Blended Contact Center:
Maximize Agent Productivity
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One Platform, One Solution
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 Call Center eliminates the technology gap between inbound ACD functionality, outbound dialers, and CTI and CRM integration. What this means for your agents — no more toggling back and forth between outbound and inbound calls. With Five9, everything is unified and delivered straight to the agent’s desktop.
The Five9 Blended Call Center with Active Blending automatically moves outbound agents to inbound queues on a per-call basis when traffic volume peaks. Five9 also enables inbound agents to switch to outbound calls during slow periods. 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 call center. Eliminate time wasted toggling back and forth between outbound and inbound calls.
Custom Business Rules
Configure Active Blending for your particular business rules to schedule and add outbound follow- ups 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.
Datasheet: 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.
Whitepaper: Contact Center Blending Best Practices
Find out the best practices used for blended contact centers in this report by DMG.
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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
Predictive 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 Choose Five9
Simple Pricing
Monthly or annual pricing with no long-term contracts.
Reliability
Powerful, scalable, and secure cloud solutions.
Industry Leadership
Recognized by Gartner as a leader in Contact Centers.
CRM Integration
Integrate with all the leading CRM packages.
Cloud Platform
All you need is a computer, a headset, and Internet.
Call 1-800-553-8159 for More Information