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Multichannel Contact Center Software

We can supply the phone lines, software-based phones, reporting and recording capabilities, and software for the agent, supervisor, and administrator.

We also provide multichannel routing, which enables you to engage with your customers over the phone or through chat, email, or social media. In addition we provide IVR, screen pop/CTI, and automated outbound dialers. With Five9, you can blend your operations—automatically switch agents between taking inbound calls and making outbound calls. We can even supply new 800 numbers and local caller ID numbers for outbound calling.

We also offers options such as integration with your CRM, including customs CRMs. We provide pre-built integrations to most CRM solutions and APIs that allow you to integrate to legacy systems.

Multichannel Contact Center

Social

Enable agents to respond quickly to questions and problems posted on social channels.

Mobile

Provide mobile customer service, and free customers from complex IVR voice prompts and surveys.

Chat

Drive sales and reduce support costs with live consumer-to-agent chat from mobile or web devices.

Email

Bring order to your customer email chaos. Filter and intelligently route and track requests.

Self-Sufficiency for Business Users

In the past, sophisticated multichannel interaction routing required a technical team to implement and make changes. Our innovative approach has changed the game, allowing non-technical users to set up sophisticated routing strategies and make changes quickly.

Change Routing Strategies Instantly

Create virtually any routing scenario in a few minutes with easy-to-use drag and drop icons. The intuitive administrator interface makes setup effortless, even for complex routing strategies and IVR scripts. With our Cloud ACD, on-the-fly changes can be immediately deployed into your operations.

Create Powerful Experiences

When the screen pop software queries your customer database, locates a match, and instantaneously populates that data on the agent’s screen with the inbound call, the customer’s needs are addressed quickly. This creates a powerful experience that makes customers more receptive to personalized offers, increasing the potential to turn the customer service call into a revenue-generating call, while improving FCR rates.

Not Just for Inbound

CTI isn’t just for inbound customer service. Improve sales conversion rates by providing outbound agents the most current customer information delivered with each sales call. Agents that handle both inbound and outbound calls get a screen pop of customer information on a call-by-call basis, whether it’s an inbound or an outbound call. We can provide a unified agent interface for each interaction, eliminating the need to toggle between applications.

Inbound

Inbound Contact Center softwares includes routing, self-service, and screen-pop capabilities that guide your customers to the right answer or agent, based on your business objectives and contact center activity.

Access powerful routing algorithms, so you can segment and direct callers to the agents that are best equipped to help them. Automated self-service prompts can dramatically improve agent productivity, so they’re not just repeatedly answering routine calls. When an agent does receive a call, it’s delivered with the caller’s information and the appropriate script on the screen.

Outbound

  • Predictive Dialer

    Our Predictive Dialer calculates the number of calls to dial based on the average connect rate and real-time and historical agent statistics.

  • Power Dialer

    The Power Dialer continuously dials at a fixed number based on your desired calls-to-agent ratio—but only as reps are ready to take a call.

  • Progressive Dialer

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

  • Preview Dialer

    This dialing mode allows sales reps to review customer contact records prior to dialing. The amount of time to preview a call can be preset if desired.

  • TCPA

    This option prevents any automated dialing not in compliance with Telephone Consumer Protection Act (TCPA) regulations.

The Five9 Contact Center Solution Advantage

  • Sales, Marketing, and Telemarketing

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

  • Customer Service

    Transform your customer service to proactively deliver powerful customer connections with our unique ability to automatically blend inbound and outbound interactions.

  • Enterprise

    Benefit from a flexible, end-to-end system for large enterprise contact centers and receive sophisticated, in-depth functionality and ease of use.

  • Outsourcers

    Leading outsourcers make huge gains in productivity, providing their clients the ability to scale quickly and deliver real-time visibility into business outcomes.

  • Collections

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

  • Small & Medium Businesses

    Enjoy all the functionality that successful businesses have leveraged for years, with none of the hassle, hardware, and upfront costs.

Optimize Your Operations with Five9

We can supply the phone lines, software-based phones, reporting and recording capabilities, and software for the agent, supervisor, and administrator.

We also provide multichannel routing, which enables you to engage with your customers over the phone or through chat, email, or social media. In addition we provide IVR, screen pop/CTI, and automated outbound dialers. With Five9, you can blend your operations—automatically switch agents between taking inbound calls and making outbound calls. We can even supply new 800 numbers and local caller ID numbers for outbound calling.

We also offers options such as integration with your CRM, including customs CRMs. We provide pre-built integrations to most CRM solutions and APIs that allow you to integrate to legacy systems.

Workforce Optimization Features

  • Identify Call Volume Trends
  • Predict Future Call Volumes
  • Create Agent Schedules
  • Monitor Agent Schedule Adherence
  • Automatically Adjust Agent Schedules
  • Call Recording
  • Real-Time Privacy Control
  • Screen Recording
  • Recording Storage
  • Encryption
  • Coaching Packages
  • Out-of-the-Box Reports
  • Customizable Dashboards
  • Advanced Analytics

Call Center Metrics: Reporting & Analytics

Get High-Quality, Actionable Insights

Five9 provides easy access to the reports you need to monitor the key statistics of your contact center and develop operational insights for process improvement. Using Five9, you have access to real-time and historical data based on contact center best practices. Measure performance, gain insight, share successes with management, and take action on problems. Get the complete picture with more than 100 standard reports.

Five9 historical reporting includes a variety of advanced customizations including report templates, data columns, grouping, filtering, sorting, and time periods. Tailor reports to your needs and always have access to the latest relevant information you need to make critical decisions for your contact center operations.

Five9 real-time reporting provides statistical and key performance indicators (KPIs) so that supervisors can effectively monitor the contact center, manage agents and queues, and accelerate responses to changing conditions. Five9 Supervisor Dashboard enables you to set thresholds and alerts on real-time statistics like ACD queues, agents, campaigns, and lists.

Call Center Reporting & Analytics Features

  • Real-Time Statistics via Five9 Supervisor Application
  • Dashboards for Real-Time Monitoring & Alerts
  • More Than 100 Historical Reports
  • Robust Graphical & Customization Capabilities
  • Monitor Agent & Department-Level Performance
  • Monitor IVR & Interaction Queue Activity
  • Access List & Campaign Statistics
  • See Agent State & ACD Status
  • View Call Logs
  • Access IVR Paths & Scripts
  • Monitor ACD Queues
  • Omnichannel Integrated Agent Performance
  • Omnichannel Integrated Campaign Statistics
  • Access Customer Feedback

Multichannel Contact Center

Historical Reporting

Tailor reports to your unique needs and stay up-to- date on contact center metrics. Share information easily with key stakeholders using report scheduling, FTP, and sharing.

Real-Time Reporting

Monitor the contact center, manage agents and queues, and accelerate responses to changing conditions. See what’s happening in real-time whether your agents are nearby or across the world.

Supervisor Application

Five9’s Supervisor App for iPad enables supervisors to manage agents from anywhere. View real-time statistics, chat with agents and supervisors, and keep operational control at your fingertips.

Call +1-805-888-0024 for More Information