The Five9 Inbound Call Center

Enjoy world-class call center benefits without high costs, delays and headaches.

The Five9 Inbound Virtual Call Center software provides all the features you need to insure that incoming calls are managed efficiently and effectively. Our rapidly-deployed, hosted solution provides capacity on demand; as you need it for fundraising, product campaigns, and seasonal promotions. Whether you have a handful of agents or hundreds of agents, you can stay focused on your business and not on maintaining call center systems.

Five9 technology that underlies our world-class service offers you all the features of a premise-based system with no hardware, no software, and no phone lines:

• Access to basic or sophisticated calling features, including easy-to-use contact history
• Highly productive and coordinated agents around the world
• Ability to flexibly scale up based on demand
• Reduced toll charges
• Reduced infrastructure expense

Benefits

These are the kinds of results, many of them directly measurable with the built-in reporting tools, that you can achieve with the Five9 Inbound Virtual Call Center:

• Increased customer satisfaction by ensuring that callers don't need to repeat information and by routing them to the most appropriate agent
• More up-sell and cross-sell revenues by ensuring that high-value calls are routed to agents with the best sales skills
• Increased agent productivity by ensuring that they receive relevant customer info as calls arrive
• Maximized first call resolution by ensuring that more calls are routed to the appropriate agent

One Product, Many Solutions

Here are some of the many ways our customers around the world are using the Five9 Inbound Virtual Call Center software:

Featured Solutions

• Customer Service
• Technical Support
• Disaster Recovery

Industry Sectors include:

• Financial Services
• Outsourcing
• Telecommunications
• Information Technology
• Retail
• Insurance
• Travel & Transportation
• Education
• Government
• Not for Profit

Key Features of the Five9 Inbound Virtual Call Center

• ACD
• IVR
• CTI
• Toll-Free Numbers
• VoIP
• Remote Agents
• Quality Monitoring
• Voice Recording
• Voicemail
• Real-Time Reporting
• Historical Reporting
• CRM Integration
• Customer History
• Web Integration APIs
• 24x7 Customer Support

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How it Works

Start by opening an account with us. We can have your Five9 call center up and running in as little as 48 hours. Provide agents and supervisors the necessary computers, headsets and internet access according to Five9 recommendations. Finally, ensure that users take the training we provide as part of your purchase.

After training, begin configuring your call center with our easy to use, web-based tools. Each campaign can have its own IVR script and messages. To ensure a consistent experience when customers are routed to an agent, you can create agent interaction scripts for each campaign.

When running inbound campaigns, you can use sophisticated IVR, skills-based routing and ACD functionality to ensure that every call is guided to the right agent at the right time. The caller's phone number is automatically used to look up additional details and contact history, so that when agents answer the phone they have all the information they need at their fingertips. Every call is logged, including the information about how your customers interacted with the system.

Your supervisors can monitor real-time campaign status across inbound activities, and oversee agent performance and queued interactions. Additionally, managers can use our rich reporting and quality management facilities to evaluate the effectiveness of all aspects of the call center's operations.

Rock-Solid Reliability

Five9 Product Comparisons

• Choose the Inbound Call Center when you need live agents to handle incoming calls.
• Choose the Outbound Call Center when you need live agents to execute outgoing calling campaigns.
• Choose the Auto Dialer when you need to high-speed, low-cost, mass delivery of messages to predefined calling lists, with our without live agent backup.
• Choose the Virtual Call Center Suite when you want all of the above at bundle pricing.

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