Contact Center Trends

Contact Center Trends for 2016

Watching and predicting trends prepares successful organizations for what lies ahead. For the contact center industry, 2016 offers significant improvements. Five9 is ready for the upcoming trends with our focus on the agent experience, awareness of the shift in corporate business roles, and our capabilities for remote service.

With Five9 your agents will be able to provide a better intimate connection with a customer by having visibility into their environment. By providing a more proactive engagement, contact center agents will be driving more customer loyalty. Our contact center tools empower team members to serve a customer just as effectively remotely as they can physically onsite.

Three key industry trends for 2016 are:

  • Contact Centers continue to move to the cloud and away from on-premise systems
  • Agents are setting up remote offices and no longer required to be onsite
  • Customers are fully expecting to contact businesses through social media on their own time

Five9 is continually improving to follow industry trends. Talk to an expert at Five9 by clicking on "Get Info" to learn more about why Five9 is the leader in contact center technology.

Contact Center Trends

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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.

smart dialer

Smart Dialer

The Five9 dialer predicts when agents will be available and optimizes automatically to have new customers on the phone ready for them. This reduces time wasted on dialing and waiting for no-answers.

on-screen caller info

On-Screen Caller Info

Screen pops show agents who they are talking to and give them the prospect history. Agents can greet a prospect by name and dive right into the call without wasting time on preliminaries.

intelligent routing

Intelligent Routing

The Five9 software routes calls to the right agent. Customers can be routed based on IVR selections, customer history, agent availability, and more. Routing can be changed at a click.

Call 1-800-553-8159 for More Information