Five9 is a leader in providing cloud contact center software. The company is dedicated to help customers to transform their contact center into customer engagement center of excellence along with an in-depth understanding of the expense and complications involved in operating a contact center.
With Five9, inbound meets outbound to result in active blending. Five9 contact center provides you with an amazing blend of outbound and inbound capabilities which work together flawlessly to ensure active blending. Five9 lets you proactively respond to the customers and build an entirely different and overwhelming customer experience as well as maximize the agents’ productivity.
Active blending features adjust to your company’s contact center traffic – always giving priority to inbound customer service phone calls. On the other hand, dynamic predictive dialer feature automatically moves outbound agents to the inbound queues and if there is no inbound call in the queue, it gets shifted to outbound call processing. With Five9, you can see a huge gain in your company’s overall productivity, enjoy better key performance indicators or KPIs and also experienced enhanced customer satisfaction.
Five9 stands out from its competitors. Five9 active blending lets you configure your business rules easily to add and schedule to outbound queue automated follow-ups on every interaction. It helps you maximize agent if there is no call in the queue for,
- Proactively following up on abandoned phone calls
- Finding out how the customers like and enjoy latest product purchase
- Flagging negative surveys for customized attention
- Letting customers know if an order has been delivered or an issue is solved out
The components of Five9 work together as a single and comprehensive system removing technology gap between the outbound dialers and inbound automated call distributor.
- CTI & Screen Pop
- Power Dialer
- IVR (Interactive Voice Response)
- Progressive Dialer
- ACD (Automatic Call Distributor)
- Preview Dialer
- Skills-Based Routing
- Web Callback
- Queue Callback
- Campaign & List Management
- Speech Recognition
- CRM Integrations
- Cloud APIs
- Real-Time Reporting & Dashboards
- Over 100 Standard Reports
- Predictive Dialer
- Social Customer Care
- Mobile Customer Care