The Contact Center Dilemma
Today’s customers are quite demanding. They want faster service, knowledgeable agents, and new ways to communicate-and it’s tough to keep up. We know you struggle with the need to reduce your operational costs, increase revenue and conversions, cross-sell and upsell, and still provide your customers with what they really want.
Balance your need to contain costs and still maintain a great customer experience by leveraging the cloud for your contact center.
All the Features, None of the Hassle
With the Five9 Blended VCC suite, you receive all the features and benefits you’ve come to expect from on-premise contact center infrastructure systems, with none of the complexity and long deployment times.
And unlike many other cloud contact center infrastructure vendors, the Five9 VCC suite is built entirely from the ground up for the cloud. We’ve been enhancing the platform for over 12 years, so you can take advantage of a mature product with a rich feature set.
Improve Agent Productivity with Active Blending
Ensure the optimal mix of agent productivity and customer experience by taking full advantage of the peaks and valleys in contact center traffic.
Active Blending technologies adjust to your traffic as it ebbs and flows, enabling automatic adjustments of outbound calling based on inbound call volumes.
Based on your business rules, Active Blending automatically moves outbound agents on a per-call basis to inbound queues when traffic volume peaks. When there are no inbound calls in queue, it shifts them back to outbound call campaigns. Inbound service levels are maintained while agents can switch to outbound calls on a call-by-call basis during inbound traffic lulls. This ability greatly increases the number of productive contacts per hour by each agent.
Active Blending Gives Customers What They Really Want: Active Service
Five9 Active Blending technology allows your customer service or inside sales organization to respond proactively to your customers. Additionally, you can configure business rules to schedule and add to the queue, automatic outbound follow-ups on any interaction. Active Blending also lets you:
- Schedule “thank you” or other follow-up calls for sales orders or service calls based on your business needs
- Notify customers when their product has been shipped, or a problem is resolved
- Do queue callbacks
- Follow up on abandoned calls
- Call back negative survey responses
- Handle any interaction that needs to be flagged for future outbound follow up
Give your customers what they want: Active service and information transparency.Give your employees the tools they need to keep your customers happy.
You’ll see huge gains in agent productivity, improved key performance indicators (KPIs), and increased customer satisfaction with our unique approach to Active Blending.
Insight into Your Entire Call Center
When using Five9 for both inbound and outbound call center operations, you benefit from unified real-time and historical reporting applications that deliver performance results across all your campaigns and agents. In real time, you can listen to agents for both inbound and outbound calls and review the intraday performance of your campaigns for key metrics such as sales volumes. Historical reports offer additional insight into agent performance across call types and unified customer history across your operations.