ACD

Route callers to the right queue, with the right priority, and route them to the next available agent with the right skills.

Route every call to the right agent every time

With the easy-to-use visual call routing designer in our automatic call distribution (ACD) system, call center administrators can ensure that each caller is handled appropriately. With support for ACD Queues and Skills-Based Routing, Five9 inbound call centers have the flexibility to prioritize inbound call traffic to maximize business results. And, when queue times are long or a particular agent is unavailable, callers can leave voicemail for subsequent follow-up. While callers are in queue, hold music and in-queue announcements can provide estimated wait time and help reduce abandoned calls. And, when distributing calls to agents, the Five9 ACD can prioritize available agents based on longest wait time, round robin, min calls handled, and more.

A seamless and consistent experience

By utilizing Five9′s ACD & Skills-Based Routing technology you will fulfill your callers’ expectations as they enjoy a seamless and consistent experience from the moment they are in touch with your company. And, you will be confident knowing that your business objectives are always considered when routing inbound traffic to agents.

Learn More About the Five9 ACD System

Five9 provides many valuable resources on this website to help you learn more about Automatic Call Distribution (ACD). We encourage you to  download additional information to help you learn more about our technology and products.

 

 

IVR

Walk callers through self service applications or gather caller information needed to identify the best available agent. A must-have feature for any inbound contact center.

Provide advanced IVR self-service applications for your callers

With support for text-to-speech and speech recognition, you can offer self-service applications that differentiate your company from your competitors and help reduce staffing costs by automating the handling of more phone calls. And, with the ability to use web services to retrieve data from external systems and databases, your IVR applications can provide more data to your callers, gather more information about the callers to make routing decisions, or even update external systems with call-related data.

Increase customer satisfaction

By utilizing Five9′s IVR technology you can provide self-service options to your callers and increase customer satisfaction as they enjoy a seamless and consistent experience from the moment they are in touch with your company. And, your agents will be more productive with important and timely customer information at their fingertips, reducing your call center’s cost of operations.

Learn More About IVR

Five9 provides many valuable resources on this website to help you learn more about Interactive Voice Response (IVR). We encourage you to  download additional information to help you learn more about our technology and products.

 

 

CTI

Improve productivity by giving agents relevant and timely contact information, and integrate phone controls with your applications.

Use CTI to make your agents more productive when handling calls

Many call centers using traditional phone systems and complicated Computer-Telephony Integration (CTI) solutions find that the costs of implementing and maintaining such cumbersome integrations simply don’t outweigh the benefits.

By taking advantage of Voice-over-IP technology, Five9 alleviates the complexity of premise-based solutions and provides all of the benefits of having integrated computers and telephony. Contact and call data can be used by the Five9 IVR and ACD to make better call routing decisions, and the information can be presented to agents based on layouts associated with user and campaign profiles. The Five9 system can also be configured with custom contact fields to store relevant customer information, and custom call variables for call-related data. All custom data fields can be configured as a variety of data types, and their display and input properties can be controlled to ensure consistent data entry and presentation.

Advanced CTI screen pop features

By leveraging so many advanced CTI screen pop features, your callers will be happier because they don’t need to repeat information they already provided, and agents will be more productive because they don’t need to re-enter any information already gathered about the caller. By using the information associated with each call to make more effective routing decisions, your call center will operate successfully and deliver high-impact business results.

 

Toll-Free Numbers

Provision new toll-free, international toll-free and DID numbers, or migrate existing numbers for your inbound call center. In addition to providing easy-to-use software, Five9 makes the purchase and deployment process as easy as possible by working with multiple carriers to provision the toll-free numbers that you need to support your inbound call traffic. And, if you already have existing toll-free numbers, they can usually be migrated to the Five9 Virtual Call Center Suite.

Toll-free numbers, simply

Whether you’re launching a new call center, upgrading an existing call center, or simply adding more toll-free numbers, you can trust Five9 to work with carriers on your behalf. You will be able to ensure that your call center management team remains focused on business priorities such as operations and personnel.

 

Call Conferencing

Build sophisticated IVR applications that allow callers to create conference calls, by calling additional phone numbers to add participants.

Create conference calls in the Five9 IVR

The Five9 IVR and Agent application enable a variety of call conferencing capabilities that can be quickly added to your business processes. Since Five9 provides hosted call center software, all of your conferencing can be done within a single platform, both in the IVR and with your agents. You can build sophisticated IVR applications that allow callers to create conference calls, by calling additional phone numbers to add participants. Within the IVR applications, you can record the conference calls, and even route the recordings to agents for further processing or evaluation.

Our call conferencing features

Agents can conference in an IVR application while handling live calls, to automate the recording of essential parts of a phone conversation. And, agents can optionally create a conference call by adding participants when handling any call.

