Blended Call Center

Everything You Need for a World-Class Virtual Call Center

The Five9 blended call center software package combines our inbound and outbound call center products to provide everything you need to run a blended call center operation effectively. Our robust call center management tools are unique among hosted software providers, offering seamless operations and a truly blended environment.

With Five9's call center software on demand, you get all the benefits of a dedicated premise-based call center system, without the costs, delays or headaches. Our Blended Call Center enables you to:

  • Improve productivity with blended agents
  • Measure success across your entire operation
  • Unify inbound call results with outbound campaigns

Build your 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Eliminate the hassle and expense of your outdated infrastructure.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.

Tie it all together
The world's leading blended call center software enables you to amaze your customers by providing a consistent experience with your call center. With Five9, you'll keep your inbound and outbound operations unified.


Blended Call Center Features

ACD

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

IVR

Walk callers through self service applications or gather caller information needed to identify the best available agent.

CTI

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

Toll-Free Numbers

Provision new toll-free, international toll-free and DID numbers, or migrate existing numbers for your inbound call center.

Call Conferencing

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

Speech Recognition

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

Text-to-Speech

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

Voicemail

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

PBX

Add Five9 On-Demand Call Center Software to your existing PBX infrastructure for advanced CTI, IVR, ACD, Predictive Dialing, and more.

Call Recording

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

Quality Monitoring

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

Historical Reporting

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

Real-Time Reporting

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

Predictive Dialer

Boost productivity by automatically calling multiple contacts based on estimated agent availability, filtering out no-party-contacts.

Power Dialer

Increase productivity by simultaneously calling multiple contacts when an agent becomes available, filtering out no-party-contacts.

Progressive Dialer

Automatically call individual contacts when an agent becomes available, filtering out no-party-contacts.

Preview Dialer

Automatically call individual contacts when an agent becomes available, filtering out no-party-contacts.

Agent Scripting

Enable agents to deliver a consistent message to contacts, with a web-based agent script tailored to the purpose of each call.

Campaign and List Management

Operate multiple outbound and auto dialer campaigns using one or more lists, with robust contact filtering and dialing parameters.

DNC Compliance

Comply with applicable calling regulations by handling do-not-call (DNC) requests across your outbound and inbound operations.

Data Import

Easily import outbound calling lists and contacts with a user-friendly wizard or automatically via FTP.

Cloud APIs

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

At-Home Agents

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

VoIP

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

Web Callback

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

Contact History Database

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


 All Virtual Call Center Features