Call Center Software Features

All the call center features you need to run a world-class contact center in the cloud

Our virtual call center products include all of the features you need to run your call center operations effectively. The Five9 product line's breadth of inbound and outbound call center software features is unique among hosted cloud-based center software vendors.

blended call center feature datasheet

Five9 pioneered the virtual call center industry, and today is the leading cloud-based call center software vendor, offering the most features, the most advanced technology and delivering increased business flexibility and improved agent productivity through constant innovation.

Download the Blended Call Center Datasheet

 

Inbound Call Center Features

ACD Systems

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

IVR Software and Systems

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

CTI Software

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.

IVR 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.

More Inbound Call Center Features

Also included are the following blended call center features: Call Recording, Call Quality Monitoring, Historical Call Reporting, Real-Time Call Reporting, Contact History Database, Call Center Cloud APIs, At-Home Agents, VoIP

Outbound Call Center Features

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 Call Scripting

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

Outbound Call Campaign and List Management

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

Do Not Call (DNC) Compliance

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

Calling List Data Import

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

More Outbound Call Center Features

Also included are the following blended call center features: Call Recording, Call Center Quality Monitoring, Historical Call Reporting, Real-Time Reporting, Contact History Database, Cloud Call Center APIs, At-Home Agents, VoIP, Web Callback

Blended Call Center Features

Call Recording

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

Call Quality Monitoring

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

Historical Call Detail Reporting

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

Real-Time Call Center Reporting

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

Contact History Database

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

Cloud Call Center 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.

Workforce Management Features

Workforce Forecasting

Identify trends and predict future call volumes, handle times, and staffing requirements for your entire call center operation.

Workforce Scheduling

Create agent schedules that conform to working rules while optimizing your staffing costs based on forecasted headcount requirements.

Workforce Management Adherence

Monitor agent adherence to their current schedule in real-time, make intra-day adjustments, and report on historical adherence.