integrated with your systems
Your team answers with context.
One party responsible
Design, operation, and support, from Lynxsource.
Let us look at your case before moving anything.
We review how you serve customers today, where the conversation gets lost, and what it would take to move it to the cloud. Free and with no commitment.
Request a free assessment
We respond within one business day. Ecuador, Colombia, Bolivia, the United States, and Canada.