The Five9 Virtual Contact CenterTM
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Agenda
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Solution Overview
Five9 Agent Interface
Five9 Administrator Interface
Five9 Supervisor Interface
Example Reports
Technical Requirements
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About the Five Solution
• The Five9 Virtual Contact Center was built
from the ground up to be fast and simple to
deploy, easy to learn, scalable and
geographically independent
Low Entry Costs
Ease of Configuration and Management
Straightforward and robust user interface
Short Deployment Period

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The Five9 Virtual Contact Center™
Provides all the benefits of a premise-based ACD
WITH no hardware, no software, no phone lines!
• On-demand, VoIP hosted solution
• Offers complete telephony
functionality
• Provides capacity on demand
• Fast ROI
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Example Deployment – Softphone
And Five9 Agents can be located anywhere
there is a broadband connection and appear as
if they are all part of the same Contact Center
Customer
to be
serviced
Public
Network
Inbound/
Outbound
PSTN Calls
VCC
Data Center
Five9 Home
Agent
With a USB headset, the Five9 Agent Desktop
includes all call controls and a Softphone – no
Modem,
other hardware
isCable
required
Leveraging
Five9 VoIP,
•ACD/IVR
•CTI
•Dialer
•Reporting
•VoIP Server
•PSTN Gateway
DSL Router, etc.
Agents can be located
anywhere in the world and
Five9
Agent
connect to Five9 with
NO
toll1
charges…
Internet Router
Five9 Agent 2
The Five9 Data Center houses all
of the VCC technology, servers,
Internet
databases, and the telco and
Five9 Voice and CTI Traffic
Internet connections. The major
Five9 Agent 3
contact center components are:
Because Five9 provides all the phone
Between the Data Center and your agents, Five9
lines, customers do not need to
manages both voice and CTI traffic via your Internet
purchase (or wait for) any additional
connection (bandwidth requirements are about 50K
lines
from
their
telco
carrier
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per agent when using our Softphone)
Five9 Demo
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…to their
“Ready”
with just one click
Agents control
availability
and can go from “On Break”…
Options to put the call on
Five9Chat
Agents
also transfer to
Hold,
withcan
other
other Agents, Skill Groups, even
The interface also includes agents,
an rd and Record live
to 3 party numbers for
area for Agents to make andcalls are built into the agent
verification services or for hot
interface…
save notes
lead transfers
And with the built in Contact
…including a built-in PCManager, contact information
Based Softphone
fields can be customized to
display the correct field values
(in this demo, all fields from email
through case ID are custom fields)
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Five9 Agent
Call Arrival Notification
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Agent is in “Ready” state
as call arrives…
Five9 Agent
For Inbound calls, if there is a
match for the Caller ID (ANI),
Five9 will automatically display
all of the available contact
information
Call Arrival Notification
When a new call arrives, the Call
Notification Screen pop is
For calls generated
by the
automatically
launched
withFive9
the Dialer,
the system
will information
automatically
caller’s
contact
(ifscreen
pop the contact/list data that was
available)
The Five9 CTI Server will also
uploaded when you created your
display if it is an Inbound call
or if it was generatedThe
buyCall
theNotification Screen pop outbound telemarketing lists
will also display which Campaign
Five9 Outbound Dialer
the call is coming from (useful
when agents are taking calls
from multiple Campaigns)
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Five9 Agent
Dynamic Scripting
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Each Five9 Campaign can be
customized with a unique Script
that will automatically launch
when the call arrives
Scripts can be created in plain text or
HTML and can have data from the
customer contact information
dynamically inserted into the content
Five9 also includes a question &
answer Worksheet utility for
collecting customer information.
Both questions and answers can be
customized to fit the flow of
conversation and to collect the
correct customer input.
Five9 Agent
Dynamic Scripting
In this case, if the customer says
“YES”, the system will skip to the
next qualifying question. If they say
“NO”, it will skip to a question asking
how much their taxes and insurance
cost
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Possible customer answers
can be selected from preprogrammed options, and
different answers can be
customized to lead to
separate questions based on
data collection/qualification
requirements
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Five9 Agent
Callback Scheduler
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If a caller requests that an
agent contact them at a
later date, Five9 includes a
built-in Callback Scheduler
Five9 Agent
The Callback Scheduler
At an
theagent
scheduled
lets
pick atime,
time that
Agent
be notified
they
and
datewill
to call
the
have a scheduled
call and
customer
back
can simply click to initiate
the Callback.
Callback Scheduler
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Five9 Agent
Call Dispositions
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Five9 Agent
When the call is completed,
the agent must select from a
list of result codes, or
“Dispositions” created by
the Administrator.
