The Five9 Virtual Call Center Suite

Built from the ground up to boost productivity and profits

Five9 Virtual Call Center Suite combines the full range of outbound and inbound call center capabilities to service the maximum number of successful calls with the minimum number of agents. More calls mean more connections with your customers and more business transactions.

When running outbound campaigns, our Predictive Dialer efficiently automates your outbound phone calling. Instead of making one call at a time, the predictive dialer makes multiple calls simultaneously and ignores busy signals, answering and fax machines, and no answers. As a result, your agents will only connect with live contacts. And with the capability of assigning three to ten lines per agent, you can quickly boost productivity and profits.

For inbound call center operations, Five9 provides a wealth of features designed to make every interaction more meaningful, more predictable, and more profitable. With easy-to-use ACD and skills-based routing capabilities you can ensure that your callers reach the right agent at the right time, and our real-time reporting and quality monitoring tools will help you insure that your service goals are met or exceeded.

A fully hosted solution with rock-solid reliability, the Five9 Virtual Call Center (VCC) Suite enables you to execute several inbound and outbound campaigns at the same time. With agent scripting, quality monitoring, and management reports, our suite improves how you measure agent performance and track results.

Customers have used our suite for applications such as telemarketing, collections, inbound sales, and customer inquiries. Also known as a blended call center, this ideal combination of outbound and inbound call center functionality delivered through our Software as a Service (SaaS) offers the following benefits:

• Comprehensive functionality
• Ease of use
• Rapid time to profit
• Reduced costs

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 Virtual Call Center Suite:

• Increased agent productivity by providing them relevant and timely information about every caller
• Increased customer satisfaction by ensuring that calls go to the right agent at the right time, with all of the necessary info to effectively resolve the call
• Increased sales revenues by ensuring that inbound and outbound agents have the resources they need to efficiently generate additional sales and qualified leads
• Reduced telecommunications and administration costs by leveraging the proven Five9 on-demand call center software suite

One Product, Many Solutions

Across industries and applications, the Five9 Virtual Call Center Suite is an affordable and powerful solution for call centers around the world:

Featured Solutions

• Telemarketing
• Customer Service
• Technical Support
• Collections
• Disaster Recovery
• Notifications

Industry Sectors include:

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

Key Features of the Five9 Virtual Call Center Suite

The Five9 Virtual Call Center Suite includes the breadth of capabilities you need to make your call center successful:

• ACD
• IVR
• CTI
• VoIP
• At-Home Agents
• Quality Monitoring
• Voice Recording
• Voicemail
• Real-Time Reporting
• Historical Reporting
• CRM Integration
• Customer History
• Web Integration APIs
• Toll-Free Numbers
• Predictive Dialer
• Call Scripting
• Campaign & List Management
• Do-Not-Call List Compliance
• Data Import
• Web Callback
• Auto Dialer
• 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. You can set up as many inbound and outbound campaigns as you wish, using imported call lists and do-not-call lists as needed. 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 outbound campaigns, our predictive dialer works through your dialing lists and uses call-progress detection to understand whether the call was busy, received by an answering machine, or answered by a person, so that your agents can focus only on live contacts. When your agents are connected to live parties they can follow the scripts you've written and record the results in the Five9 contact history. Time-sensitive information associated with the call can also be sent via email.

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 and outbound activities, and oversee agent performance and queued interactions. Campaigns can be started, stopped, or fine-tuned at any time. 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 Comparisions

• 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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