Five9

Five9 delivers the most trusted and reliable cloud contact center proven to unlock customer intelligence and insights that empower agents and organizations to deliver extraordinary customer experiences. Five9 - Contact Center as a Service - CCaaS.Five9 is the leading provider of cloud contact center software. We are driven by a passion to transform contact centers into customer engagement centers of excellence, coupled with a deep understanding of the cost and complexity involved in running a contact center.

Five9 The Intelligent Cloud Contact Center

A Five9 Contact Center eliminates the hassle and expense of traditional on-premise contact centers. Five9 is completely cloud-based contact center service, agents can log in from anywhere — they just need a computer, a headset, and a high-speed Internet connection.

Communicate with your customers through the channel they prefer. Whether it’s phone, web, chat, email, video, or social media, Five9 has you covered. Five9 omnichannel applications deliver better customer engagements and faster response times by empowering agents to handle inbound and outbound contacts from multiple channels all from a single, intuitive agent desktop.

Five9 Omnichannel Routing ensures that every interaction is delivered to the right resource at the right time, every time.

Five9 provides everything you need to run an effective inbound, outbound, or blended contact center, including management applications such as real-time and historical reporting, recording, CRM integrations, and more.

Inbound

Provide great customer service with intelligent routing, voice-enabled self-service, and CRM integration.

Outbound

Accelerate sales, improve customer contact rates, and boost upsell, cross sell and issue resolution with more live conversations by leveraging Five9 options for automatic dialing modes.

Blended

Five9 eliminates the technology gap between handling inbound customer contacts and outbound dialing, bringing the two together as a unified system.

Omnichannel

Five9 Omnichannel enables agents to move seamlessly between web, video, live chat, email, social media, and voice calls all while maintaining the customer journey context — giving your customers a better experience.

Workforce Optimization

Five9 workforce Optimization (WFO), powered by industry-leading vendors integrates WFO directly into the Five9 service. This powerful all in one solution provides you with the tools you need for Workforce Management (WFM), Quality Management (QM), Performance Management, and Gamification to keep your agents engaged and your contact center running efficiently.

Reporting and Analytics

Get a complete picture of your contact center with the help of more than 120 standard reports, including both real-time and historical reporting options. Use real-time performance metrics to monitor the contact center, manage agents and queues, and respond quickly to changing conditions.

Integration

Powerful integration tools from Five9 help you get the most from all of your applications and systems. Five9 allows you to leverage your existing systems using cloud APIs, web connectors and pre-built CRM connectors. You've made an investment in these applications — we help you protect it.

How It Works

Learn about the Five9 Intelligent Cloud Contact Center — what it is, how it works, why it's great, and how you can get started using it in a matter of weeks.

How It Works

Let your agents work in the environment they are most comfortable with, their workstation desktop or your CRM system, to maximize productivity and deliver exceptional experiences for your customers.

Agent Desktop Plus brings every contact channel into one easy-to-use desktop interface that allows agents to efficiently handle them. Our universal transaction model adjusts to the needs of the interaction, whether it’s phone, chat, email, or social media. Agent Desktop Plus is functionally robust, yet still feels familiar to the agent, making training a breeze.

Agent CRM Adapters embed omnichannel interaction handling functionality directly in your CRM system. Agents can handle customer interaction without the need to switch between applications, and they have ready access to the wealth of CRM customer information available.

Features include:

Unified omnichannel history
Visual cues to guide agent actions
Simple visual format
Improved workflow and productivity
Reduced training and onboarding costs

Five9 Call Center Features

Outbound

Predictive/Progressive/Power/ Preview/Manual Dialing
Campaign and List Management
Local Number Options
Do Not Call
Compliance
Web Callback

Inbound

ACD
Campaign and List Management
Speech-enabled IVR
Visual IVR
CTI Screen Pop

Common Platform

Agent Scripting
Voicemail
Call Conferencing
Toll-Free Numbers

Administrative

Call Recording
Historical Reporting
Real-Time Reporting
Cloud APIs checkmark Data Import

Five9 Solutions: One Platform, Infinite Possibilities

Five9 Contact Center Solutions Are Designed for You

Five9 has the technology, industry, and contact center experience to help you succeed. Whether you choose Five9 inbound, outbound, or our blended solution, you are equipped with a system designed to support all types of business and industry applications.

Whatever your role in the organization — whether you are an agent, customer service executive, sales manager, contact center manager, or IT/technical manager — Five9 will help you achieve your goals.

In Gartner’s analysis of Contact Center as a Service (CCaS) providers, Five9 has been positioned as a leader and rated highest in ability to execute. With our cutting-edge technology and years of contact center industry experience, Five9 has the tools and expertise to help you succeed.

Sales & Telemarketing

Triple your productivity, increase lead conversion rates, and exceed your inside sales quota with the best-in-class Five9 Virtual Contact Center.

Customer Service

Transform your customer service to proactively deliver powerful customer connections with our unique blended inbound and outbound solution.

Enterprise

Benefit from a flexible, end-to-end system for large enterprise contact centers and receive sophisticated, in-depth functionality that’s easy to use.

Collections

Reach more debtors faster with Five9. Increase debt recovery rates, lower costs, and improve your agent productivity.

Outsourcers

Make huge productivity gains by providing your clients with the ability to scale quickly and deliver real-time visibiility into business outcomes.

Small & Medium Business

Enjoy all of the functionality of expensive on-premise contact center solutions with none of the hassle, hardware, and upfront costs.

Introducing Agent Desktop Plus

We reenvisioned the omnichannel agent desktop to bring you our newest release — Agent Desktop Plus.

