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Contact Centre Features

Our Contact Centre Features Everything Your Operations Need

Our virtual contact centre products include all of the features you need to run your contact centre operations effectively. The Five9 product line's breadth of inbound, outbound and multichannel contact centre software features is unique among cloud contact centre software vendors. Five9 pioneered the virtual contact centre industry, and today is the leading cloud contact centre software vendor, offering the most features, the most advanced technology and delivering increased business flexibility and improved agent productivity through constant innovation.

 

Agent Call Scripting

Enable agents to deliver a consistent message to contacts, with a web-based contact centre agent script tailored to the purpose of each call.

Agent Call Scripting

 

Toll-Free Numbers

Provision new toll-free, international toll-free and DID numbers, or migrate existing numbers for your inbound contact centre.

Toll-Free Numbers

 

PBX

Add Five9 cloud contact centre software to your existing PBX infrastructure for advanced CTI, IVR, ACD, Predictive Dialing, and more.

PBX

 

Do Not Call Regulation Compliance 

Comply with applicable calling regulations by handling do-not-call (DNC) requests across your outbound and inbound operations.

Do Not Call

 

Voicemail for Call Centres

Offer your callers an opportunity to leave voicemails for individual agents or the next best available agent.

Voicemail

 

Call Recording

Assess the quality of agent performance and the customer experience, and use recordings as supporting documentation for transactions.

Call Recording

 

Call Quality Monitoring

Ensure a positive customer experience by silently monitoring agent conversations with contacts, whisper coaching and barging in when needed.

Quality Monitoring

 

Text-to-Speech Software

Provide dynamic information to your contacts by automatically converting text data into spoken words.

Text-to-Speech

 

Speech Recognition Software

Deliver advanced IVR self-service applications to your callers by enabling them to provide speech input in addition to DTMF.

Speech Recognition

 

Call Centre Data Importing

Easily import outbound calling lists and contacts with a user-friendly wizard or automatically via FTP.

Data Import

 

Work-At-Home Agents

Support virtual contact centre operations with a distributed workforce, flexible resource allocation, and new hiring models.

At-Home Agents

 

Web Callback Service

Integrate websites with Five9 so that visitors can request immediate or scheduled callbacks from your contact centre.

Web Callback

 

Online Contact Database Software

Maintain contact information and interaction history so that it's available for IVR applications and at agents' fingertips while handling customer interactions.

Contact History

 

VOIP Customer Service

Leverage the low cost and high scalability of the internet for your phone calls, with crystal-clear voice quality.

VoIP

 

Call Centre Statistics

Use personalized dashboards, views and alerts to monitor real-time statistics on ACD Queues, Agents, Campaigns, and more.

Call Centre Statistics

 

Call Conferencing Software

Build sophisticated IVR applications that allow callers to create conference calls, by calling additional phone numbers to add participants.

Call Conferencing