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Five9

Five9 helps contact centers of every size create powerful customer connections.

Five9

Five9 helps contact centers of every size create powerful customer connections.

Five9 helps contact centers of every size create powerful customer connections.

Five9 is a leading provider of cloud software for the enterprise contact center market. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud. Five9 provides businesses reliable, scalable, secure, and compliant cloud contact center software and delivers everything needed to connect customers to agents in the channels they prefer, whether it is phone, web, chat, email, sms, video, mobile or social media.

Product Features

Inbound Cloud Contact Center

  • Five9 Inbound Contact Center provides an all-in-one solution for customer service and support
  • Our cloud ACD ensures your callers are delivered to the right resource at the right time
  • The Five9 IVR gives you cost-effective automated response and self-service capabilities
  • Our CTI & screen pop capabilities enable all relevant customer information to be viewed by the agent
  • Agents can leverage history and additional context through integrations with your existing systems 
  • Pre-built CRM integrations to Salesforce, Oracle, Micrsoft, Zendesk and more

Outbound Cloud Contact Center

  • Accelerate sales momentum, improve contact ratios, and increase opportunities for conversions 
  • Leverage our Predictive, Power, Progressive, and Preview automated dialing technology
  • Comply with Do Not Call (DNC) list legislation with our unique Manual Touch Mode TCPA solution
  • Generate automated web callbacks and provide integrated agent scripting to increase leads and sales
  • Campaign & lead management tools that produce greater efficiencies and accelerate your sales moment
  • Pre-built CRM integrations to Salesforce, Oracle, Micrsoft, Zendesk and more

Blended Omnichannel Cloud Contact Center

  • Ensure the optimal agent productivity and customer experience through a unified omnichannel solution
  • Five9 blending enables automatic adjustments of outbound interactions based on inbound volume 
  • Engage with customers through voice, email, chat, video, email, SMS, social or mobile 
  • Five9 Connect includes a NLP engine to filter, categorize, prioritize and distribute interactions 
  • Enables personolized service by arming the agent with customer history, context and journey 
  • Common foundation for administration & reporting, so you can manage performance across all channels

Reporting and Analytics

  • Monitor and measure key contact center statistics while developing operational insights 
  • Supervisor Application & Dashboards provide real-time statistics, monitoring and alerts
  • The Five9 Supervisor App for iPad lets you multitask and manage agents from anywhere, anytime
  • Five9 provides a comprehensive overview of the contact center with 150+ standard historical reports
  • Clients can easily also extract data or customize reports, tailored to your buiness needs 
  • Five9 provides an organization-wide view of customer engagement performance 

Workforce Management & Optimization

  • Effectively calibrate operational efficiencies with customer satisfaction goals  
  • Five9 provides a full spectrum of WFO and WFM capabilities through a rich cloud ecosystem
  • Five9 Workforce Management (WFM) includes staffing tasks like forecasting, scheduling and adherence 
  • Five9 Quality Management (QM) includes interaction recording, performance management and analytics
  • Get the insight you need to tap into the 'voice of the customer'
  • Five9 uses Cloud API integrations to Authority, CallMiner, Calabrio and others

Five9 Cloud Infrastructure & TRUST

  • Five9 provides best-in-class reliability, scalability, compliance and security
  • Five9 publishes our system availability for real-time visiblity and transperancy of our performance
  • Carrier-grade, high-availability telephony infrastructure and voice network of connected carriers
  • Five9 supports a variety of connectivity options including Internet, P2P, MPLS, VPN and more
  • Five9 Cloud Security Office provides security against breaches and unforeseen events 
  • Geographic redundant datacenter solutions with 24-hour "follow the sun" network monitoring    

   

Product Benefits

The Five9 solution enables organizations to enhance the customer experience through omnichannel engagement, increase sales performance and improve the efficiency and cost of their operations. Our “simply smart” Virtual Contact Center solution empowers agents with the tools they need to understand their customers, and enable your contact center to excel.