Call Dispositions
As shown in the Administrator
session, most customers use the
Five9 Dispositions to generate
custom reports that focus on the
specific call results they want to
review or export
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Five9 Administrator Interface
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The Five9 Administrator is
designed like Windows
Explorer for ease-of-use
The navigation
folders give you easy
access the various
different Contact
Center components
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Five9 Administrator Interface
User Management
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Administrators can even
move voicemail
messages from one
agent to another
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Administrators also
have “Big Brother”
access to agent
voicemail and to any
calls that the system or
agent has recorded
Agents can be members of
both Inbound and
The User Folder shows
Outbound Campaigns at
User
Management
all current users and
the same time (also known
includes
the ability to
what “Skill Groups” they
as “Blended Agent”)
add or remove agent
belong to
features (e.g. you can
turn off their ability to
make personal calls, or
to record conversations,
etc.)
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Five9 Administrator Interface
List Upload Example
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To load a new list, select
Files can be accessed
ThenList”
line and
up the
columns
“Add
give
the
right off your
desktop
Five9
has made it simple to
from
your list with the fields
a name
load telemarking lists into list
the Dialer with only a few that will be presented to
your agent (mapping the
clicks
fields insures the data will
The system will load all
the in
appear
the right
area on
Simply
select
the file
new records and automatically
the
Desktop)
youAgent
want
to
upload and
Select
“Import”
remove duplicates based on
choose the type of file
the phone number
you wish to import (e.g.
comma delimited or
“.csv” is most common)
Click “OK” and the list will
be imported
Five9 Telemarketing
List Upload Example
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Five9 Administrator Interface
Dispositions
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The Five9 Agent application
requires every agent to select a
Disposition (or “Call Result”) at
the end of each call
Five9 Administrator Interface
These dispositions may be
customized to meet each
customer’s unique reporting
Most customers use the Five9
requirements
Dispositions to generate
custom reports that focus on
Five9 Dispositions
also call results they
the specific
include custom
“behind
theor export
want
to review
scenes” actions such as
automatically sending an
email with all the call details
to a supervisor
Dispositions
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And custom Dispositions may
For each separate Campaign,
The
Five9 system
also
includes
be
selected
for
each
separate
specific Skill Groups may be
Multiple
listsScripting
may be loaded
customer
Agent
optionsinto
Campaign
Campaigns
can
be
set
up
to
targeted to receive live contacts including
an outbound
You can
dynamiccampaign.
question and
automatically
record
a
portion
Five9the
Campaigns
toyou
the
program
number ofrefer
times
answer
Worksheets
of the active
calls (100%
wantrouting
tocampaigns
try a intelligence
number
andbehind
even
Multiple
with
recording is
also
available)
outbound
telemarketing
whatand
Caller
ID
(ANI)
you would like
different
lists
and
routing
Theproject
Five9
Predictive
Dialer also
to
show.
rules
can runenhanced
simultaneously
includes
Answering
(even
if
they
target
the
same lets you
Machine
which
You can detection
throttle the
Five9
agents)
control
the
sensitivity
minimize
Predictive Dialer’s calltopacing
the
delay
between
reaching
a live
in Or
real
time
by changing
themonitor
the
Five9
system
can
contact
and
bridging
the call to an
Call
To dropped
Agent
Ratio
…
your
call
percentage
for
available agent
you (e.g. to help automate FCC
abandoned call rate compliance)
Five9 Administrator Interface
Campaigns
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Five9 Administrator Interface
Profiles
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You can customize the Caller
Five9 Profiles may
ID,be
or used
“ANI”,tothat you want to
customize Campaign
show to the contacts you are
characteristics calling
Five9 Administrator Interface
Profiles
You can even apply Time Zone rules
to make sure the system does not
dial a number unless it is within the
acceptable daytime calling hours
You can set the number of times you
want a campaign to try a number if it
gets a busy signal or an answering
machine
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Five9 Administrator Interface
Inbound Call Routing
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“Thank you for calling. Please
The“1”
Five9
Virtual
Contact
Center
press
to be
connected
Calls with
can
be then routed to
includes
a robust
ACD
and IVR
sales,
“2” to
connect
with
different
Agent Skill Groups based
for
intelligent
routing
of
inbound
customer support, and
if
on“3”
customer
input (e.g. “Press “1”
outbound)
callsabout
toforthe
correct
you(orhave
questions
our
Sales, “2” for Service”)
agent. program”
The interface includes an
warranty
easy-to-use call flow that is
configured like a simple flowchart.
