Five9
Five9
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.
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.
Custom Business Rules
Configure active blending for your particular business rules to schedule and add outbound follow up calls on any interaction to the queue.