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.
Increase the number of productive contacts per hour by automatically adjusting your outbound calling operations based on inbound call volume.
Take advantage of a single interface for your blended contact centre. 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.
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Blended Contact Centre Features
ACD with Call Distribution Algorithms
Web & Queue
CTI Screen Pops
IVR with Intuitive Script Designer
Text-to-Speech & Speech Recognition
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.