Five9 Intelligent Cloud Contact Center

A Modular Platform for Exceptional Customer Experiences

Core Voice Capabilities: Inbound & Outbound

At its heart, Five9 provides robust and scalable voice solutions for both inbound customer service and outbound sales or service campaigns. The platform intelligently routes and manages every call to ensure efficiency and effectiveness.

Inbound Call Flow

Intelligent Voice Response (IVR)
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Automatic Call Distribution (ACD)
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Skills-Based Routing
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Connected to Best-Fit Agent

Outbound Dialer Options

Predictive Dialer
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Power & Progressive Dialers
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Preview Dialer
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Engaged with Right Party Contact

✨ AI-Powered Script Generator

Describe a customer scenario to instantly generate a professional call script.

Omnichannel Digital Engagement

Engage with customers on their preferred channels. Five9 unifies all digital interactions—email, chat, SMS, and social media—into a single agent desktop, providing a seamless and consistent customer journey across all touchpoints.

  • 💬 Web & Mobile Chat
  • 📧 Email Management
  • 📱 SMS/MMS Messaging
  • 🌐 Social Media Messaging

✨ AI-Powered Response Drafter

Enter a customer query to generate a tailored response for any digital channel.

Hypothetical Channel Distribution

Workforce Optimization Suite

Performance Management
Quality Management
Workforce Management

Empower your agents and managers with a suite of tools designed to improve contact center performance and efficiency. From scheduling and forecasting to quality assurance and gamification, the WFO suite helps you get the most out of your team.

  • Workforce Management: Accurately forecast staffing needs and create optimal schedules.
  • Quality Management: Record, review, and score interactions to ensure quality standards and compliance.
  • Performance Management: Use dashboards, scorecards, and gamification to motivate agents.

AI & Automation Engine

Leverage practical AI to automate routine tasks and provide intelligent assistance. Five9 AI solutions enhance both self-service and live agent interactions, driving efficiency and improving customer satisfaction.

  • Intelligent Virtual Agents (IVA): Automate conversations on voice and digital channels for self-service.
  • Agent Assist: Provide real-time guidance and information to agents during calls.
  • Workflow Automation: Automate post-call work and other repetitive processes.

Comparative Impact of AI Features

Integrations & Extensibility

Five9 seamlessly integrates with leading CRM and UC systems, including Salesforce, Zendesk, Microsoft Teams, and more. With a rich library of APIs and SDKs, you can also build custom integrations and extend the platform to meet your unique business needs.

Salesforce Zendesk Oracle Microsoft ServiceNow REST APIs

Analytics & Reporting

Key Performance Indicators

Gain deep insights into your contact center operations with historical and real-time reporting. Customizable dashboards allow you to monitor the KPIs that matter most to your business, from agent performance to customer satisfaction.