What Is Active And Waiting Calls?

Seamlessly Manage Your Active and Waiting Calls with Five9

It's no secret that keeping track and finding the right balance between active and waiting calls is essential to the success of a dynamic and results driven call center. It's like to trying to keep plates spinning above your head. Five9 will not only keep those plates in the air, but will allow you to master responding to your customers proactively and create a differentiated customer experience.

Five9 Automatic Call Distribution (ACD) software is designed to be easy to use. It’s so intuitive that non-technical business users can configure it, yet it has all the sophisticated routing features that any size company requires.

Five9 Call Center Software enhances agent productivity and helps balance the active and waiting calls with:

  • Smart Dialers - Know when agents will be available to attend to new customers and reduce time spent dialing and waiting for no-answers
  • Intelligent Routing - The Five9 software routes calls to the right agent based on IVR selections, customer history, agent availability, and more
  • On Screen Caller Info - Screen pops show agents who they are talking to and give them the customer history without wasting time on preliminaries

Deliver your customers to the right resource at the right time using the intelligent multichannel routing capabilities of Five9. Get immediate access to pricing by calling 1-800-553-8159 or submit "Get Info" request to have a Five9 expert contact you with more information. 

What Is Active And Waiting Calls?

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Why Choose Five9

Industry Leadership

Monthly or annual pricing with no long-term contracts.


Powerful, scalable, and secure cloud solutions.

Industry Leadership

Recognized by Gartner as a leader in Contact Centers.

CRM Integration

Integrate with all the leading CRM packages.

Cloud Platform

All you need is a computer, a headset, and Internet.

Five9 Agent Demo

About Five9

Five9 is a leading provider of cloud contact center software. We are driven by a passion to transform contact centers into customer engagement centers of excellence, coupled with a deep understanding of the cost and complexity involved in running a contact center. Check out this video to learn more about how we can help you transform your business today.

Industry Leading Cloud Call Center Software

Five9 Contact Center Software enables agents to be more effective on the phone - so they can sell more and service better. Smart Dialers give agents more time with live prospects. Intelligent Routing gets calls to the right agent. On-Screen Caller Info puts customer information at their fingertips. And everything is automatically logged to your CRM.

Call Center Management Software Guide

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Outbound call centers dial out to reach customers or prospects, and are typically used when a sales team is prospecting for new customers.  Outbound call centers may utilize autodialer and predictive dialing solutions to help maximize agent productivity by increasing the amount of connections agents can make with customers.  

Automatic Call Distribution: Route Calls Intelligently

Five9 offers Universal Queue, an omnichannel solution to ACD that expands the scope of the technology beyond simple phone calls to cover contacts across all channels — social, chat, web, email, and mobile.

Interactive Voice Response: Self-Service Made Easy

Interactive Voice Response (IVR) technology is a phone-based customer self-service system by which customers can get information and perform basic functions through the phone system without the aid of a live agent. IVR is often used for such purposes as checking an account balance, making a payment, or resetting a pin number.

CTI Screen Pops

Computer Telephony Integration (CTI), or “screen pop” technology, allows contact center agents to access customer profiles and manage customer data during support calls. As soon as an agent connects with a customer, a screen pop appears on the agent’s desktop with the customer’s information from the CRM for the agent to reference and edit. The result is higher...

Call 1-800-553-8159 for More Information