Release Overview

Five9 continues to enhance its market-leading on-demand call center software solution with Virtual Call Center Suite 7.2. Major outbound enhancements launch our world-class Predictive Dialer to new heights, as the dialer now boasts Predictive, Progressive, and Preview Dialing campaigns. Workflow Rules improve efficiency by automating call center operations. Our CRM Integrations and Web Agent are enhanced to provide improved agent productivity and more call handling capabilities. Our Predictive Dialer is further enhanced to deliver even greater control over the way contacts are dialed. And, our Agent application includes new features to effectively capture more information while handling calls.

Preview Dialing

In addition to Predictive and Progressive dialing modes, campaigns can now be configured for Preview Dialing. Preview Dialing is often used in sales-oriented call center operations when agents have more frequent and personal interaction with contacts. Administrators can configure a campaign to operate in Preview Dialing mode, and they can indicate whether agents can spend time reviewing a contact before making calls. Preview Dialing delivers list records to agents much in the same way as calls are delivered, providing a screen pop of the record with all of the contact’s information and call history. Once an agent accepts a record, the agent can place a call to any or all of the available phone numbers for the contact. The Five9 software also helps provide guidance to agents by suggesting which number should be dialed next, based on the configured dialing rules for the campaign.

Workflow Rules

Workflow Rules are a powerful way for Administrators to increase efficiency by automating call center operations. Admins can add as many rules as they like. Each rule can include one or more events that act as a trigger for Workflow Actions. For example, an event can be when a campaign is stopped or runs out of available list records for dialing, or an event can be based on a specific date and time, or at a certain time each day. When an event triggers an action, the Five9 system can automatically start or stop campaigns, change the applicable dialing profile, or reset the calling list position to the top of the list. By accessing a detailed Event Log, Administrators can always review the actions triggered by Workflow Rules as well as actions taken by other users.

Enhanced CRM Integrations

Five9 is also introducing updated CRM Integrations and a new Five9 Web Agent. Based on the Release 7.2 platform, the integration applications will be available in Summer 2009. They provide a user-friendly “Web 2.0” design that improves agent productivity by streamlining their user interface based on the context of their task. For example, while on a call, important information about the caller is presented in the current call tab, while call control features are only a click away. All the essential tools agents need for handling calls and supporting call center operations are also accessible via expandable feature tabs. While agents are handling calls, they can also efficiently log notes in the integrated CRM system for improved productivity and effective communications.

Predictive Dialer Enhancements

Five9 is continuing to pack more power into our market-leading Predictive Dialer by enhancing the way it dials list records. When contacts have multiple phone numbers such as Home, Mobile, and Work, Five9 Administrators can manage the dialing order for those phone number types. Additionally, Five9 Administrators can configure robust filters for identifying the list records for dialing, which is often used in sales-oriented environments where the status and ownership of leads frequently changes over time.

Agent Worksheet Enhancements

Five9 offers agent scripting and worksheet features to improve agent productivity and consistency. Worksheets are configured by Administrators to collect important information during calls, and with Release 7.2 they are enhanced to include capture of data using multiple checkboxes. Additionally, Administrators can control when agents can finish a worksheet so they are required to enter all necessary info before completing a call.