Virtual Call Center Features

Call center software on-demand from Five9 provides all of the essential features needed to operate a best-in-class call center without the headaches of buying premise-based equipment

Hosted call center products from Five9 include all of the features you need to run your operations effectively, whether your call center is inbound, outbound or blended. For an inbound call center, our easy-to-use IVR, ACD, and Skills-Based Routing features will give you the tools to provide exceptional customer service while lowering operational costs. For an outbound call center, our Predictive Dialer will keep your agents productive and increase your sales revenues. And, when your call center is blended, our quality monitoring and agent performance management features will help ensure your operations run effectively.

Automatic Call Distribution (ACD) & Skills-Based Routing

When a live agent is needed, routes the call to the right queue, gives it the right priority, and routes it to the next available agent who is most capable of handling the call.

Predictive Dialer

The Five9 Predictive Dialer allows your call center to comply with regulations while improving productivity. It dials your call lists across multiple campaigns, detects answering machines and busy signals, avoids "do-not-call" numbers, and automatically adjusts the dialing pace according to agent availability.

Interactive Voice Response (IVR)

Creates menus that walk callers through the choices that lead them to self service information or provides the system the information it needs to identify the best agent for each call.

Computer-Telephony Integration (CTI)

Improves productivity by giving agents relevant and timely customer information and use of their PC workstation to perform telephony actions.

Voice over Internet Protocol (VoIP)

Phone calls are transmitted over the internet using Voice over IP technology. No phone lines are required for users and there are no long distance fees between users and the system.

At-Home Agents

Agents can log in from virtually any internet connection. Five9 allows you to support a distributed workforce, flexible resource allocation, and new hiring models.

Quality Monitoring

Supervisors can help ensure a positive customer experience by monitoring agent activity such as conversations with callers and inter-agent instant messages.

Voice Recording

Conversations between agents and callers can be recorded, either at the agent’s discretion or automatically, so that managers can assess the quality of the customer experience and use the recordings as supporting documentation for transactions.

Voicemail

Improves customer service by allowing callers to leave voicemails for agents that can be reviewed later by agents and managed by administrators. When voicemails are urgent, email notifications can be set to optionally attach the voicemail.

Real-Time Reporting

Supervisors can operate the call center more effectively by monitoring contact center statistics and Key Performance Indicators (KPIs), personalizing their views and alerts, and viewing real-time information in an Excel dashboard.

Historical Reporting

Supervisors and Administrators can view and export forty-five standard reports on Calls, Campaigns, Call Dispositions/Outcomes, Dialing Lists, and Users.

Customer History Database

Key contact information about every inbound and outbound customer is available at agents' fingertips, improving productivity and promoting full documentation of every call.

Web Integration APIs

Five9 supports web integration APIs that can be used to send important contact history data to an external web service or open contextual information for a call.

Toll-Free Numbers

Within 48 hours, Five9 can provision new toll-free numbers for your inbound call center. Additionally, existing toll-free numbers can usually be migrated to the Five9 Virtual Call Center.

Call Scripting

Use call scripting to ensure consistent call handling that improves the customer experience, increases sales revenues, and lowers agent training costs.

Campaign and List Management

Capability to manage and filter lists, use extensive configuration and calling profile options, and tune campaign parameters on the fly to improve your outbound campaign performance.

Do-Not-Call List Compliance

Five9 products are designed to support compliance with applicable calling regulations, including do-not-call (DNC) and call abandonment restrictions.

Data Import

Five9 administrators can easily import outbound calling lists and associate them to campaigns. Lists are dialed according to the sort order that was imported, or they can be shuffled to randomly dial the records.

Web Callback

By using our developer’s toolkit, a website can be integrated with Five9 so that sales leads and other types of callback requests from the website are added to an existing calling list.

Auto-Dialer

The Five9 Auto- Dialer allows your call center to comply with regulations while delivering pre-recorded messages. It dials your call lists across multiple campaigns, detects answering machines and busy signals, avoids "Do-Not-Call" (DNC) numbers and allows called parties to add themselves to the DNC list, and can connect a party to a live agent when needed.