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Blended Call Center

Maximize Agent Productivity

Blended Contact Center

Five9 empowers you with a fully blended contact center platform. For inbound contact centers, a blended solution enables you to make follow-up or courtesy calls to customers during slow periods of the day. For outbound contact centers, keep contacts high by prioritizing inbound and return calls while working through calling lists.

BLENDED CONTACT CENTER OVERVIEW
Active Blending

Take advantage of contact center peaks and valleys by automatically adjusting your operations based on call traffic. The Five9 Blended Contact Center with Active Blending automatically moves outbound agents on a per-call basis to inbound queues when traffic volume peaks, and enables inbound agents to switch to outbound calls during slow periods.

Get Proactive with Active Blending

Today’s customers have high expectations. They want faster service, knowledgeable agents, and new ways to communicate. It’s tough to keep up. Nothing impresses customers more than proactive, relevant interactions. The Five9 Blended Contact Center allows your customer service and inside sales organizations to respond proactively to customers. Give clients what they want and give employees what they need with our unique approach to blended interactions.

One Voice, One Solution
Unlike most vendors, Five9 has developed both inbound and outbound platforms in-house. The Five9 Blended Contact Center eliminates the technology gap between inbound ACD functionality, outbound dialers, and the integration of CTI and CRM capabilities. No more toggling back and forth between inbound and outbound calls. With Five9, everything is unified and delivered directly to the agent's desktop.
FIVE9 BLENDED CONTACT CENTER FEATURES
ACD with Call Distribution Algorithms
ACD with Call Distribution Algorithms
Distribute a high volume of calls efficiently
Skills-Based Routing
Skills-Based Routing
Ensure calls are directed to the right agent resource
Priority Routing
Priority Routing
Prioritize calls based on criteria: customer data, IVR outcomes, etc.
Web & Queue
Web & Queue
Give customers this convenient option, so the don't have to wait on hold
Toll-Free Numbers
Toll-Free Numbers
Use one or more, or forward existing numbers to Five9
CTI Screen Pop
CTI Screen Pop
Guide customer interactions and provide contact history
IVR with Intuitive Script Designer
IVR with Intuitive Script Designer
Drag and drop design of IVR flows for easy creation and maintenance
Text-to-Speech & Speech Recognition
Text-to-Speech & Speech Recognition
Speech-enable your IVR so that callers can say and hear information in their language
Agent Desktop
Agent Desktop
Give your agents an integrated environment to maximize customer experience
Agent Scripting
Agent Scripting
Automated scripts ensure relevant and consistent conversations
Contact Database
Contact Database
Capture and manage customer data with multiple options
CRM Integrations
CRM Integrations
Works with Salesforce, Oracle, Microsoft, NetSuite, Zendesk, and more
Call Recording
Call Recording
Manage quality, resolve issues, and comply with legal requirements
Post-Call Surveys
Post-Call Surveys
Configure surveys easily to get customer feedback and gain insight
Predictive Dialer
Predictive Dialer

Boost productivity by automatically calling multiple contacts based on estimated agent availability, filtering out no-party contacts

Power Dialer
Power Dialer

Continuously dials at a call-to-agent ratio that determines how many calls to place as reps become available

Progressive Dialer
Progressive Dialer
Provides a variable calls-to-­agent ratio that along with the call abandonment limit will determine how many calls to place as reps become available
Preview Dialer
Preview Dialer
Presents contact records to the sales rep in advance of rep placing call
Campaign & List Management
Campaign & List Management
Operate multiple outbound and auto dialer campaigns using one or more lists with robust contact filtering and dialing parameters
Answering Machine and Fax Detection
Answering Machine and Fax Detection
Increase live connections and keep agents productive
Real-Time DNC List Management
Real-Time DNC List Management
Import lists and capture DNC requests in real time
At-Home Agent Capabilities
At-Home Agent Capabilities
Lower costs and increase your talent pool with remote agents
Easy-to-Use Administration Tools
Easy-to-Use Administration Tools
Manage your contact center with a familiar and efficient interface
Real-Time, Historical, and Custom Reports
Real-Time, Historical, and Custom Reports
Manage KPIs and SLAs, and improve performance with valuable insights
Local Number Dial
Local Number Dial
Increased conversion with local number

Learn More About Blended Inbound Outbound Call Centers

White Paper: DMG Contact Center Blending Best Practices

Find out about best practices for blended contact centers.