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Blended Inbound And Outbound Contact Centre

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Outbound Preview Dial Tones

Improve Customer Satisfaction

The Five9 Blended Contact Center 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 Contact Center eliminates the technology gap between inbound ACD functionality, outbound dialers, and CTI and CRM integrations. What this means for your agents is they do not have to log in and out of dedicated inbound and outbound call queues. With Five9, everything is unified, inbound and outbound calls are blended and delivered straight to the agent’s desktop.

The Five9 Blended Contact Centre with Active Blending automatically assigns inbound calls to agents who are working on outbound campaigns when inbound traffic volume peaks. During times when inbound traffic is low agents can use that time to work on automated outbound calls.

Your agents are your most valuable resource. With the Five9 Blended Contact Centre, you can fully engage them with your customers. 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.

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Outbound Productivity

Active Blending

Active Blending

Increase the number of productive contacts per hour by automatically adjusting your outbound calling operations based on inbound call volume.

Single Interface

Single Interface

Take advantage of a single interface for your blended contact centre. Eliminate time wasted toggling back and forth between outbound and inbound queues.

Customer Business

Custom Business Rules

Configure active blending for your particular business rules to schedule and add outbound follow up calls 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.

Matt Zemon

President & CEO, American Support

Datasheet: Five9 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.

Download Datasheet

Get More Info & Pricing

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, and Custom Reports
  • Local Number Dialling

Boost Productivity with Five9

Stop wasting time on manual dialing 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

Outbound 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 Five9?

Now more than ever, the contact centre is the front door for many businesses.
At Five9, we are on a mission to help transform your contact centre to meet customers’ heightened expectations while engaging and empowering your agents to deliver more human experiences.

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Customer First

Customer First

Achieve success with our business results approach to sales, implementation, and service.

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Completely Customizable

Completely Customizable

Adapt the cloud contact centre to the needs of your business - not the other way around.

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Reliable & Secure

Reliable & Secure

Count on guaranteed uptime, crystal clear voice, and the most stringent levels of security.

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Empower Your Agents

Empower Your Agents

Make it easy for your agents to deliver the superior experience your customers want.

Call 1-800-553-8159 for More Information