What is Five9?

Five9 is a call center and contact center solution for attracting leads, improving agent productivity, increasing income, and improving communication with customers. Its undoubted advantage is artificial intelligence that allows agents to provide customer experiences across email, phone, chat, and social media.

Five9 provides omnichannel tools including inbound and outbound call management, automatic call distribution, predictive dialer, progressive dialer, social customer service, chat, and more. Other features include web callback, speech-enabled IVR, agent scripting, historical dashboards, pre-built CRM integrations, etc.

Engagement Workflows manage customer experiences by routing calls to the right agent and serving them via the communication channel of customer preference. Besides, you also can review data and information in detail, automate cross-platform and sophisticated workflows. 

Smart dialers automatically skip busy signals and no-answers to ensure the next client is available when the next agent is ready. Robust outbound dialer and omnichannel routing provide the highest level of customer service and intuitive self-service options with Intelligent Virtual Assistant.

Five9 integrates with CRM systems such as Salesforce, Oracle, Microsoft and Zendesk, UC, APIs, and SDKs. 

You can increase the chances of resolution in the first call through a consolidated directory where agents can view details of all subject matter experts and route the customer to the right person with UC integrations. This is especially true for important calls that require expert attention.

APIs and SDKs allow customized integrations between the product and an organization’s proprietary applications through Cloud APIs. You can use enterprise software with minimal coding, immediate data access, and making configuration easy. 

In excellent Reporting and Analytics, users get a complete picture of performance through standard reports or real-time reports.