Automatic Call Distribution:
Route Calls Intelligently
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Interaction routing, call routing, and ACD
Today’s modern contact center applications route not just phone call calls but interactions across all the channels that customers use to communicate with businesses including chat, email, social, and voice. As a leading provider of cloud based contact center solutions the Five9 Virtual Contact Center provides Omnichannel routing to agents located anywhere in the world. We provide self service applications and take data from other customer touchpoints, consolidate that data and provide it to agents just prior to routing the interaction so they have all the context of what your customer has been doing. Engagement Workflow, the Five9 self service and routing workflow tool lets you make changes to your self service, routing, and agent guidance strategies so you can provide the best possible customer experience in the face of dynamically changing market conditions.
Based on studies conducted by the Aberdeen Group (Source)
Omnichannel Routing
Engagement Workflow enables companies to design and deploy an end-to-end workflow that optimizes the customer experience for every channel.
Leverage customer information and behavior
Enterprises can deliver amazing customer experiences by using the out of the box capabilities of the Engagement Workflow engine to access and leverage relevant customer data.
Create a holistic customer journey
Engagement Workflow was designed to incorporate the breadth of a customers’ touch points into an easy to control customer engagement process. It uses the latest technology to resolve customer issues through self-service or assisted service.
Five9 helps us achieve one of our main contact center goals: answering all calls with a live agent within 10 seconds.
Datasheet: Inbound Contact Center
Business moves fast; so should your contact center. Learn about the robust features of the Five9 Inbound Contact Center can help you take your customer service to the next level.
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Inbound Contact Center 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
Five9 Is the Backbone of 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 center 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 center 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 center. With Five9, you can implement in just days and scale based on your business needs.
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