The Leading Provider of Cloud Contact Center Software: Five9

Creating Powerful Customer Connections since 2001.

The biggest challenge for any contact center is managing multiple customer interactions across multiple channels while giving the customer a seamless experience. Given its traditional role at the front line of customer service, the contact center is the logical home of the customer journey. In the digital era, it is critical that contact center teams redefine the value of the contact center to an organization and gear up with the latest technological advancement.

Meet Five9, the leading provider of cloud contact center software. The company helps contact centers of every size create powerful customer connections.

Complete Set of Integrated Capabilities- Five9 software creates more successful customer interactions while increasing contact center productivity, without the capital expense and maintenance costs of premise-based systems.

Leverage Extensive Cloud Expertise- With the experience of thousands of customer implementations, it is laser-focused on building, implementing, and supporting an easy-to-use, complete cloud contact center solution.

Benefit from Secure, Reliable, and Scalable Contact Center- Five9’s software is built on a flexible architecture that adapts to your changing needs. Companies can turn agent seats on and off as needed, avoid the hassle of maintaining infrastructure and focus on converting interactions into brand loyalty.

Access an Extensive Ecosystem of Partners- Enhance the Five9 cloud contact center platform with leading customer relationship management (CRM), analytics, workforce management, performance management solutions, and telephony providers.

Gain a Trusted Partner- Five9 takes the time to understand its customers’ requirements, tailoring deployments to specific needs and performing data collection and analytics to improve operations, optimize usage, and drive better business outcomes.

Benefits of a Cloud Contact Center

Balance your need to contain costs with your need to maintain a great customer experience by leveraging the power of the Five9 cloud for your contact center. Developing contact centers the old way, with on-premise hardware and software, was complex, expensive, and time-consuming. Moving your contact center to the cloud changes everything — say goodbye to large upfront investments, long deployments, expensive maintenance, difficult upgrades, and managing multiple vendors. With Five9, you get all the rich functionality of a legacy on-premise system but with even more benefits: control, time savings, scalability, business agility, flexibility, reliability, and its years of cloud contact center experience.

Make your contact center move as fast as your business. Switch to the Five9 cloud and get up and running in a matter of days. And don’t worry about getting trapped in any long-term contracts — with Five9, you can pay as you go on a monthly basis.

Scalability: Thanks to the flexibility of the cloud, you can scale seats as needed — all it takes is a phone call. Deploy your cloud contact center in a matter of days, and pay as you go with no long-term contracts.

Self-Sufficiency: Even non-technical people can set up, manage, and change sophisticated routing strategies, IVR scripts, and call prompts. Business users can be self-sufficient, reducing reliance on consultants and IT.

Security & Reliability: Five9 is designed with advanced encryption, intrusion detection, firewalls, and a vulnerability management system to protect your voice traffic and data. Redundant data centers mitigate service disruptions.

Five9 Solutions: One Platform, Infinite Possibilities

Five9 has the technology, industry, and contact center experience to help you succeed. Whether you choose Five9 inbound, outbound, or our blended solution, you are equipped with a system designed to support all types of business and industry applications.

Whatever your role in the organization — whether you are an agent, customer service executive, sales manager, contact center manager, or IT/technical manager — Five9 will help you achieve your goals.

In Gartner’s analysis of Contact Center as a Service (CCaS) providers, Five9 has been positioned as a leader and rated highest in ability to execute. With our cutting-edge technology and years of contact center industry experience, Five9 has the tools and expertise to help you succeed.

Sales and Telemarketing: Triple your productivity, increase lead conversion rates, and exceed your inside sales quota with the best-in-class Five9 Virtual Contact Center.

Five9 has the technology and experience to lower your costs and exceed your performance goals. Five9 also offers pre-built integrations for leading CRM systems, campaign management, automated dialing tools, and reporting capabilities that can help you drive your results to new heights.

• Telemarketing: Increase Call Center Productivity- The Five9 Outbound Contact Center delivers higher productivity while helping you maintain compliance with regulations such as the Telephone Consumer Protection Act (TCPA). The Five9 Predictive Dialer lowers your cost per lead and improves agent efficiency, with up to three times more contacts per hour.

• Sales: Deliver Higher Close Rates- Whether you are an inbound center, an outbound sales operation, or a blended combination of inbound and outbound sales, with Five9 you’ll experience higher contacts and sales per hour and faster ramp-up times for new agents.

• Marketing: Lower Your Cost per Lead- For marketing operations that need to nurture suspects and convert leads into sales opportunities, Five9 delivers the ability to reach more leads per hour with the information your reps need to convert leads faster.

Customer Service: Transform your customer service to proactively deliver powerful customer connections with our unique blended inbound and outbound solution.

Customer service is more strategically important than ever before, and customers are also more demanding than in the past. With Five9, you can close the gap between your customer service goals and the service you are actually able to deliver. With sophisticated features like ACD intelligent call routing, customer self-help through IVR, and CTI screen pops to inform agents of customer history, Five9’s inbound contact center has all the tools you need to deliver exceptional inbound customer service to even the most demanding customers.

Five9 also provides advanced workforce management tools to help supervisors maintain high-quality service. With real-time and historical data insights at your fingertips, you can transform your contact center into customer service centers of excellence. And because Five9 is in the cloud, your agents can log on from anywhere — all they need is an internet connection.

• Create Loyal Customer Advocates: Give your customers a great experience that they’ll want to share. CTI screen pops help agents address relevant customer concerns and best-in-class social engagement keeps customers involved.