 

Speech Recognition

Deliver advanced IVR self-service applications to your callers by enabling them to provide speech input in addition to DTMF.

Use speech recognition for enhanced IVR self-service applications

The Five9 IVR with Speech Recognition delivers all the tools you need to meet your callers’ expectations for service quality and efficiency. Your customers will be able to call your company at any time and gain access to efficient IVR self-service applications that enable them to provide touch-tone (DTMF) or speech input, depending on their preference or the circumstances of the call. Using the latest in advanced speech recognition technology, the Five9 IVR will analyze spoken input and provide an appropriate response, including easy-to-configure confirmations and error prompts for cases when the speech recognition engine cannot effectively hear the caller’s input. Your IVR can provide self-service options for bill payment, store and branch locations, debt collections and accounts payable, appointment reminders, order status, reservations, and more – saving your agents’ time for more complex, high-value phone calls.

Advanced development capabilities

All of your IVR applications can be designed with our user-friendly graphical editor, supporting advanced development capabilities including call variables (call attached data), web services queries and posts, branching logic, regular expressions, functions, formulas, and more. And, if your callers need to be routed to an agent, the Five9 platform provides a seamless flow from IVR to ACD for skills-based routing.

Comprehensive Hosted Speech Driven IVR

Five9 offers a comprehensive hosted IVR solution for all of your IVR self-service applications. By utilizing our platform you’ll be able to meet or exceed your callers’ expectations, delight your customers, and set your company apart from the competition.

 

Text-to-Speech

Provide dynamic information to your contacts by automatically converting text data into spoken words.

Use text-to-speech to provide dynamic information to callers

An essential part of any self-service or IVR application is the ability to provide dynamic information to your contacts by automatically converting text data into spoken words. With Text-to-Speech, you can enable your IVR applications to repeat callers’ input, provide order status and account information, appointment details, and more. The Five9 IVR is a feature provided by the Inbound Call Center, and supports DTMF input, robust options for call variables, data queries via web services, branching logic, seamless integration with the Five9 ACD, and an easy-to-use graphical designer for all your IVR Scripts and call flows.

Comprehensive text-to-speech and IVR

Five9 offers a comprehensive hosted IVR solution for inbound call centers. By utilizing our Text-to-Speech technology inside your IVR applications, you’ll be able to meet or exceed your callers’ expectations, delight your customers, and set your company apart from the competition.

 

Voicemail

Offer your callers an opportunity to leave voicemails for individual agents or the next best available agent.

Enable callers to leave voicemails for your agents

When your customers require personalized service from your agents, it can pose a significant operational challenge. Frequently, call centers must find a balance between customer service and efficiency. One of the ways that you can provide more personalized service without incurring significant additional costs is by allowing callers to leave voicemail when agents are unavailable, and returning those calls during call center downtimes.

Integrated voicemail functionality

With Five9′s integrated voicemail functionality, callers can leave messages that can later be reviewed by agents and managed by administrators. Voicemails can be directed to a specific agent, or to any agent possessing the appropriate skill. When voicemails are urgent, email notifications can optionally attach the voicemail to the message. Administrators can also move voicemails between agents to assure a timely response.

 

PBX

Add Five9 On-Demand Call Center Software to your existing PBX infrastructure

If you’re a small or medium-sized business looking for a hosted PBX solution, you should also consider whether you will require call center software. Or, if you already have a PBX, consider using Five9 software to power your call center operations. High-performing sales, service and support organizations leverage integrated PBX and call center solutions to drive user productivity and keep costs low.

Advanced CTI, IVR, ACD and Predictive Dialing for your PBX

As the leading provider of on-demand call center software, Five9 is partnered with a number of leading on-demand PBX providers and offers multiple options for interoperating with PBX platforms. You can add the Five9 hosted call center software to your existing or new PBX infrastructure for advanced CTI, IVR, ACD, Predictive Dialing, and more. Agents can use their PSTN phone lines for their PBX, or for a SIP-based connection with Five9 they can use a VoIP gateway that is connected to the PBX.

PBX integration options

With convenient PBX integration options to quickly and easily deliver CTI, IVR, and ACD capabilities on top of your existing telephony infrastructure, Five9 can deliver a low-cost alternative to expensive on-premise call center technology, providing all the same productivity and cost savings benefits.

 

Call Recording

Assess the quality of agent performance and the customer experience, and use recordings as supporting documentation for transactions.

Record any or all calls to assess agents and maintain regulatory compliance

As consumers become more accustomed to self-service and less-frequent personal interactions with the companies they trust with their business, the stakes with each interaction become much higher. Many call centers are now considered the “face” of the company and executives are eager to ensure that every caller is greeted and serviced in a friendly and accommodating manner.

