What is Five9?
Categories & Use Cases
Media
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Top Performing Features
Predictive dialing
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
Category average: 8.7
Interactive voice response
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
Category average: 8.7
Call analytics
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
Category average: 8.3
Areas for Improvement
Omnichannel inbound routing
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
Category average: 8.6
Validate callers
Authenticates inbound callers with a customer ID.
Category average: 8.8
Call scripts
Providing agents with a predefined conversation script.
Category average: 8.2
