Release Overview

With over a hundred new features incorporating feedback from customers and partners around the world, Five9's Virtual Call Center Suite 7 delivers quick, powerful solutions at an affordable price. As companies re-shape their organizations to increase productivity, drive revenue, cut costs, respond to regulatory pressure, address challenges of geographically distributed operations, and meet rising demand for quality customer service, Five9's flexible on-demand call center software with crystal-clear VoIP suits them best.

Multiple Numbers per Customer (Vertical Dialing Mode)

Each customer can be now configured to have up to 3 numbers would be "vertically dialed" by Five9's Predictive Dialer. New Calling List Penetration Options allow the user to configure the predictive dialer to dial just one number per customer until the list is exhausted (for example - dial all "office" numbers first, then dial all "cell phone" numbers) or - dial through all customer numbers sequentially before moving to the next customer record. New dialing profile settings can be used to organize the dialing order of a calling list based on any of the customer record fields. This feature is especially important for debt collections and counseling agencies that must urgently get in touch with contacts to arrange for debt repayments.

Redial Based on Last Dialing Outcome

Each disposition (call result) may be configured with its own parameters for redial attempts and timing. For example, users may configure the system so that "Busy" numbers will be redialed in 10 minutes up to 5 times, while "No Answer" numbers will be redialed in 2 hours, with up to 5 attempts.

Automated Calling List Data Import

Importing calling list into the Five9 Predictive Dialer has become faster and easier. If your call center needs to frequently change or update lists, automate the process by using an FTP server to store the lists, and then schedule a daily/nightly routine import and updates.

ACD Enhancements

Automatic Call Distribution (ACD) capabilities have been greatly enhanced, with new configuration options - including ability to add in-queue announcements, calculations of estimated time and option to leave an in-queue voicemail for customers that would prefer to receive a call back as oppose to wait until the next call center agent becomes available. Any inbound customer support or order taking operation would benefit from these new capabilities.

Access External Data Sources from IVR

The interactive voice response (IVR) creation process is now much more robust and flexible. IVR scripts may now access external data sources for online database integration Call-related data can be stored as variables that may be used in IVR script logic. Multiple IVR scripts can be now tied together for more flexibility, consistency, and reduced complexity. These features result in more advanced routing options and are ideal for inbound customer service and support call centers that need sophisticated call routing features for transferring calls to the most appropriate agents.

IVR Text-to-Speech

Text-to-speech (TTS) capabilities are now integrated into the Five9 Virtual Call Center, allowing users to automatically play back any data like account balances, date, time and order status. Text-to-speech can be also used to create voice prompts without having to pre-record them. Personalize the voice recordings according to your needs, even adding emphasis where necessary and grouping text into sentences or paragraphs, and integrate them into an IVR script. Text-to-speech can be used now to provide customers with the information without connecting them to a call center agent - therefore reducing the cost of running a call center operation and increasing customer satisfaction.

Skills Based Routing For Voicemail

Voicemail management is improved with the ability to distribute voicemail to a group of appropriately-skilled agents and to monitor their performance. Administrators can control which agents may be routed voicemails, agents can control their availability to receive voicemails, and supervisors may monitor the progress of the voicemail queue.

Customizable Web-Based Reporting

Create custom tabular, summary, or matrix reports based on a large number of criteria and time periods, depending on your needs. Schedule, save, or export your reports into five popular formats (including pdf, html and csv). Run "recent reports" instead of reentering the same criteria many times. The standard reports library is available as well, and has been enhanced with additional standard call center reports

New Customer Support Portal

All Five9 users will now have access to an online solutions knowledgebase that will provide the majority of answers to their questions online - without a need to call customer support. Online documentation and training are also available through the customer support portal. In addition each user will be able to submit a support case online and check the status of all open cases.