Feature Guide
Five9 Intelligent Cloud Contact Center Platform
Five9 Contact Center Suite
The Five9 Intelligent Cloud Contact Center eliminates the hassle and expense of traditional on-premises contact centers. It is a complete cloud-based solution that enables agents to log in from anywhere with just a computer, headset, and high-speed internet connection.
Key Features:
- Handle inbound and outbound contacts across multiple channels (voice, email, SMS, webchat, video, social messaging apps).
- Deliver better customer engagements and faster response times.
- Integrate with CRM, unified communications (UC), workflow automation, workforce optimization, and more.
Key Modules and Features
Five9 Inbound Voice
- Interactive Voice Response (IVR): Self-service options for customers via DTMF, speech-enabled IVR, or visual IVR.
- Intelligent Virtual Agent (IVA): AI-powered virtual agents to handle common customer issues.
- Advanced Routing (ACD): Route calls based on customer data, IVR outcomes, and agent skills.
- Queue Callbacks: Allow customers to request a callback instead of waiting in a queue.
- Real-Time and Historical Reporting: Monitor and analyze contact center performance.
Five9 Outbound Voice
- Automated Dialers: Predictive, power, progressive, and preview dialing options.
- Lead Management Tools: Campaign and list management, DNC compliance, and web callback.
- CRM Integrations: Pre-built integrations with Salesforce, ServiceNow, Microsoft, Oracle, and Zendesk.
Five9 Digital Engagement
- Omnichannel Support: Handle interactions across voice, email, SMS, webchat, video, and social messaging apps.
- Natural Language Processing (NLP): Analyze text-based interactions for sentiment and categorization.
- Agent Guidance: Provide agents with relevant customer information during interactions.
Five9 Workforce Optimization (WFO)
- Workforce Management (WFM): Tools for planning, forecasting, scheduling, and agent adherence.
- Quality Management (QM): Call and screen recording, performance management, and advanced analytics.
- Gamification: Reward systems to motivate agents and improve engagement.
Five9 Reporting
- Real-Time Reporting: Monitor KPIs and contact center statistics in real-time.
- Custom Reports: Create tailored reports based on specific criteria.
- Scheduled Reports: Automate report generation and delivery.
Five9 Workflow Automation
- Pre-Built Connections: Integrate Five9 with external systems like CRM and order management.
- Automated Workflows: React to events in real-time across multiple systems.
Five9 Social Engagement
- Social Media Monitoring: Respond to mentions and automate follow-ups.
- Alerts: Notify supervisors of social media activity requiring attention.
Five9 Proactive Notification
- Real-Time Outreach: Automate customer notifications via phone, SMS, email, or social channels.
Additional Features
- Agent Desktop Plus: Unified interface for agents to handle interactions across all channels.
- Supervisor Plus: Real-time monitoring and management tools for supervisors.
- Global Voice: High-quality voice services with localized points of presence (PoPs).
- Application Integration: Seamless integration with CRM and UC platforms like Microsoft Teams and Zoom.
About CallTower
CallTower provides cloud-based Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) solutions, including Microsoft Teams Direct Routing, Cisco Webex, and Five9.
About Five9
Five9 is a leading provider of cloud contact center solutions, offering digital engagement, analytics, workflow automation, and workforce optimization to create exceptional customer experiences.
For more information, visit www.five9.com or call 1-800-553-8159.
