Five9

Five9 is a leading provider of cloud contact center software, bringing the power of the cloud to thousands of customers worldwide and facilitating more than three billion customer interactions annually. Five9 helps organizations of every size transition from premise-based software to the cloud. Five9 helps businesses take advantage of secure, reliable, scalable cloud contact center software to create exceptional customer experiences, increase agent productivity and deliver tangible business results.Five9 features inbound, outbound, and blended and omnichannel call centers. The inbound call center features an Exceed Customer Expectations specification that distinguishes a brand in the crowded marketplace. It is involved in the preparation of delivering customizable customer services. It also boasts routing capabilities. It is involved in providing responsiveness and keeps the agents well-informed according to customer needs. ACD is a specification that ensures the delivery of callers to the right resource at the right time. It employs several interaction routing strategies that can be changed in minutes. It ensures contact center optimization for a business.

The Five9 IVR features cost-effective automated response capabilities. It has an easy design flow and prompts graphical tools. It is involved in maintaining a convenient information format. CTI and screen pop capabilities enable all relevant customer information to be viewed on the agent’s desktop. It is also involved in empowering the agents with the information that is needed to improve customer satisfaction. The Predictive Dialer is a feature that calculates the number of calls. It is based on connect rates, real-time data, and historical agent statistics. Power Dialer is another feature of Five9 that continuously dials at a fixed number. It functions on desired calls-to-agent ratio. Progressive Dialer is a feature that provides a variable calls-to- agent ratio. It determines the number of calls that the system needs to place as reps become available. Preview Dialer is an outbound call center feature that allows sales reps to review customer contact records prior to dialing. The amount of time can also be preset if desired. TCPA Compliance safeguards prevent automated dialing not in sync with Telephone Consumer Protection Act (TCPA) regulations. The blended call center feature enables follow-ups and courtesy calls during slow periods of the day. It also keeps contacts high by prioritizing inbound and return calls while working through calling lists. The omnichannel call center features the engagement on customizable channels. It features web, chat, email, voice calls social media, and mobile interactions. It allows responding more efficiently and provides a modified experience across all channels.

Five9

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