Blended Inbound And Outbound Contact Centre

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Improve Customer Satisfaction

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 Contact Centre eliminates the technology gap between inbound ACD functionality, outbound diallers, 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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Active Blending

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

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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.

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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
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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.

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Blended Contact Centre Features

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ACD with Call Distribution Algorithms

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Skills-Based Routing

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Priority Routing

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Web & Queue

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Toll-Free Numbers

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CTI Screen Pops

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IVR with Intuitive Script Designer

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Text-to-Speech & Speech Recognition

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Agent Desktop

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Contact Database

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CRM Integrations

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Call Recording

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Post-Call Surveys

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Predictive Dialler

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Progressive Dialler

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Power Dialler

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Preview Dialler

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Agent Scripting

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Answering Machine & Fax Detection

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Real-Time DNC List Management

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At-Home Agent Capabilities

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Easy-to-Use Administration Tools

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Real-Time, Historical, and Custom Reports

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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.

Call 1-800-553-8159 for More Information