Outbound Call Center Software
Cloud-based Predictive Dialer Software for Outbound Call Centers
The Five9 Outbound Call Center is the market-leading hosted dialer software for telemarketing and telesales. With Five9 you’ll increase productivity up to 300% using our predictive dialer, and leverage our solution to manage outbound campaigns, contact leads, generate sales opportunities, proce
ss debt collections, administer surveys, conduct political initiatives, and more.
With our cloud-based outbound call center software you get all the benefits of a premise-based dialer, without the costs, delays or headaches. The Five9 Outbound Call Center enables you to:
- Increase productivity up to 300%
- Reach sales leads faster
- Convert more sales opportunitiesBuild your outbound call center in the cloud
Eliminate the hassle and expense of your outdated infrastructure. Five9 offers all the functionality of on-premise technology, with all the cost savings benefits of cloud computing. More and more contact centers are switching to advanced cloud-based outbound solutions from Five9 to realize improved agent productivity and increased business flexibility.Reach leads faster and close more sales
Contact center studies show that agents who reach prospects first close more deals. Five9′s advanced technology allows you to integrate your website with our predictive dialer, so that prospects who submit a form online can be immediately called back by an agent.Turbocharge your sales operations
The world’s leading cloud-based outbound call center software and predictive dialer enables your company to sell more, at a lower cost. With Five9, every time you dial your contacts, it improves your bottom line.
Outbound Call Center Features
Predictive Dialer
Boost productivity by automatically calling multiple contacts based on estimated agent availability, filtering out no-party-contacts.
Predictive dialing boosts agent productivity by up to 300%
Five9 provides the market-leading hosted predictive dialer to automate your outbound calling campaigns and boost productivity up to 300%. In any industry, when you regularly make outbound calls to your customers and are looking for ways to improve your productivity, the Five9 dialer can help. Because the software is a hosted predictive dialer in the cloud, it’s easy to set up and use. And, because it is available on-demand, you pay only for the capacity you need, easily adding capacity as your business grows.
What is a predictive dialer?
A predictive dialer is an automated telephone dialing system that enables call center agents to dramatically increase their number of live connections. Unlike traditional autodialers, which merely dial telephone numbers for agents, predictive dialers connect agents only to calls that are actually answered by people, freeing agents from the need to listen to unanswered calls, busy signals, disconnected lines, or answers from fax machines, answering machines and other automatic services.
Predictive dialers use mathematical formulas to predict both the average time it will take for calls to be answered and agent availability, adjusting the dialing rate accordingly. A predictive dialer learns from average call length when to anticipate that an agent will soon become available and speeds up and slows down the dialing rate accordingly. The dialer monitors how calls are answered and discards unanswered or otherwise unsuccessful calls. A good predictive dialer can also analyze unsuccessful calls to determine if the number needs to be called back later or requires special handling, such as a manual call by an agent.
Predictive dialers become more accurate at predicting average call length and agent availability as more agents use the system. The reason is simply that averages based on large samples are more accurate than averages based on small ones. When more agents use the predictive dialer system, more calls are made and there are more data points from which to derive the average call length.
Studies have shown that predictive dialing can increase call center agent talk time from 15 minutes per hour to 48 minutes per hour, or by up to 300%.
Automate your outbound dialing
Predictive dialers do it all for you automatically: they run through your calling lists across multiple campaigns, detect answering machines and busy signals, avoid “do-not-call” numbers to ensure compliance with regulations, and automatically adjust the dialing pace according to recent statistics that help predict future agent availability.
Manage your outbound campaigns
With easy-to-use settings for answering machine detection and dropped calls, campaign-specific “safe harbor” messages, list priority and ratios, contact filtering, sorting and more, you can fine-tune the predictive dialing software so that your business goals are achieved while you stay compliant with telemarketing regulations.
Preview Dialer
Provide agents an opportunity to review a contact’s details prior to placing calls to the contact’s phone numbers.
Maximize business results
The Five9 preview dialer software offers companies a way to increase employee productivity while handling these complex customer interactions. Because the software is hosted, it’s easy to set up and use. And, because it is available on-demand, you only pay for the capacity you need, easily adding capacity as your business grows.
Agents review contact information before placing calls
Each contact is automatically delivered to agents based on robust campaign settings such as list priority and ratios, contact filtering, sorting and more. You can provide your call center agents and employees an opportunity to review contact details prior to placing calls to any of the contact’s phone numbers, putting essential information in their hands so they can better prepare for the call, maximizing the chances of a positive business outcome. The system automatically suggests the next number to dial based on campaign settings, and agents can optionally skip records that should not be dialed.
Improve customer satisfaction
With the Five9 preview dialer taking the hassle out of complex interactions, you will be able to handle more calls, and by providing the right information at your agents’ fingertips, you will be able to improve customer satisfaction and business results.
Power Dialer
Increase productivity by simultaneously calling multiple contacts when an agent becomes available, filtering out no-party-contacts.
Use the Five9 Power Dialer to increase agent productivity and call more contacts
Five9 provides the market-leading hosted power dialer to automate your outbound calling campaigns and boost productivity up to 300%. In any industry, when you regularly make outbound calls to your customers and are looking for ways to improve your productivity, the Five9 power dialer can help. Because the software is hosted, it’s easy to set up and use. And, because it is available on-demand, you only pay for the capacity you need, easily adding capacity as your business grows.
