Five9

by Five9

Cloud based call & contact center software

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Contact Center Software

Engage customers on the channel of their choice, streamline operations, and use the power of collaborative intelligence, AI, automation, and cloud to increase business agility.

  • Channel selection - Digital engagement solutions allow your customers to choose how they communicate with you, whether it’s via voice, email, chat, SMS, or social messaging. Their past interactions follow them no matter which channel they use to contact them.
  • Staff optimization - Implementing the right Workforce Optimization (WFO) solution can help your contact center increase ROI and save money, increase agent productivity, improve first contact resolution, and increase conversion rates.
  • Practical AI - Reduce costs while increasing productivity with practical AI applications. Empower customers with self-service options with Five9’s intelligent virtual agent and deliver real-time coaching with Agent Assist to achieve immediate results.
  • Collaborative intelligence - Combine the human element of agent service with AI and automation to unleash the potential of your contact center workforce. Help agents be more productive and give customers more choices.

Inbound Contact Centers

Deliver exceptional customer service using Five9 Inbound Cloud Contact Center software’s omnichannel routing feature to connect your customers with the best agent. With Five9 Engagement Workflow, route contacts to the right agents and automatically provide them with customer information before they engage to deliver personalized service. Customers self-serve with voice IVR and visual IVR on mobile devices, allowing agents to focus on high-value interactions. Five9 "card lifts" give agents the information they need to personalize the customer experience, potentially turning routine service calls into revenue-generating opportunities.

  • Uploading files - Automatically display customer information to agents so they can help customers more effectively and deliver personalized experiences.
  • Smart IVR - Let your customers self-serve over the phone with a voice IVR or on a mobile device with a visual IVR.
  • Omnichannel routing - Route customers to the best agents to manage them according to your own business rules.

Outbound Contact Centers

Communicating with customers proactively is the hallmark of a great customer experience. Yet many organizations attempt to use disconnected systems, requiring agents to disconnect inbound work and connect to complete outbound work. Five9 offers inbound, outbound, and blended contact center offerings that make it natural and easy to communicate with customers reactively or proactively.

  • Reputation Management Number - Protect the reputation of your phone numbers and caller ID by establishing your verified identity status and registering your phone numbers with Five9, resulting in an immediate ROI through the removal of invalid Fraud/SCAM and SPAM labels.
  • Certified Caller (STIR/SHAKEN) - The certified caller digitally validates the transfer of telephone calls through the complex network of networks, allowing the consumer's telephone company to verify that the call is actually coming from the number displayed on the caller ID.
  • TCPA Manual Touch Mode - TCPA Manual Touch Mode improves preview dialing by removing automatic dialing without agent involvement.
  • Composition with preview - Dial-with-preview mode is typically used in contact centers where agents need to familiarize themselves with the context of the customer relationship or last contact just before calling.
  • Progressive composer - Contact centers that prefer to avoid lost outbound calls typically use progressive dialing, which automatically dials one customer for each available agent.
  • Power Composer - If you have a small number of sales representatives and a large number of prospects to contact quickly, the Five9 Power Dialer is perfect for your business.
  • Predictive Dialer - Five9 Predictive Dialer automates outbound dialing and increases the time your agents spend talking to real prospects and customers instead of dialing numbers.

Blended Solutions for Contact Centers

The Five9 Blended Contact Center allows agents to seamlessly move between inbound queues and outbound call 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 capabilities, outbound dialers, and CTI and CRM integrations. For your agents, this means they don’t have to log in and out of dedicated inbound and outbound call queues. With Five9, everything is unified, with inbound and outbound calls combined and delivered directly to the agent’s computer.

  • Custom Business Rules - Configure Active Mix for your specific business rules to schedule and queue outbound follow-up calls for any interaction.
  • Single interface - Leverage a single interface for your blended contact center. Eliminate wasted time switching between outbound and inbound queues.
  • Active Mixing - Increase the number of productive contacts per hour by automatically adjusting your outbound calls based on inbound call volume.