Flexible call recording

The Five9 Virtual Call Center Suite provides call recording capabilities that allow you to record some or all of the calls between agents and callers, or even calls that complete in the IVR, and review them afterwards. Call recordings captured in the IVR can be routed to agents for evaluation or further processing. And, call recordings are available via the Five9 Reporting application, enabling robust filtering capabilities to quickly and easily identify the recordings that require review. And, by sending the recorded calls to a File Transfer Protocol (FTP) location of your choice, they can be stored indefinitely for compliance or agent training purposes.

Improve customer loyalty

By adopting regular reviews of voice recordings, your call center will deliver on your executives’ business objectives. You will be able to ensure a consistent and quality customer experience, make agents more effective and productive in sales and service, and improve customer loyalty.

 

Quality Monitoring

Ensure a positive customer experience by silently monitoring agent conversations with contacts, whisper coaching and barging in when needed.

Monitor calls to ensure a positive customer experience and business outcome

With agent training costs representing a persistent challenge in most call centers, many have implemented quality monitoring technologies and processes to help ensure a consistent and positive customer experience.

Five9 call center quality monitoring enables supervisors to monitor agent activity and instant messaging, and authorized users can listen to call recordings via the Five9 Reporting application. Supervisors can silently monitor live calls for a selected agent, or randomly monitor calls for campaigns that the supervisor manages.

Additionally, supervisors can escalate from silent monitoring, to “whisper coaching” advice to agents that the other parties on the call cannot hear, or to “barging in” to to the call to speak with all parties. The monitoring status of each agent is color-coded and visible to other supervisors, so that all can see which agents are currently being monitored.

Complement agent training

By utilizing Five9′s built-in call center quality monitoring features as a complement to your other agent training programs, you can ensure that today’s best practices become tomorrow’s standard practice.

Historical Reporting

Gain insight into call center performance, using over 100 customizable reports on ACD Queues, Agents, Calls, Campaigns, and more.

Use historical reporting from Five9

Call centers are dynamic environments: inbound traffic is constantly fluctuating, outbound lists and campaigns change, and the agent workforce is continually evolving. In order to maintain predictability in a call center environment, managers must have available to them historical call center reporting data that provides insights into trends and rising challenges.

Over 100 standard reports built-in

The Five9 Virtual Call Center Suite provides over 100 standard reports with call center metrics on ACD Queues, Agents, Calls, Campaigns, IVR Scripts, Lists, Contacts, Do-Not-Call, and Worksheets. Reports can be viewed within the web-based application or exported into a spreadsheet application for more detailed analysis and archival, and reporting data is also available via the Reporting Web Services API. Five9 users can leverage standard reports to view detailed information about every call, summarized information about campaign performance and call outcomes, and key metrics of agent performance.

Robust custom reporting features

With advanced customization options including a selection of report templates (Tabular, Summary, Matrix), data columns, grouping, filtering, sorting, and time periods, you will always have up-to-date access to the relevant information you need to make call center operations decisions. And, with report scheduling, FTP and sharing options, you’ll be able to automatically distribute key information to decision makers and stakeholders throughout your organization and beyond.

By using Five9 historical call center reporting to review your call center performance and gain insight into past successes and new challenges, you can manage an ever-changing environment, build a world-class call center and outperform your competitors.

 

Real-Time Reporting

Use personalized dashboards, views and alerts to monitor real-time call center statistics on ACD Queues, Agents, and Campaigns.

Use real-time reporting from Five9

Every call center relies on statistics to measure performance; however, in many cases, metrics are unreliable and outdated. Frequently, information used to make daily operational decisions is pieced together from historical reports from multiple systems.

Integrated real-time information

By leveraging the integrated and consistent real-time information available from the Five9 Virtual Call Center Suite, supervisors can monitor call center statistics and performance against customer service goals, personalize their views and alerts, and view real-time information in an Excel dashboard. The Five9 Supervisor application provides a comprehensive selection of real-time call center statistics for inbound and outbound call centers that each user can choose to include in their interface. Statistics are available for Agents, ACD Queues, Campaigns, Lists, and more. When advanced charting and data transformation capabilities are desired, users can create tailored Excel dashboards that refresh in real time.

Armed with the most current information about your call center, you will operate more effectively by optimizing performance according to the metrics that are important to you.

 

Contact History Database

Maintain contact information and call activity so that it’s available for IVR applications and at agents’ fingertips while handling calls.

Maintain contact and call history for a complete customer view

One of the leading sources of customer frustration with call centers is a prevailing impression that the call center agents do not know enough about the customer and their recent interactions with the company. Such negative impressions can lead to customer attrition and lost market share. Additionally, when customers are required to repeat information or explain previous interactions, it frustrates them and diminishes agent productivity.

