Five 9
Five 9 is an American public company founded in 2001, offering a cloud-based contact centre solution to businesses. The software is designed to create an integrated platform to manage customer interactions using omnichannel routing, workforce optimisation and workflow automation. As a result, colleagues are encouraged to collaborate and work together to improve customer service, which can be reflected by an increase in sales or successful expansion of the client base.
For further information and pricing on phone systems, click here.
FIVE 9 Bundles
Currently, there are four bundles offered by Five 9: Core, Premium, Optimum and Ultimate. They each progress in advancement and target different areas of the contact centre. Therefore are helpful to businesses with varying needs.
- The Core bundle provides a voice contact centre that helps distribute incoming calls and intelligently optimise outgoing calls; it is considered a blended call centre because calls can be made and received by agents, allowing two-way communication. Whilst incoming calls are prioritised and held in a queue. Outgoing calls are made to update customers or search for potential new clients. Agents can also use the integrated desktop to view how many calls are in the queue and which employees are online and can record calls for training, dispute or informative purposes.
- The Premium bundle includes all of the Core bundle elements and additional digital engagement features to communicate with customers by both voice and text messaging. This package incorporates instant messaging, such as via chats, which is useful when some customers cannot speak by phone for several reasons. By messaging, some clients feel more comfortable and can explain and understand more clearly by visualising information on the page. Additionally, agents can use email to contact both customers and colleagues, which is useful when opting for a formal conversation or send attachments.
- The Optimum bundles include all of the Premium bundle features and use workforce optimisation to increase productivity. For instance, quality management helps leaders supervise agents and ensure that their customer service is maintained at a high level, done by recording their interactions and having evidence of customer feedback. This can be done by having customers do surveys, complete feedback forms, or even checking analytics. Furthermore, workforce management tools such as forecasting the number of agents necessary in certain peak hours or seasons or recording the volume of calls or absences agents have helped keep a level of quality and ensure customer needs are being met.
The Ultimate bundle also includes all Optimum bundle features and focuses on workflow automation. Essentially, this helps tasks be completed more independently without agents having to do all of the work, hence saving time and decreasing employees’ workload. An example of this is proactive notifications, whereby agents are notified to call specific contacts or initiate conversations with them so that there are always tasks to be done and agents can be consistently active.
Five 9 Customer Reviews |
Value for Money |
4.0/5 |
Features |
4.1/5 |
Ease of Use |
4.2/5 |
Customer Support |
4.3/5 |
Five 9 Features
Although the bundles target different elements of a contact centre and can therefore be helpful to a wide range of businesses, some useful additional features can make them even more effective.
Artificial Intelligence (AI) is a time-efficient way to manage calls because agents are not needed for these tasks and can therefore focus on their more pressing responsibilities.
- For instance, an Intelligent Virtual Assistant (IVR) acts as a receptionist and distributes calls to the appropriate departments based on a series of questions that the caller must answer.
- Alternatively, the IVR can direct customers to platforms, for example, if their queries can be answered elsewhere on the website.
- Consequently, more agents are available, and calls are transferred to agents with the right skill set to help, preventing customers’ time from being wasted.
- Another helpful add-on is Customer Relationship Management (CRM) integrations.
- CRM focuses on increasing sales, ensuring effective marketing and achieving satisfactory customer service by keeping reports and analytics, having notifications set up for deadlines or important events, and feedback forms.
All together, this helps to improve customers’ experience because they are consistently being interacted with, and this can be verified by the number of sales or engagement on social media. Five 9 offers CRM integrations with several other forms of software like Zendesk, Salesforce and Microsoft, all of which analyse data and display it on an individualised dashboard so that employees can easily access data.
Five 9 – To Conclude
In conclusion, Five 9 is a contact centre provider for businesses, designed to create stronger customer relationships and increase revenue. There are four plans available, appealing to the different needs.
Other Useful links
Sugar CRM
Teamwox
Workbooks
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