A Contact Center is a central point in an enterprise from which all customer contacts are managed. The contact center is a central point from which all customer interactions are managed. Through contact centers, valuable information about customers are routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of company’s customer relationship management (CRM) software system which provides detail records of interactions with history. The majority of medium and large companies use contact centers as a means of managing their customer interaction. These centers can be operated by either an in-house department responsible or outsourcing customer interaction to a Cloud Contact Center provider.
Deliver Great Experiences — Earn Customer Loyalty
Deliver exceptional customer service using the sophisticated routing capability of the Five9 Inbound Cloud Contact Center. Next-generation systems route calls to the right agents at the right time and automatically put the customer’s information on agents’ desktops so they can resolve the issue quickly. Customers can perform routine functions through intelligent IVR with advanced voice recognition and visual IVR on mobile devices, freeing up agents to focus their attention on higher-value interactions. Five9’s CTI “screen pops” give agents the information they need to personalize the customer’s experience, potentially turning routine service calls into revenue-generating opportunities.
Deliver exceptional customer service using the sophisticated routing capability of the Five9 Inbound Cloud Contact Center. Next-generation systems route calls to the right agents at the right time and automatically put the customer’s information on agents’ desktops so they can resolve the issue quickly. Customers can perform routine functions through intelligent IVR with advanced voice recognition and visual IVR on mobile devices, freeing up agents to focus their attention on higher-value interactions. Five9’s CTI “screen pops” give agents the information they need to personalize the customer’s experience, potentially turning routine service calls into revenue-generating opportunities.
What is an outbound call center?
Outbound call centers dial out to reach customers or prospects, and are typically used when a sales team is prospecting for new customers. Outbound call centers may utilize auto-dialer and predictive dialing solutions to help maximize agent productivity by increasing the amount of connections agents can make with customers.
Accelerating Sales with Next-Generation Automatic Dialer Technology
Five9 automated dialing solutions offer you a range of customizable dialing modes to align with your call center needs. The advanced dialer algorithms can predict when an agent will become available and adjust call rates to ensure there is a new call waiting for them.
Agents don’t waste time dialing and waiting. The dialers automatically screen out unanswered calls, hang-ups, and leave voicemails. So agents spend more time talking to customers, and productivity skyrockets.
Outbound call centers dial out to reach customers or prospects, and are typically used when a sales team is prospecting for new customers. Outbound call centers may utilize auto-dialer and predictive dialing solutions to help maximize agent productivity by increasing the amount of connections agents can make with customers.
Accelerating Sales with Next-Generation Automatic Dialer Technology
Five9 automated dialing solutions offer you a range of customizable dialing modes to align with your call center needs. The advanced dialer algorithms can predict when an agent will become available and adjust call rates to ensure there is a new call waiting for them.
Agents don’t waste time dialing and waiting. The dialers automatically screen out unanswered calls, hang-ups, and leave voicemails. So agents spend more time talking to customers, and productivity skyrockets.
One Platform, One Solution-
The Five9 Blended Contact Center allows agents to move easily between both inbound queues and outbound calling lists. Unlike most vendors, Five9 has developed both inbound and outbound platforms in-house. As a result, the Five9 Blended Call Center eliminates the technology gap between inbound ACD functionality, outbound dialers, and CTI and CRM integration. What this means for your agents — no more toggling back and forth between outbound and inbound calls. With Five9, everything is unified and delivered straight to the agent’s desktop.
The Five9 Blended Call Center with Active Blending automatically moves outbound agents to inbound queues on a per-call basis when traffic volume peaks. Five9 also enables inbound agents to switch to outbound calls during slow periods. The result is customer service and inside sales organizations that respond proactively to customers, improving customer satisfaction scores while also improving the productivity of the organization as a whole.
The Five9 Blended Contact Center allows agents to move easily between both inbound queues and outbound calling lists. Unlike most vendors, Five9 has developed both inbound and outbound platforms in-house. As a result, the Five9 Blended Call Center eliminates the technology gap between inbound ACD functionality, outbound dialers, and CTI and CRM integration. What this means for your agents — no more toggling back and forth between outbound and inbound calls. With Five9, everything is unified and delivered straight to the agent’s desktop.
