Blended Inbound And Outbound Contact Center

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 Center 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 Center, you can fully engage them with your customers. The result is customer service and inside sales organizations that respond proactively to customers, improving customer satisfaction scores while also improving the productivity of the organization 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 contact center. Eliminate time wasted toggling back and forth between outbound and inbound queues.

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 Center

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 Center with Active Blending.

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Blended Contact Center 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 Dialer
Progressive Dialer
Power Dialer

Preview Dialer
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 Dialing

Boost Productivity with Five9

Stop wasting time on manual dialing and managing leads. Five9 Outbound Contact Center automates lead and campaign management, so you can create an automated marketing and sales funnel that achieves your outbound goals.

Prospecting

Outbound dialing connects agents only to live prospects, maximizing 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 center is the front door for many businesses.
At Five9, we are on a mission to help transform your contact center to meet customers’ heightened expectations while engaging and empowering your agents to deliver more human experiences.