Blended Contact Centre:
Maximise Agent Productivity
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One Platform, One Solution
The Five9 Blended Contact Centre allows agents to move easily between both inbound queues and outbound calling lists. Unlike most vendors, Five9 has developed both inbound and outbound platforms in-house. As a result, the Five9 Blended Call Centre eliminates the technology gap between inbound ACD functionality, outbound diallers, CTI and CRM integration. What this means for your agents — no more toggling back and forth between outbound and inbound calls. With Five9, everything is unified and delivered straight to the agent’s desktop.
The Five9 Blended Call Centre with Active Blending automatically moves outbound agents to inbound queues on a per-call basis when traffic volume peaks. Five9 also enables inbound agents to switch to outbound calls during slow periods. The result is customer service and inside sales organisations that respond proactively to customers, improving customer satisfaction scores while also improving the productivity of the organisation as a whole.
Active Blending
Increase the number of productive contacts per hour by automatically adjusting your outbound calling operations based on inbound call volume.
Single Interface
Take advantage of a single interface for your blended call centre. Eliminate time wasted toggling back and forth between outbound and inbound calls.
Custom Business Rules
Configure Active Blending for your particular business rules to schedule and add outbound follow- ups on any interaction to the queue.
With the Five9 blended solution, we only have to train agents on a single platform, and that training is applicable no matter what type of calls they are making or receiving.
Datasheet: Blended Contact Centre
Learn how you can get all the benefits of feature-rich, on-premise systems with none of the hassle using the Five9 Blended Cloud Contact Centre with Active Blending.
Whitepaper: Contact Centre Blending Best Practices
Find out the best practices used for blended contact centres in this report by DMG.
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Blended Contact Centre Features
ACD with Call Distribution Algorithms
Skills-Based Routing
Priority Routing
Web & Queue
Toll-Free Numbers
CTI Screen Pops
IVR with Intuitive Script Designer
Text-to-Speech & Speech Recognition
Agent Desktop
Contact Database
CRM Integrations
Call Recording
Post-Call Surveys
Predictive Dialler
Progressive Dialler
Power Dialler
Preview Dialler
Agent Scripting
Answering Machine & Fax Detection
Real-Time DNC List Management
At-Home Agent Capabilities
Easy-to-Use Administration Tools
Real-Time, Historical, & Custom Reports
Local Number Dialling
Boost Productivity with Five9
Stop wasting time on manual dialling and managing leads. Five9 Outbound Contact Centre automates lead and campaign management, so you can create an automated marketing and sales funnel that achieves your outbound goals.
Prospecting
Predictive dialling connects agents only to live prospects, maximising calling efficiency.
Qualifying
Use list priorities and ratios, so your agents can focus on their most qualified leads.
Nurturing
Automate agent callbacks using the Disposition Timer and redial feature.
Converting
Leverage workflow rules with time-of-day triggers to manage agents and campaigns.
Why Choose Five9
Call +44 203 318 7902 for More Information