• Impact the Bottom Line: Maximize up-sell and cross-sell opportunities using ACD call routing to direct customers to the best agent for the job along with CTI screen pops to inform agents about customer buying history.

• Improve the Agent Experience: Five9’s easy-to-use Agent Desktop Plus interface means happier agents, which in turn means lower turnover costs. Supervisor features help agents provide high-quality responses.

Outsourcing: Make huge productivity gains by providing your clients with the ability to scale quickly and deliver real-time visibility into business outcomes.

With Five9 solutions in the cloud, business process outsourcers (BPOs) can scale operations as needed, turn on agent stations instantly, and align to changing business demands in real time — all while maintaining predictable costs. Five9’s cloud platform has been built from the ground up specifically for quick, easy deployments and maximum scalability. Easily manage the demands of multiple clients by quickly responding to fluctuations in staffing and traffic.

Five9 is a pioneer in cloud contact center solutions that require little to no implementation time, so you can instantly add qualified agents and win more deals. Built-in CRM integrations and cloud APIs make it easy for you to connect to client processes, information, and reporting. Furthermore, your agents can be located anywhere — in your center or at their homes through call center outsourcing. All they need is a computer, a headset, and an Internet connection. By taking the complexity out of the equation, Five9 makes it easy for BPOs to focus on their business.

• Agile Staffing: Scale as needed, have agents anywhere and supervisors everywhere, and enjoy “pay-as-you-go” One phone call is all it takes to add new agents and line capacity. Outsource your call center today to scale efficiently.

• Agent Productivity: Five9 Active Blending automatically switches agents between inbound and outbound calls on a call-by-call basis according to your business rules. Active Blending increases productivity, agent engagement, and margins.

• Ongoing Support: Five9 stands by you 24/7 with ongoing support resources, even after your contact center is up and running. The company is dedicated to your success. Extended support options are also available.

Debt Collections: Reach more debtors faster with Five9. Increase debt recovery rates, lower costs, and improve your agent productivity.

Five9's automated smart dialing features reduce time wasted dialing and waiting for no-answers and allow your agents to focus on the live connections they make. The Predictive Dialer intelligently calculates dialing rate based on agent availability and historical data. The Power Dialer gives you maximum control by letting you set your own dialing rate. The Preview Dialer pops debtors' information to agents' screens in order to better inform them and help them make the most out of each interaction.

• Increase Recovery Rates: Five9 automated dialers filter out no-answers and voicemails, allowing your agents to contact more debtors each day. Real-time and historical reporting enables you to identify optimal times to reach debtors and maximizes your chances of debt recovery.

• Reduce Operational Costs: Eliminate the time waste of manual dialing and maximize your agents' effectiveness by allowing them to focus on making the most of live connections using the Five9 Predictive Dialer.

• Enhance Agent Effectiveness: Agents can review important details about each debtor, take notes, and use scripts to ensure consistent and effective communication while maximizing debt recovery.

Small & Medium Business: Enjoy all of the functionality of expensive on-premise contact center solutions with none of the hassle, hardware, and upfront costs.

Five9 makes it possible to offer the same great sales and customer service as enterprise companies, but without the armies of technical people, up-front costs, complex infrastructure, and truckloads of hardware. Using the cloud, you can scale seats as needed, deploy in days, and pay as you go.

Five9 was designed to help contact centers of all types and sizes take control of their operations and get up and running quickly. Technical and non-technical people alike can easily administer the Five9 system, and even informal contact centers can greatly benefit from a cloud solution due to its flexibility, power, and ease of use.

With Five9, you can harness the speed and flexibility of the cloud while getting all the robust features of on-premise systems. Whether you’re seeking inbound, outbound, or blended contact center software, Five9 has the solution for you.

• All-Inclusive Features: One low monthly price includes contact center software, softphones, CRM integration, reporting software, agent and supervisor desktops, telephone service with toll-free numbers, and more.
• Agents Anywhere: Agents can log in and take calls from anywhere — all they need is a computer, headset, and Internet connection. With the Supervisor iPad app, supervisors can monitor and coach agents from anywhere, too.
• Ongoing Support: Five9 stands by you 24/7 with ongoing support resources, even after your contact center is up and running. We are dedicated to your success. Extended support options are also available.

Greet the Leading Man

Rowan Trollope, CEO: Rowan Trollope is CEO of Five9, a leading provider of cloud contact center software for the enterprise. Rowan is passionate about how digital transformation revolutionizes the way we communicate, in particular how organizations bring personalized experiences to their customers. He joined Five9 as CEO in May 2018.

Rowan is a recognized Silicon Valley leader and has a depth of experience in software solutions and cloud innovation. He is a self-proclaimed geek and taught himself to program on a Commodore 64 at a local Radio Shack and holds a number of patents in computer security and operating systems.

Prior to Five9, Rowan was SVP and General Manager of Cisco’s Applications Group and a member of the executive leadership team. Under Rowan’s leadership, he refreshed the entire collaboration technology portfolio, simplifying the product line and winning over 20 awards for outstanding product design.

Prior to Cisco, at Symantec, he was Group President sales, marketing, and product development, responsible for cloud security and the SMB market. He developed and grew the company’s Software as a Service strategy and expanded their cloud-based delivery and customer support models.

“We are driven by a passion to transform contact centers into customer engagement centers of excellence, coupled with a deep understanding of the cost and complexity involved in running a contact center.”