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Provider Overview

Founded in 2001, Five9 was one of the earliest providers of hosted contact center solutions. Their first contact center solution, the Five9 virtual contact center, was released in 2003. In the years since, they have added features that have made it easier and faster for contact center agents to connect with their customers. They have over 1,800 customers worldwide, and have offices in The US, the UK, Russia, and The Philippines.

Five9 offers inbound, outbound, and blended contact center solutions that can be scaled quickly on demand. Five9 is part of an ecosystem of products that integrate well with popular marketing platforms. Customers who sign with Five9 are able to focus more on having successful agents and less on infrastructure costs.

 

Five9 Pricing and Services

 

Most Popular Plan:

Blended Contact Center

  • Combines Inbound and Outbound Contact Center Packages
  • Gives priority to inbound customer service calls
  • Matches outbound agents to inbound call queues
  • Salesforce integration
  • Oracle RightNow integration
  • NetSuite integration
  • Velocify integration
  • Microsoft Dynamics CRM integration
  • Screen pop
  • Multiple points of contact, including Social Media, chat, email, and mobile
  • Panoramic timeline
Contact Center Features
  • Integration with many popular CRM software, including Salesforce, Oracle RightNow, NetSuite, Velocify, and Microsoft Dynamics CRM
  • Integration with customer support software, including Zendesk
  • Screen pops
  • Predictive dialer
  • Power dialer
  • Preview dialer
  • Time zones
  • Speech recognition IVR with Natural Language Processing engine
  • Multiple points of contact, including Social Media, chat, email, and mobile
  • Panoramic timeline
  • Visual IVR customer self-service tool for smartphones
  • Multichannel reporting integrated directly with Social Media sites, chat, mobile, and email
  • Dashboards
  • Mobile Supervisor app
  • Real time KPI statistics
  • Next best actions script
  • Call recording with scoring retrieval
  • Business control and routing engine
  • Visual Customer Feedback surveys
All Available Plans & Services:

- Inbound Contact Center

  • Agent scripting
  • Priority routing to VIPs
  • Web integration APIs
  • Post-call automated surveys
  • Presence engine
  • Skills-based routing
  • Screen pop
  • CRM Integration
  • Natural Language Processing engine
  • Social media integration
- Outbound Contact Center
  • Predictive dialer
  • Preview dialer
  • Progressive dialer
  • Click2Dial website widget
  • Automated call schedules
  • Workflow rules
  • Complies with “Do Not Call” registry
  • Screen pop
  • CRM integration
  • Social media integration
- Blended Contact Center
  • Unifies Inbound and Outbound Contact Center Packages
  • Gives priority to inbound customer service calls
  • Matches outbound agents to inbound call queues
  • Allows follow up for both successful and abandoned calls
Help & Support Options:
  • 24x7 support: 1-866-553-1459
  • Email support
  • Online support
  • Premium support includes direct access to support team, dedicated Technical Account Manager, and ongoing consultation.
  • In-person or online training available
 

Editor's Bottom Line of Five9

 

The holy grail of guaranteed uptime is 99.999%, or “five nines.” Any company with the name Five9 would have to have bulletproof reliability, and they don't disappoint. At their Network Operating Center, they monitor web traffic flow 24/7 to prevent and mitigate downtime. Customer data is backed up at multiple locations, in case of a natural disaster or other emergency. As for security, they have a wide variety of measures to ensure that your data is securely protected against hackers and malware. Their stringent security protocols make it a favorite for government, financial, and healthcare contact centers.

Five9 has a number of in-house programs and partnerships to ensure that subscribers don't run afoul of the national Do-Not-Call registry. They have both annual or monthly contracts.

Five9 is a big believer in playing well with others. Their platform works with Salesforce, Oracle RightNow, NetSuite, Velocify, and Microsoft Dynamics CRM, and also with help desk software like Zendesk.

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