Queue times, secondary and
tertiary queues, and additional
prompts can be managed in
real-time from any desktop
Prompts can be recorded right at
the desktop and loaded in realtime…for example:
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The Five9 Virtual Contact CenterTM
Supervisor Interface
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Five9 Supervisor Interface
Agent Monitoring
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The Five9 Supervisor
The Supervisor
can right-click
Interface displays
a real- on
any agent
to get
details
time view
ofmore
all critical
aboutContact
their scheduled
callbacks,
Center Statistics
or even details for every call for
the current session…
Supervisors can This
always
agent has just changed from “On
The session
theagent
agent talk
view the current Break”
“State”
to “ Onhistory
Call”. shows
When an
Supervisors can also listen to active
time, wrap-up
time, and
even the can
of each of their agents
changes
their status,
the supervisor
agent calls as a silent observer (and they
disposition
for every
call
taken
or made
observe
the agent’s
new
state,
who
they
can coach agents on live calls via the
during
the agent’s
current
session
are
in a session
with,
and how
long they
built-in chat utility)
have been in that state (e.g. time on
current call or time on break).
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Five9 Supervisor Interface
Agent and Queue Stats
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Aggregated agent statistics are also
dynamically calculated and displayed in
real-time, including total calls, average
call length, talk time, Wrap-up time, and
Break Time
The Supervisor can also click on
an agent to drill into an agent’s
stats to see their disposition
totals and call
Supervisors
cantotals
also send broadcast
messages out to all agents to notify
them of events such as queue status
For inbound calls, the system will also
display the number of calls in queue as
well as the number agents available in a
given skill group
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Five9 Supervisor Interface
Campaign Manager
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The Campaign tab displays real-time
details on the current status of each of
your Five9 Campaigns
For outbound dialing, Five9 also includes
a special campaign manager that shows
the how many numbers are still available
to dial (e.g. numbers that have not
reached their retry count or have not been
Data dispositioned
displayed includes
the
total view of your droppedAnd
real-time
byaan
agent)
number of calls made
or received
call percentage
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The Five9 Supervisor
The Supervisor
can right-click
Interface displays
a real- on
any agent
to get
details
time view
ofmore
all critical
aboutContact
their scheduled
callbacks,
Center Statistics
or even details for every call for
the current session…
Supervisors can This
always
agent has just changed from “On
The session
theagent
agent talk
view the current Break”
“State”
to “ Onhistory
Call”. shows
When an
Supervisors can also listen to active
time, wrap-up
time, and
even the can
of each of their agents
changes
their status,
the supervisor
agent calls as a silent observer (and they
disposition
for every
call
taken
or made
observe
the agent’s
new
state,
who
they
can coach agents on live calls via the
during
the agent’s
current
session
are
in a session
with,
and how
long they
built-in chat utility)
have been in that state (e.g. time on
current call or time on break).
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Five9 Supervisor Interface
Reports
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Example Report types include:
Five9 comes with 46 customizable
reportstotal
that hours
are accessible at any time
Agent Hours Showing
from
either
the Supervisor or
logged in – often
used
for agent
Administrator Interface.
payroll
Campaign Performance showing
service levels based on hold time
Disposition Summaries by Day,
Agent, or Campaign
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Reports are customized at the time you
run them…
Andyou
which
specific
First
simply
pick campaign
the time
You can further customize
period you want by selecting
reports by selecting which
the desired dates and times
want
to run theyou
Andagents
which you
exact
dispositions
When
you
setting the
report
forare
(ordone
select
want
to see
(this
is oftenall)
the
criteria, the report can be exported
primary criteria – e.g. “how many
right into a spreadsheet or a
closed sales have we made in the
template for further customization
past 48 hours?”
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Five9 Supervisor Interface
Reports
Exported reports contain every
call detail from call length and
hold time to skill group
And when using Five9’s Contact
Manager, all customer data may
be exported as well – from the
Even theANI
answers
the ID)
questions
(their to
caller
to any
posed using
the Five9
be
comments
the Worksheet
agent madecan
in the
exportedFive9
as part
of the same
Comments
fieldrecord
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Five9 Supervisor Interface
Example Report:
CampaignPerformance1
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Along with what percentage of the
calls were answered within the
Campaign Performance analysis
The longest
hold service
time forlevel
each(in the
specified
shows talk, handle, and hold time
time period
also
displayed…
case,isthe
service
level is set to 30
in both averages and totals…
seconds)
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System Requirements
Agent Workstation
•
•
Processor: Pentium III 800MHz or greater
Memory:
256Mbps or greater
Headset:
•
•
Plantronics DSP 400 or 500
Available for under $40 US at: www.provantage.com
Software
•
•
•
Java 2 Runtime Environment v1.4.2_10
Internet Explorer 6
Microsoft Windows 2000 or XP
Internet Bandwidth
•
•
•
50kbps per agent (cable, DSL – dial-up not supported)
Includes CTI, data and voice traffic
Five9 recommends Internap as a Service Provider www.internap.com

Internap supports the prioritization of Five9 voice traffic for the best possible connection to the
Five9 data center
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- Thank You Contact Five9, Inc.
sales@five9.com
www.five9.com
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