Five9 ACD System with Skills-Based Routing

“Since deploying Five9, business has quadrupled”
Chris Mercado,
Co-Founder of Emerald Mortgage
Route Every Call to the Right Agent Every Time

With the easy-to-use visual call routing designer in our automatic call distribution (ACD) system, call center administrators can ensure that each caller is handled appropriately. With support for ACD Queues and Skills-Based Routing, Five9 inbound call centers have the flexibility to prioritize inbound call traffic to maximize business results. And, when queue times are long or a particular agent is unavailable, callers can leave voicemail for subsequent follow-up. While callers are in queue, hold music and in-queue announcements can provide estimated wait time and help reduce abandoned calls. And, when distributing calls to agents, the Five9 ACD can prioritize available agents based on longest wait time, round robin, min calls handled, and more.

Virtual call center solutions Download OnBrand24 Case Study
Learn how OnBrand24 gained a competitive advantage in the marketplace—and more business- with Five9.
 
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