The Five9 Blended Call Center with Active Blending automatically moves outbound agents to inbound queues on a per-call basis when traffic volume peaks. Five9 also enables inbound agents to switch to outbound calls during slow periods. The result is customer service and inside sales organizations that respond proactively to customers, improving customer satisfaction scores while also improving the productivity of the organization as a whole.
Engage Better. Respond Faster. Empower Agents.
Bridge the divide between different communication channels with Five9 Omnichannel. Communicate with your customers in the channel they prefer and increase your customer loyalty and satisfaction. Empower agents across all channels - voice and digital - with a unified desktop and contextual customer journey analytics.
Use omnichannel management applications such as real-time and historical reporting, recording, workforce management (WFM), quality monitoring, CRM integrations. Add Intelligent Routing and ensure that every interaction is delivered to the right resource at the right time, every time. With our channel hopping and escalation features, you are empowered to create true consumer-centric omnichannel experiences.
Bridge the divide between different communication channels with Five9 Omnichannel. Communicate with your customers in the channel they prefer and increase your customer loyalty and satisfaction. Empower agents across all channels - voice and digital - with a unified desktop and contextual customer journey analytics.
Use omnichannel management applications such as real-time and historical reporting, recording, workforce management (WFM), quality monitoring, CRM integrations. Add Intelligent Routing and ensure that every interaction is delivered to the right resource at the right time, every time. With our channel hopping and escalation features, you are empowered to create true consumer-centric omnichannel experiences.
Optimize Your Operations with Five9
Managing a call center can be difficult, but with the proper processes and technology in place, you can be assured that quality and quantity performance are being maintained. Five9 delivers real-time and historic, actionable insights based on contact center best practices. You get immediate answers to your most critical agent performance and operational questions. And with the new iPad supervisor app, you can spend less time at your desk and more time coaching and developing agents. Five9’s advanced workforce automation tools help you calibrate your contact center operations with optimum results. Achieve the right number of agents, steady occupancy, minimized overtime, accurate forecasts of traffic volume, low abandonment rate, and effective change management so that your contact center experiences great productivity gains at a minimized cost.
Managing a call center can be difficult, but with the proper processes and technology in place, you can be assured that quality and quantity performance are being maintained. Five9 delivers real-time and historic, actionable insights based on contact center best practices. You get immediate answers to your most critical agent performance and operational questions. And with the new iPad supervisor app, you can spend less time at your desk and more time coaching and developing agents. Five9’s advanced workforce automation tools help you calibrate your contact center operations with optimum results. Achieve the right number of agents, steady occupancy, minimized overtime, accurate forecasts of traffic volume, low abandonment rate, and effective change management so that your contact center experiences great productivity gains at a minimized cost.
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WFO Features:
- Identify Call Volume Trends - Predict Future Call Volumes - Create Agent Schedules - Monitor Agent Schedule Adherence - Automatically Adjust Agent Schedules - Call Recording - Real-Time Privacy Control |
- Screen Recording
- Recording Storage - Encryption - Coaching Packages - Out-of-the-Box Reports - Customizable Dashboards - Advanced Analytics |
Get High-Quality, Actionable Insights
Five9 provides easy access to the reports you need to monitor the key statistics of your contact center and develop operational insights for process improvement. Using Five9, you have access to real-time and historical data based on contact center best practices. Measure performance, gain insight, share successes with management, and take action on problems. Get the complete picture with more than 100 standard reports.
Five9 historical reporting includes a variety of advanced customizations including report templates, data columns, grouping, filtering, sorting, and time periods. Tailor reports to your needs and always have access to the latest relevant information you need to make critical decisions for your contact center operations.
Five9 real-time reporting provides statistical and key performance indicators (KPIs) so that supervisors can effectively monitor the contact center, manage agents and queues, and accelerate responses to changing conditions. Five9 Supervisor Dashboard enables you to set thresholds and alerts on real-time statistics like ACD queues, agents, campaigns, and lists.
