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Inbound Contact Center

Deliver Great Experiences, Earn Customer Loyalty

Exceed Customer Expectations
Distinguish your brand in the crowded marketplace and deliver exceptional customer service using the sophisticated routing capabilities of the Five9 Inbound Contact Center. Quickly provide the responsiveness and well-informed agents that your customers are looking for.
Customer Service, & Support
Earning your customers’ business can take a great deal of effort and expense, but losing it can happen far too easily. Customers expect great experiences on their terms. If you disappoint, they’ll call your competition in a flash. Whether customers are looking for quick, efficient answers or they need help through a complex process, the Five9 Inbound Contact Center provides an all-in-one solution.
Guide Customers to the Right Answers
The Five9 Inbound Contact Center includes routing, self-service, and screen-pop capabilities that guide your customers to the right answer or agent, based on your business objectives and contact center activity. Access powerful routing algorithms, so you can segment and direct callers to the agents that are best equipped to help them. Automated self-service prompts can dramatically improve agent productivity, so they’re not just repeatedly answering routine calls. When an agent does receive a call, it’s delivered with the caller's information and the appropriate script on the screen.
Design, Deploy, and Deliver Excellence
As call volumes grow, so can your workforce, which is the most expensive line item in your contact center. It pays to design your contact center for efficiency and excellent service. With easy-to-use design and administration tools developed specifically for business users, you can easily create an environment that works best for your contact center. Best of all, the Five9 cloud solution enables you to implement in days instead of weeks or months, and you can scale based on your business needs.
INBOUND CONTACT CENTER OVERVIEW
ACD with Call Distribution Algorithms
ACD with Call Distribution Algorithms
Distribute a high volume of calls efficiently
Skills-Based Routing
Skills-Based Routing
Ensure calls are directed to the right agent resource
Priority Routing
Priority Routing
Prioritize calls based on criteria: customer data, IVR outcomes, etc.
Time-of-Day Routing
Time-of-Day Routing
Align routing to hours of operation and holidays
Voicemail Routing
Voicemail Routing
Route voicemails to a group of skilled agents during quiet periods to return calls
Web & Queue
Web & Queue
Give customers this convenient option, so the don't have to wait on hold
Incoming Call Whisper
Incoming Call Whisper
Gives the agent some context about the incoming call
Toll-Free Numbers
Toll-Free Numbers
Use one or more, or forward existing numbers to Five9
IVR with Intuitive Script Designer
IVR with Intuitive Script Designer
Drag and drop design of IVR flows for easy creation and maintenance
IVR Scheduling
IVR Scheduling
Align prompts to hours of operation and holidays
Professional Prompts for Effective Self-Service
Professional Prompts for Effective Self-Service
Comes with a default library or use your own custom audio files
Text-to-Speech & Speech Recognition
Text-to-Speech & Speech Recognition
Speech-enable your IVR so that callers can say and hear information in their language
In-Queue & Estimated Wait Time Announcements
In-Queue & Estimated Wait Time Announcements
Improve customer experience with audio announcements
CTI Screen Pop
CTI Screen Pop
Guide customer interactions and provide contact history
Post-Call Surveys
Post-Call Surveys
Easily configure surveys to get customer feedback and gain insight
CRM Integrations
CRM Integrations
Works with Salesforce, Oracle, Microsoft, NetSuite, Zendesk, and more
Agent Desktop
Agent Desktop
Give your agents an integrated environment to maximize customer experience
Agent Scripting
Agent Scripting
Automated scripts ensure relevant and consistent conversations
Contact Database
Contact Database
Capture and manage customer data with multiple options
Softphone
Softphone
Agent call controls including hold, transfer, and conference
Call Recording
Call Recording
Manage quality, resolve issues, and comply with legal requirements
At-Home Agent Capabilities
At-Home Agent Capabilities
Lower costs and increase your talent pool with remote agents
Easy-to-Use Administration Tools
Easy-to-Use Administration Tools
Manage your contact center with a familiar and efficient interface
Real-Time, Historical, and Custom Reports
Real-Time, Historical, and Custom Reports
Manage KPIs and SLAs, and improve performance with valuable insights

Learn More

Data Sheet: Inbound

Exceed customer expectations and keep pace with your business.