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.
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.
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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, 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.
Outbound dialling connects agents only to live prospects, maximising calling efficiency.
Use list priorities and ratios, so your agents can focus on their most qualified leads.
Automate agent callbacks using the Disposition Timer and redial feature.
Leverage workflow rules with time-of-day triggers to manage agents and campaigns.
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.
Achieve success with our business results approach to sales, implementation, and service.
Adapt the cloud contact centre to the needs of your business - not the other way around.
Reliable & Secure
Count on guaranteed uptime, crystal clear voice, and the most stringent levels of security.
Empower Your Agents
Make it easy for your agents to deliver the superior experience your customers want.