Five9 Contact Center as a Service (CCaaS)

Five9 is one of the larger contact center software providers and has been a leader in contact center as a service (CCAAS) for a number of years. Five9.com has been providing contact center software to customers since 2001. And their mission is to "transform contact centers into customer engagement centers of excellence".

Five9 has established itself as a leader in the industry, providing software to companies that need to handle customer interactions. Five9 has been recognized as a leader in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) for multiple consecutive years. Five9 has a global presence and has a number of strategic partnerships and alliances with companies like BT and MCM Telecom and the opening of a new European Engineering Hub in Porto, Portugal, Five9 continues to build on its global presence and reinforce its mission to empower businesses with superior cloud contact center capabilities.

Five9.com offers a full featured cloud-based call center platform designed to handle both inbound and outbound communications efficiently. Their products and services are powered by Practical AI, automation, and cloud technology, ensuring business agility, operational streamlining, and the delivery of empathic, personalized customer service. With features like advanced call routing, predictive dialing, IVR self-service, and comprehensive omnichannel experiences, Five9 enables agents to create more effective customer interactions across various channels.

Five9.com offers a number of features in their contact center as a service software, including:

1. **Inbound, Outbound, and Multichannel Contact Center Capabilities**: Five9's product line includes features for managing inbound and outbound calls, as well as offering multichannel support which allows for seamless integration of voice, SMS, chatbot, and mobile app communications.

2. **Agent Call Scripting**: Tools are available to guide agents through calls with scripted responses to ensure consistency and accuracy in customer interactions.

3. **Call Center Data Importing and Statistics**: Five9 provides advanced data importing capabilities for analytics and call center metrics, helping businesses to make informed decisions based on comprehensive statistics.

4. **Call Conferencing**: Facilitates easy call conferencing to allow multiple participants in a call, enhancing collaboration and resolution of customer issues.

5. **Cloud-Based Agility**: The platform is cloud-based, offering flexibility and scalability to businesses of all sizes, ensuring that the system can grow with the company’s needs.

6. **Omnichannel Unification**: Five9 supports a unified approach to customer service, allowing for a consistent and seamless customer experience across all available channels.

7. **CRM Integration**: Five9 easily integrates with existing CRM systems, ensuring that customer data is centralized and accessible, enhancing personalization and service quality.

8. **Artificial Intelligence (AI) and Intelligent Virtual Agents (IVAs)**: These technologies provide self-service options, real-time management, and assist live agents by automating routine tasks, leading to increased efficiency and improved customer experience (CX).

9. **Real-time Call Transcription and Analytics**: The software supports real-time call transcription and provides after-call analytics, helping in quality assurance and agent performance monitoring.

10. **Workforce Automation**: Automates about 45% of an agent’s daily administrative tasks, such as logging calls and sending follow-ups, thus increasing agent productivity.

11. **Predictive Dialer**: Includes advanced dialing modes like preview, progressive, and predictive dialing, which significantly improve the efficiency of outbound calling campaigns.

12. **Callback Scheduling and Call Recording**: For quality and regulatory purposes, calls can be recorded, and callbacks can be scheduled as needed, adding to the robustness of the service.

13. **Session Routing and Queuing**: Ensures that calls are routed and queued intelligently, reducing wait times and improving the overall customer service experience.

Five9 offers five bundled paid plans for its contact center services. These plans are geared towards businesses with different needs, ensuring flexibility and scalability. Here's a breakdown of the available plans and their monthly costs per concurrent user:

- **Digital Plan**: Priced at $149 per month, it focuses on digital channels except for voice, allowing access to Chat, Email, SMS/MMS, and Social Messaging.

- **Core Plan**: Also priced at $149 per month, it is primarily focused on inbound, outbound, and blended call center features. Unlike the Digital plan, it doesn't include digital channels but does offer call center functionalities.

- **Premium Plan**: Available for $169 per month, this plan combines the features of the Digital Plan with voice calling capabilities. It includes Digital Engagement features (Chat and Email) but lacks workforce optimization and workflow automation tools.

- **Optimum Plan**: For $199 per month, it encompasses all Core and Premium features, while also offering enterprise-level quality management and workforce management capabilities, as well as basic proactive workflow notifications.

- **Ultimate Plan**: The top-tier plan is priced at $299 per month and includes all features from the Core, Premium, and Optimum plans, alongside advanced Workforce Optimization tools. It is designed for enterprise-level corporations seeking comprehensive contact center tools.

Five9.com has serviced an array of customers from different industries, improving their contact center operations significantly. Some of the notable customers include Omaha Steaks, Alaska Airlines, PING, Hanna Andersson, and From You Flowers. In addition to these companies, some other users of Five9's software or services as mentioned in the provided information include:

- Siemens AG, a manufacturing organization based in Germany, employing over 316,000 people and generating revenues of $77.18 billion.

- EF Education First, an education organization based in Switzerland, with 52,000 employees and $5.00 billion in revenues.

- NetSuite, a professional services organization in the United States, with 20,000 employees and revenues of $4.00 billion.

- Teladoc Health, Inc., a healthcare organization in the United States, with 5,600 employees and revenues of $2.41 billion.

- Teladoc, Hulu, Hancock Whitney, GoPro, and Empire Today are also listed among the companies utilizing Five9's solutions.