Inbound Call Centre: Deliver Great Customer Service

Deliver Great Experiences — Earn Customer Loyalty

Deliver exceptional customer service using the sophisticated routing capability of the Five9 Inbound Cloud Contact Centre. Next-generation systems route calls to the right agents at the right time and automatically put the customer’s information on agents’ desktops so they can resolve the issue quickly. Customers can perform routine functions through intelligent IVR with advanced voice recognition and visual IVR on mobile devices, freeing up agents to focus their attention on higher-value interactions. Five9’s CTI “screen-pops” give agents the information they need to personalise the customer’s experience, potentially turning routine service calls into revenue-generating opportunities.

Based on studies conducted by the Aberdeen Group (Source)

ACD

Route calls to the right agent every time according to your own business rules with Five9’s ACD Intelligent Routing.

IVR

Enable your customers to perform routine operations over the phone by themselves with Five9’s IVR with Intuitive Script Designer.

CTI

Automatically “pop” incoming caller information to agents’ screens so they can understand the context of the call and help more effectively.

Inbound Cloud Contact Center Datasheet Thumbnail

Datasheet: Inbound Contact Centre

Business moves fast - so should your contact centre. Learn about the robust features of the Five9 Inbound Contact Centre can help you take your customer service to the next level.

Inbound Call Centre Software Features

ACD with Call Distribution Algorithms

Skills-Based Routing

Priority Routing

Time-of-Day Routing

Voicemail Routing

Web & Queue

Incoming Call Whisper

Toll-Free Numbers

IVR with Intuitive Script Designer

IVR Scheduling

Professional Prompts for Self-Service

Text-to-Speech & Speech Recognition

In-Queue & Estimated Wait Time

CTI Screen Pop

Post-Call Surveys

CRM Integrations

Agent Desktop

Contact Database

Softphone

Call Recording

At-Home Agent Capabilities

Easy-to-Use Administration Tools

Real-Time, Historical, & Custom Reports

Drag & Drop Script Design

Agent Scripting

NJ 2-1-1: Learn How Five9 Helped Scale and Distribute Inbound Calls On The Fly

The foundation of NJ 2-1-1’s business is exceptional reliability. Learn how the company used Five9 Inbound Contact Centre to grow with business needs and ensure customer satisfaction while simulataneously reducing costs.

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Five9 Is the Backbone to Customer Service Excellence

Customer Service & Support

Earning your customers' business takes a great deal of effort and expense, but losing customers is far too easy. Whether your customers are looking for quick answers or help through a complex process, Five9 provides an all-in-one solution to give your customers a great experience on their terms.

Guide Customers to the Answers

Routing, self-service, and screen-pop capabilities guide your customers to the right answer or agent based on your business objectives and contact centre activity. Powerful routing algorithms segment and direct callers to the agents that are best equipped to help them. Automated self-service prompts improve agent productivity so they're not repeatedly answering routine calls.

Design, Deploy, & Deliver Excellence

It pays to design your contact centre for efficiency and excellence. Five9 has an intuitive design and easy-to-use administration tools developed specifically for business users so that you can easily create an environment that works best for your contact centre. With Five9, you can implement in just days and scale based on your business needs.