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Blended Call CenterEverything You Need for a World-Class Virtual Call CenterThe Five9 blended call center software package combines our inbound and outbound call center products to provide everything you need to run a blended call center operation effectively. Our robust call center management tools are unique among hosted software providers, offering seamless operations and a truly blended environment. With Five9's call center software on demand, you get all the benefits of a dedicated premise-based call center system, without the costs, delays or headaches. Our Blended Call Center enables you to:
Build your call center in the cloud
Tie it all together
Next StepsBlended Call Center FeaturesACDRoute callers to the right queue, with the right priority, and route them to the next available agent with the right skills. IVRWalk callers through self service applications or gather caller information needed to identify the best available agent. CTIImprove productivity by giving agents relevant and timely contact information, and integrate phone controls with your applications. Toll-Free NumbersProvision new toll-free, international toll-free and DID numbers, or migrate existing numbers for your inbound call center. Call ConferencingBuild sophisticated IVR applications that allow callers to create conference calls, by calling additional phone numbers to add participants. Speech RecognitionDeliver advanced IVR self-service applications to your callers by enabling them to provide speech input in addition to DTMF. Text-to-SpeechProvide dynamic information to your contacts by automatically converting text data into spoken words. VoicemailOffer your callers an opportunity to leave voicemails for individual agents or the next best available agent. PBXAdd Five9 On-Demand Call Center Software to your existing PBX infrastructure for advanced CTI, IVR, ACD, Predictive Dialing, and more. Call RecordingAssess the quality of agent performance and the customer experience, and use recordings as supporting documentation for transactions. Quality MonitoringEnsure a positive customer experience by silently monitoring agent conversations with contacts, whisper coaching and barging in when needed. Historical ReportingGain insight into call center performance, using over 100 customizable reports on ACD Queues, Agents, Calls, Campaigns, and more. Real-Time ReportingUse personalized dashboards, views and alerts to monitor real-time call center statistics on ACD Queues, Agents, and Campaigns. Predictive DialerBoost productivity by automatically calling multiple contacts based on estimated agent availability, filtering out no-party-contacts. Power DialerIncrease productivity by simultaneously calling multiple contacts when an agent becomes available, filtering out no-party-contacts. Progressive DialerAutomatically call individual contacts when an agent becomes available, filtering out no-party-contacts. Preview DialerAutomatically call individual contacts when an agent becomes available, filtering out no-party-contacts. Agent ScriptingEnable agents to deliver a consistent message to contacts, with a web-based agent script tailored to the purpose of each call. Campaign and List ManagementOperate multiple outbound and auto dialer campaigns using one or more lists, with robust contact filtering and dialing parameters. DNC ComplianceComply with applicable calling regulations by handling do-not-call (DNC) requests across your outbound and inbound operations. Data ImportEasily import outbound calling lists and contacts with a user-friendly wizard or automatically via FTP. Cloud APIsBuild advanced software integrations between Five9 on-demand call center software and other enterprise software applications. At-Home AgentsSupport virtual call center operations with a distributed workforce, flexible resource allocation, and new hiring models. VoIPLeverage the low cost and high scalability of the internet for your phone calls, with crystal-clear voice quality. Web CallbackIntegrate websites with Five9 so that visitors can request immediate or scheduled callbacks from your call center. Contact History DatabaseMaintain contact information and call activity so that it's available for IVR applications and at agents' fingertips while handling calls. |
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