End customer frustration

Five9 is built to ensure that call centers of all sizes can retain customer contact history and avoid customer frustration. Whether your call center is inbound, outbound or blended, the Five9 Virtual Call Center Suite includes a database of contacts for your company that all agents can access and update as they interact with your customers. Each call for a contact is readily available, along with any call notes entered by agent. Agents can look up contacts, view recent contacts, add scheduled callbacks, and click to dial the customer directly from their contact info.

With the Five9 Contact History Database, you will ensure that every interaction with your customers is captured and available for every agent in your call center. Your agents will be more productive, and your customers will be more satisfied with their call center experience.

 

Cloud APIs

Build advanced software integrations between Five9 on-demand call center software and other enterprise software applications.

Integrate Five9 call center software with your business applicationsCall center operations are often part of larger business processes that span across an entire company. Often, these business processes are managed using a variety of commercial and home-grown business applications. As more companies move to cloud computing solutions for their infrastructure, the ability to integrate with existing on-premise systems is an essential capability of any cloud-based software.

Industry-First Five9 Cloud Computing Platform for Call Centers

The Five9 Cloud APIs (Application Programming Interfaces) are included in the first-of-its-kind Five9 Cloud Computing Platform for Call Centers, enabling advanced software integrations between Five9 on-demand call center software and other enterprise software applications. Our call center APIs consist of a CTI Web Services API that is designed for computer-telephony-integration on the desktop, a Configuration Web Services API that is designed to integrate the common call center administration functions such as adding agents, configuring skills, adding new leads to lists, managing campaigns, and more, and a Reporting Web Services API that enables the retrieval of call log and agent reporting data. Any call center developer may also sign up online to join the Five9 Developer Program.

Robust integration options

With robust integration options based on contemporary technology, such as web services, that enables effective use of cloud computing solutions, the Five9 Cloud Computing Platform for Call Centers is the leading option for your advanced call center cloud computing and integration needs.

 

At-Home Agents

Support virtual call center operations with a distributed workforce, flexible resource allocation, and new hiring models.

Staff remote agents for your call center, anywhere in the world

Over the years, call centers have consistently struggled to improve agent satisfaction and reduce agent attrition, because it results in higher operational and training costs and diminishes the quality of the customer experience. Due to the increased adoption of VoIP, virtual call center technology, and outsourced call centers, and in the interest of reducing the commuting costs and ecological impact of an in-house workforce, companies have recognized that staffing at-home agents can offer lower operational costs, more rewarding agent and customer experiences, and ultimately improved employee retention rates.

Agents Anywhere

Since the Five9 Agent application is entirely browser-based, as long as they have an internet connection and a USB headset, agents can log into the system from anywhere in the world. Supervisors can easily monitor their remote agents as effectively as if they were in the same building, by listening to recordings and live phone calls, viewing their real-time performance and status, and sending messages to them individually or broadcasting to groups.

By incorporating at-home agents into your workforce, you can expect lower call center costs, improved employee satisfaction, productivity and retention, and your customers will enjoy a better call center experience. This flexible workforce arrangement, supported by Five9 technology, means your customers will enjoy a better call center experience.

VoIP

Leverage the low cost and high scalability of the internet for your phone calls, with crystal-clear voice quality.

Use VoIP for crystal-clear phone calls

Five9 allows you to make the move to a VoIP call center on your terms, using either a VoIP gateway or the built-in Agent Softphone based on SIP (Session-Initiation Protocol, the leading standard for VoIP communications). As a result, no phone lines are required for users and there are no long distance fees between users and the system, leading to a significant reduction in operational costs.

Reduce costs with VoIP

With over ten years of experience deploying and using internet telephony and call center VoIP, Five9 can help you make the move to VoIP and streamline your operational costs. Our professional services and customer success teams use advanced network assessment tools to verify your available bandwidth and identify potential network latency issues to ensure high quality of service (QoS) and crystal-clear conversations with your customers.

Web Callback

Integrate websites with Five9 so that visitors can request immediate or scheduled callbacks from your call center.

Use web callback to schedule return calls for your website visitors and sales leads

Today, consumers are primarily browsing the internet to inform their purchasing decisions. Virtually every company has a website that provides information about available products and services. However, many companies do not leverage their website’s full potential to generate sales.

Shorten time to contact

Five9 provides a Web Callback capability that allows you to capture requests from website visitors for a return phone call from a sales representative. By using the Five9 Cloud APIs, a website can be integrated with the Virtual Call Center Suite so that sales leads and other types of callback requests from the website can be added to an existing outbound calling list. Callbacks for hot leads can be dialed immediately, and callbacks to other website visitors can be scheduled or dialed according to other outbound campaign settings.

By ensuring that your website is delivering web callback leads to your sales team, you benefit from improved lead quality and increased revenues, as well as improved productivity from your sales staff.