Automate your outbound dialing
A power dialer does all the heavy lifting for you automatically: it runs through your calling lists across multiple campaigns, automatically detects answering machines and busy signals, avoids “do-not-call” numbers to ensure compliance with regulations, and enables you to control the pace of phone calls according to a convenient sliding “calls to agent” ratio.
Improve productivity within days
With easy-to-use settings for answering machine detection and dropped calls, campaign-specific “safe harbor” messages, list priority and ratios, contact filtering, sorting and more, you can fine-tune the Five9 dialer so that your business goals are achieved while you stay compliant with telemarketing regulations.
By leveraging the Five9 power dialer, your outbound call center or business will enjoy vastly improved productivity while complying with regulations, within a matter of days. As a result, you will be able to make more calls and generate even greater revenues than you are achieving today.
Progressive Dialer
Automatically call individual contacts when an agent becomes available, filtering out no-party-contacts.
Use the Five9 Progressive Dialer to eliminate unproductive calls
Five9 provides the market-leading hosted progressive dialer to automate your outbound calling campaigns and boost employee productivity. In any industry, when you regularly make outbound calls to your customers and are looking for ways to improve your productivity, the Five9 progressive dialer can help. Because the software is hosted, it’s easy to set up and use. And, because it is available on-demand, you only pay for the capacity you need, easily adding capacity as your business grows.
Automate your outbound dialing
A progressive dialer does all the heavy lifting for you automatically: it runs through your calling lists across multiple campaigns, automatically detects answering machines and busy signals, and avoids “do-not-call” numbers to ensure compliance. Since every dropped call has a significant negative consequence, progressive dialing enables you to control the pace of phone calls according to agent availability, dialing one phone number at a time when an agent becomes available.
Maximize business results
With easy-to-use settings for answering machine detection, list priority and ratios, contact filtering, sorting and more, you can fine-tune the Five9 progressive dialer to maximize your business results.
Agent Scripting
Enable agents to deliver a consistent message to contacts, with a web-based agent script tailored to the purpose of each call.
Use Five9 Agent Scripting to deliver consistent messages in your contact center
Five9 provides a flexible system for agent call center scripting that allows Administrators to easily define a series of worksheet questions and agent-entered responses that will help the agents work through a predictable, branching conversation that meets your service and sales expectations. Additionally, all of the agent-entered information is associated with the call and contact, and is available via reports. You can also create custom HTML and JavaScript-based agent scripts that present contact and call information efficiently, maximizing agent productivity.
Increase agent productivity and sales revenue
By using agent call scripting to ensure consistent call handling even among less-experienced agents, you will enjoy improved customer satisfaction, increased sales revenues, and lower agent training costs.
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.
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.
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.
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.
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.
Campaign and List Management
Operate multiple outbound and auto dialer campaigns using one or more lists, with robust contact filtering and dialing parameters.
Manage all your outbound campaigns
Five9′s campaign and list management capabilities provide a robust set of parameters that allow you to ensure your campaigns run smoothly. Administrators can import and export lists, filter, sort and prioritize the lists for dialing, dial list records based on ratios, and adjust extensive configuration and calling profile options, even while campaigns are running. Each campaign can utilize its own set of “dispositions” or call results, which are used throughout the Five9 system to track campaign results. Agents can automatically participate in multiple campaigns, based on the skills with which they’ve logged in.
Optimize campaign performance
By leveraging Five9′s easy-to-use list and campaign management features, you will be able to optimize the performance of your campaigns, resulting in increased agent productivity and sales revenues.
DNC Compliance
Comply with applicable calling regulations by handling do-not-call (DNC) requests across your outbound and inbound operations.
Comply with applicable outbound telemarketing and debt collection regulations
Five9 helps you comply with this legislation by letting you upload your company’s supplemental Do Not Call list, which prevents these numbers from being dialed by your outbound and autodialer campaigns, and even manual calls placed by agents. In addition, you can automatically track requests for Do Not Call from inbound return calls, and enable agents to fulfill callers’ requests to be placed on the Do Not Call list in real-time. You have the option to override the Do Not Call list with customers that you have permission to call. Additionally, with Five9′s Predictive Dialer and Power Dialer capabilities, you can comply with the U.S. Federal Trade Commission’s Telemarketing Sales Rule that limits “abandoned” marketing calls.
Stay compliant without hindering productivity
By using Five9′s built-in DNC list management and other regulatory compliance features, you�ll find it much easier to honor applicable legislation without hindering agent productivity.
Data Import
Easily import outbound calling lists and contacts with a user-friendly wizard or automatically via FTP.
Easily and automatically import lists and contacts
Five9 provides essential data import tools to ensure that calling lists and contacts can be uploaded accurately and as frequently as desired. Using automatic scheduled FTP file transfers or a user-friendly wizard, Five9 administrators can import .csv-formatted files to add, update or remove calling list records and contacts. Unique identifiers or a phone number can be used to ensure contact information is consistent and doesn’t contain duplicate records. Existing contacts can also be automatically added to lists via scheduled reports, enabling targeted campaigns based on contact details and call history. Data is imported in the background, so administrators can continue working on other tasks. A summary of the data import results is provided to the administrator when the import is completed, and the results can also be sent to one or more email addresses.
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.