Five9 provides easy access to the reports you need to monitor the key statistics of your contact center and develop operational insights for process improvement. Using Five9, you have access to real-time and historical data based on contact center best practices. Measure performance, gain insight, share successes with management, and take action on problems. Get the complete picture with more than 100 standard reports.
Five9 historical reporting includes a variety of advanced customizations including report templates, data columns, grouping, filtering, sorting, and time periods. Tailor reports to your needs and always have access to the latest relevant information you need to make critical decisions for your contact center operations.
Five9 real-time reporting provides statistical and key performance indicators (KPIs) so that supervisors can effectively monitor the contact center, manage agents and queues, and accelerate responses to changing conditions. Five9 Supervisor Dashboard enables you to set thresholds and alerts on real-time statistics like ACD queues, agents, campaigns, and lists.
Forecast Demand and Optimize Schedules with Five9
You've been tasked with achieving optimal agent coverage for your contact center with the fewest possible resources while also reaching key performance indicator (KPI) goals. Workforce Management (WFM) tools from Five9 help you strike the perfect balance between customer satisfaction and contact center efficiency.
Five9 provides market-leading WFM solutions with the help of our experienced WFM vendors, including Calabrio and Verint, so that you have the best tools to calibrate your contact center operations for optimal results: the right number of agents, steady occupancy, minimized overtime, accurate forecasts of traffic volume, low abandonment rates, and change management.
By automatically collecting Automatic Call Distribution (ACD) and outbound dialer historical data from the Five9 Cloud Contact Center platform, you can better align resource needs and calling patterns to keep your labor costs to a minimum.
You've been tasked with achieving optimal agent coverage for your contact center with the fewest possible resources while also reaching key performance indicator (KPI) goals. Workforce Management (WFM) tools from Five9 help you strike the perfect balance between customer satisfaction and contact center efficiency.
Five9 provides market-leading WFM solutions with the help of our experienced WFM vendors, including Calabrio and Verint, so that you have the best tools to calibrate your contact center operations for optimal results: the right number of agents, steady occupancy, minimized overtime, accurate forecasts of traffic volume, low abandonment rates, and change management.
By automatically collecting Automatic Call Distribution (ACD) and outbound dialer historical data from the Five9 Cloud Contact Center platform, you can better align resource needs and calling patterns to keep your labor costs to a minimum.
Forecast Demand and Optimize Schedules with Five9
You've been tasked with achieving optimal agent coverage for your contact center with the fewest possible resources while also reaching key performance indicator (KPI) goals. Workforce Management (WFM) tools from Five9 help you strike the perfect balance between customer satisfaction and contact center efficiency.
Five9 provides market-leading WFM solutions with the help of our experienced WFM vendors, including Calabrio and Verint, so that you have the best tools to calibrate your contact center operations for optimal results: the right number of agents, steady occupancy, minimized overtime, accurate forecasts of traffic volume, low abandonment rates, and change management.
By automatically collecting Automatic Call Distribution (ACD) and outbound dialer historical data from the Five9 Cloud Contact Center platform, you can better align resource needs and calling patterns to keep your labor costs to a minimum.
You've been tasked with achieving optimal agent coverage for your contact center with the fewest possible resources while also reaching key performance indicator (KPI) goals. Workforce Management (WFM) tools from Five9 help you strike the perfect balance between customer satisfaction and contact center efficiency.
Five9 provides market-leading WFM solutions with the help of our experienced WFM vendors, including Calabrio and Verint, so that you have the best tools to calibrate your contact center operations for optimal results: the right number of agents, steady occupancy, minimized overtime, accurate forecasts of traffic volume, low abandonment rates, and change management.
By automatically collecting Automatic Call Distribution (ACD) and outbound dialer historical data from the Five9 Cloud Contact Center platform, you can better align resource needs and calling patterns to keep your labor costs to a minimum.
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