Blended Contact Centre:
Maximise Agent Productivity

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One Platform, One Solution

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 Call Centre eliminates the technology gap between inbound ACD functionality, outbound diallersCTI 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 Centre 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 organisations that respond proactively to customers, improving customer satisfaction scores while also improving the productivity of the organisation as a whole.

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Active Blending

Increase the number of productive contacts per hour by automatically adjusting your outbound calling operations based on inbound call volume.

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Single Interface

Take advantage of a single interface for your blended call centre. Eliminate time wasted toggling back and forth between outbound and inbound calls.

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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.
Matt Zemon
President & CEO, American Support

Datasheet: Blended Contact Centre

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 Centre with Active Blending.

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Whitepaper: Contact Centre Blending Best Practices

Find out the best practices used for blended contact centres in this report by DMG.

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Blended Contact Centre Features

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ACD with Call Distribution Algorithms

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Skills-Based Routing

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Priority Routing

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Web & Queue

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Toll-Free Numbers

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CTI Screen Pops

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IVR with Intuitive Script Designer

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Text-to-Speech & Speech Recognition

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Agent Desktop

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Contact Database

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CRM Integrations

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Call Recording

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Post-Call Surveys

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Predictive Dialler

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Progressive Dialler

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Power Dialler

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Preview Dialler

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Agent Scripting

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Answering Machine & Fax Detection

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Real-Time DNC List Management

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At-Home Agent Capabilities

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Easy-to-Use Administration Tools

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Real-Time, Historical, & Custom Reports

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Local Number Dialling

Boost Productivity with Five9

Stop wasting time on manual dialling 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.

Prospecting

Predictive dialling connects agents only to live prospects, maximising 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

Industry Leadership

Monthly or annual pricing - no long-term contracts.

Reliability

Powerful, scalable, and secure cloud solutions.

Industry Leadership

Recognised by Gartner as a leader in Contact Centres.

CRM Integration

Integrate with all the leading CRM packages.

Cloud Platform

All you need is a computer, a headset, and Internet.

Call +44 203 318 7902 for More Information