call center software

call center software ## Deliverables ACD Route callers to the right queue, with the right priority, and route them to the next available agent with the right skills. IVR Walk callers through self service applications or gather caller information needed to identify the best available agent. CTI Improve productivity by giving agents relevant and timely contact information, and integrate phone controls with your applications. Text-to-Speech Provide dynamic information to your contacts by automatically converting text data into spoken words. Toll-Free Numbers Provision new toll-free, international toll-free and DID numbers, or migrate existing numbers for your inbound call center. Call Conferencing Build sophisticated IVR applications that allow callers to create conference calls, by calling additional phone numbers to add participants. Voicemail Offer your callers an opportunity to leave voicemails for individual agents or the next best available agent. Agent Scripting Enable agents to deliver a consistent message to contacts, with a web-based agent script tailored to the purpose of each call. Call Recording Assess the quality of agent performance and the customer experience, and use recordings as supporting documentation for transactions. Quality Monitoring Ensure a positive customer experience by silently monitoring agent conversations with contacts, whisper coaching and barging in when needed. Historical Reporting Gain insight into call center performance, using over 100 customizable reports on ACD Queues, Agents, Calls, Campaigns, and more. Real-Time Reporting Use personalized dashboards, views and alerts to monitor real-time call center statistics on ACD Queues, Agents, and Campaigns. Contact History Database Maintain contact information and call activity so that it's available for IVR applications and at agents' fingertips while handling calls. Cloud APIs Build advanced software integrations between Five9 cloud-based call center software and other enterprise software applications. At-Home Agents Support virtual call center operations with a distributed workforce, flexible resource allocation, and new hiring models. VoIP Leverage the low cost and high scalability of the internet for your phone calls, with crystal-clear voice quality. CRM Integration Leverage our pre-built integrations to leading cloud-based CRM vendors Salesforce, NetSuite, RightNow, and Leads360. Predictive Dialer Boost productivity by automatically calling multiple contacts based on estimated agent availability, filtering out no-party-contacts. Power Dialer Increase productivity by simultaneously calling multiple contacts when an agent becomes available, filtering out no-party-contacts. Progressive Dialer Automatically call individual contacts when an agent becomes available, filtering out no-party-contacts. Preview Dialer Automatically call individual contacts when an agent becomes available, filtering out no-party-contacts. Agent Scripting Enable agents to deliver a consistent message to contacts, with a web-based agent script tailored to the purpose of each call. Campaign and List Management Operate multiple outbound and auto dialer campaigns using one or more lists, with robust contact filtering and dialing parameters. DNC Compliance Comply with applicable calling regulations by handling do-not-call (DNC) requests across your outbound and inbound operations. Data Import Easily import outbound calling lists and contacts with a user-friendly wizard or automatically via FTP. Call Recording Assess the quality of agent performance and the customer experience, and use recordings as supporting documentation for transactions. Quality Monitoring Ensure a positive customer experience by silently monitoring agent conversations with contacts, whisper coaching and barging in when needed. Historical Reporting Gain insight into call center performance, using over 100 customizable reports on ACD Queues, Agents, Calls, Campaigns, and more. Real-Time Reporting Use personalized dashboards, views and alerts to monitor real-time call center statistics on ACD Queues, Agents, and Campaigns. Contact History Database