Inbound Call Centre: Deliver Great Customer Service

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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.

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Based on studies conducted by the Aberdeen Group (Source)

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ACD

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

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IVR

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

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CTI

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

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.

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Inbound Call Centre Software 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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Time-of-Day Routing

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Voicemail Routing

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Web & Queue

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Incoming Call Whisper

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Toll-Free Numbers

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IVR with Intuitive Script Designer

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IVR Scheduling

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Professional Prompts for Self-Service

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Text-to-Speech & Speech Recognition

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In-Queue & Estimated Wait Time

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CTI Screen Pop

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Post-Call Surveys

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CRM Integrations

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Agent Desktop

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Contact Database

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Softphone

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Call Recording

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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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Drag & Drop Script Design

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Agent Scripting

NJ 2-1-1 Case Study

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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Gain access to all contact center resources, such as demos, white papers, data sheets, and more.

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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.

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