Agent Desktop Plus brings all of the channels together into one easy-to-use desktop interface that allows agents to quickly switch between them. Our universal transaction model adjusts to the needs of the interaction, whether it’s phone, chat, email, or social media. Agent Desktop Plus is functionally robust, yet still feels familiar to the agent, making training a breeze.

Features include:

Unified omnichannel history
Visual cues to guide agent actions
Simple visual format
Improved workflow and productivity
Reduced training and onboarding costs

Inbound Call Center: Deliver Great Customer Service

Deliver Great Personalized Experiences

Deliver exceptional customer service by using the omnichannel routing capability of Five9 Inbound Cloud Call Center software by connecting a customer to the best agent every time. With Five9 Engagement Workflow route contacts to the right agents and automatically deliver customer information to them before they engage, to provide personalized service. Customers serve themselves through speech-enabled IVR and visual IVR on mobile devices, freeing agents to focus their attention on high-value interactions. Five9 “screen pops” give agents the information they need to personalize the customer’s experience, potentially turning routine service calls into revenue-generating opportunities.

Omnichannel Routing

Route customers to the best agents to handle them according to your own business rules.

Intelligent IVR

Let your customers serve themselves over the phone with speech-enabled IVR or on a mobile device with visual IVR.

Screen Pop

Automatically display customer information to agents so they can help customers more effectively and deliver personalized experiences.

Inbound Call Center Software Features

ACD with Call Distribution Algorithms

Skills-Based Routing

Priority Routing

Time-of-Day Routing

Voicemail Routing

Web & Queue

Incoming Call Whisper

Toll-Free Numbers

IVR with Intuitive Script Designer

IVR Scheduling

Professional Prompts for Self-Service

Text-to-Speech & Speech Recognition

In-Queue & Estimated Wait Time

CTI Screen Pop

Post-Call Surveys

CRM Integrations

Agent Desktop

Contact Database

Softphone

Call Recording

At-Home Agent Capabilities

Easy-to-Use Administration Tools

Real-Time, Historical, & Custom Reports

Drag & Drop Script Design

Agent Scripting

Five9 Outbound: Effectively Leverage Your Contact Center Resources

Turn your Contact Center into a Money Maker

Outbound call centers are designed to reach out to customers or prospects to provide information on a new product or service, follow up on recent purchase, or remind your customers of an upcoming appointment. With an outbound contact center, it is vitally important that agents are not spending time dialing the phone only to get an unanswered call, a hang up or voicemail. This decreases productivity and increases costs.

Five9 automated dialing solutions offer you a range of customizable dialing modes to align with your outbound contact center needs. Advanced dialer algorithms predict when an agent will become available and adjust call rates to ensure a new call is waiting for them. Agents don’t waste time dialing and waiting. The dialers automatically screen out unanswered calls, hang-ups, and leave voicemails. Agents spend more time interacting with customers and prospects – increasing productivity and revenue.

Five9 offers inbound, outbound and blended contact center offerings, enabling your company to choose the right solution to meet your business requirements.

Predictive Dialer

The Five9 Predictive Dialer calculates the number of calls to dial based on connect rates, real-time data, and historical agent statistics.

Power Dialer

The Five9 Power Dialer continuously dials at a fixed number of calls per available agent, but only as agents are ready to take calls.

Progressive Dialer

The Five9 Progressive Dialer provides a variable calls-to-agent ratio that determines how many calls the system needs to place as agents become available.

Preview Dialer

Preview dialing mode allows organizations determine the order of the calls for agents to work on. Agents can then review customer contact records prior to the preview dialer placing the call.

TCPA Compliance

Safeguards prevent any automated dialing not in compliance with Telephone Consumer Protection Act (TCPA) regulations.

With Five9, we have literally been doubling our year-over-year growth.
Teddy Liaw
CEO, NexRep

Outbound Contact Center Software Features

Automated Dialer Technologies: Predictive Dialer, Power Dialer, Progressive Dialer, Preview Dialer

Campaign & List Management

CTI Screen Pop

CRM Integrations: Salesforce, ServiceNow, Microsoft, Oracle, NetSuite, Zendesk

Web Callback

Agent Scripting

Real-Time DNC List Management

FTP Data Import

Outbound Call Priority

Disposition Timers & Redials

Answering Machine Detection

Automatic Voicemail Laydown

Timezone Rules Dialing

Vertical Dialing Mode

List Penetration Dialing Mode

Local Caller ID

Quality Monitoring

Voice Recording

Standard & Custom Reports

Remote Agents

Blended Contact Center: Maximize Agent Productivity

Improve Customer Satisfaction

The Five9 Blended Contact Center allows agents to move easily between both inbound queues and outbound calling lists. Unlike most vendors, Five9 has developed both inbound and outbound platforms in-house. As a result, the Five9 Blended Contact Center eliminates the technology gap between inbound ACD functionality, outbound dialers, and CTI and CRM integrations. What this means for your agents is they do not have to log in and out of dedicated inbound and outbound call queues. With Five9, everything is unified, inbound and outbound calls are blended and delivered straight to the agent’s desktop.

The Five9 Blended Contact Center with Active Blending automatically assigns inbound calls to agents who are working on outbound campaigns when inbound traffic volume peaks. During times when inbound traffic is low agents can use that time to work on automated outbound calls.

Your agents are your most valuable resource. With the Five9 Blended Contact Center, you can fully engage them with your customers. The result is customer service and inside sales organizations that respond proactively to customers, improving customer satisfaction scores while also improving the productivity of the organization as a whole.

Active Blending

Increase the number of productive contacts per hour by automatically adjusting your outbound calling operations based on inbound call volume.

Single Interface

Take advantage of a single interface for your blended contact center. Eliminate time wasted toggling back and forth between outbound and inbound queues.