1. The Five9 Virtual Contact CenterTM

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3. Agenda
Solution Overview
Five9 Agent Interface
Five9 Administrator Interface
Five9 Supervisor Interface
Example Reports
Technical Requirements

4. 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
By moving management of all the contact center technology to a hosted data center, companies save money on CPE, tie lines, and system management and can focus on taking care of their customers instead of managing call center technology.
-Feature sets comparable with CPE systems costing hundreds of thousands
-Little to no professional services required to go operational
-no internal technical staff required
-agents can be anywhere there is a broadband connection
Low Entry Costs:
Five9’s Hosted Solution has a “virtual deployment” which takes a few hours, saving you money in both hardware and IT expenditures.
Ease of Configuration & Management
Five9’s solution requires no costly server to buy and maintain! Five9 maintains your server and ensures % reliability.
Five9’s contact center solution is IP based based, intuitive, and rapidly configurable with minimal sys admin requirements
Short Deployment Period
Flexibility
Removing the voice T1 provisioning requirements, agent location, and easily adjusted sizing requirements (I.e. add or remove agent licenses as campaigns require) offer companies contact center-on demand functionality and cost savings

5. 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

6. 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
Cable Modem,
DSL Router, etc.
Five9 Home Agent
VCC
Data Center
With a USB headset, the Five9 Agent Desktop includes all call controls and a Softphone – no other hardware is required
Customer
to be
serviced
Public Network
Inbound/ Outbound
PSTN Calls
Leveraging Five9 VoIP, Agents can be located anywhere in the world and connect to Five9 with NO toll charges…
ACD/IVR
CTI
Dialer
Reporting
VoIP Server
PSTN Gateway
Five9 Agent 1
Five9 Agent 2
Five9 Agent 3
Five9 Voice and CTI Traffic
Internet
Internet Router
The Five9 Data Center houses all of the VCC technology, servers, databases, and the telco and Internet connections. The major contact center components are:
Because Five9 provides all the phone lines, customers do not need to purchase (or wait for) any additional lines from their telco carrier
Between the Data Center and your agents, Five9 manages both voice and CTI traffic via your Internet connection (bandwidth requirements are about 50K per agent when using our Softphone)

7. Five9 Demo

8. Agents control their availability and can go from “On Break”…
…to “Ready” with just one click
And with the built in Contact Manager, contact information fields can be customized to display the correct field values (in this demo, all fields from through case ID are custom fields)
Options to put the call on Hold, Chat with other agents, and Record live calls are built into the agent interface…
Five9 Agents can also transfer to other Agents, Skill Groups, even to 3rd party numbers for verification services or for hot lead transfers
The interface also includes an area for Agents to make and save notes
…including a built-in PC-Based Softphone

9. Five9 Agent Call Arrival Notification

10. Five9 Agent Call Arrival Notification
Agent is in “Ready” state as call arrives…
Five9 Agent Call Arrival Notification
For Inbound calls, if there is a match for the Caller ID (ANI), Five9 will automatically display all of the available contact information
When a new call arrives, the Call Notification Screen pop is automatically launched with the caller’s contact information (if available)
The Call Notification Screen pop will also display which Campaign the call is coming from (useful when agents are taking calls from multiple Campaigns)
For calls generated by the Five9 Dialer, the system will automatically screen pop the contact/list data that was uploaded when you created your outbound telemarketing lists
The Five9 CTI Server will also display if it is an Inbound call or if it was generated buy the Five9 Outbound Dialer

11. Five9 Agent Dynamic Scripting

12. Five9 Agent Dynamic Scripting
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 Agent Dynamic Scripting
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.
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
Possible customer answers can be selected from pre-programmed options, and different answers can be customized to lead to separate questions based on data collection/qualification requirements

13. Five9 Agent Callback Scheduler

14. Five9 Agent Callback Scheduler
If a caller requests that an agent contact them at a later date, Five9 includes a built-in Callback Scheduler
Five9 Agent Callback Scheduler
The Callback Scheduler lets an agent pick a time and date to call the customer back
At the scheduled time, that Agent will be notified they have a scheduled call and can simply click to initiate the Callback.

15. Five9 Agent Call Dispositions

16. Five9 Agent Call Dispositions
When the call is completed, the agent must select from a list of result codes, or “Dispositions” created by the Administrator.
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

17. Five9 Administrator Interface

18. 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

19. Five9 Administrator Interface User Management

20. Administrators also have “Big Brother” access to agent voic and to any calls that the system or agent has recorded
Administrators can even move voic messages from one agent to another
Agents can be members of both Inbound and Outbound Campaigns at the same time (also known as “Blended Agent”)
The User Folder shows all current users and what “Skill Groups” they belong to
User Management includes the ability to add or remove agent features (e.g. you can turn off their ability to make personal calls, or to record conversations, etc.)

21. Five9 Administrator Interface List Upload Example

22. Five9 Telemarketing List Upload Example
Files can be accessed right off your desktop
To load a new list, select “Add List” and give the list a name
Five9 Telemarketing List Upload Example
Then line up the columns from your list with the fields that will be presented to your agent (mapping the fields insures the data will appear in the right area on the Agent Desktop)
Five9 has made it simple to load telemarking lists into the Dialer with only a few clicks
The system will load all the new records and automatically remove duplicates based on the phone number
Simply select the file you want to upload
Select “Import” and choose the type of file you wish to import (e.g. comma delimited or “.csv” is most common)
Click “OK” and the list will be imported

23. Five9 Administrator Interface Dispositions

24. Five9 Administrator Interface Dispositions
The Five9 Agent application requires every agent to select a Disposition (or “Call Result”) at the end of each call
Five9 Administrator Interface Dispositions
These dispositions may be customized to meet each customer’s unique reporting requirements
Most customers use the Five9 Dispositions to generate custom reports that focus on the specific call results they want to review or export
Five9 Dispositions also include custom “behind the scenes” actions such as automatically sending an with all the call details to a supervisor

25. Five9 Administrator Interface Campaigns
And custom Dispositions may be selected for each separate Campaign
For each separate Campaign, specific Skill Groups may be targeted to receive live contacts
The Five9 system also includes customer Agent Scripting options including dynamic question and answer Worksheets
Multiple lists may be loaded into an outbound campaign. You can program the number of times you want to try a number and even what Caller ID (ANI) you would like to show.
Campaigns can be set up to automatically record a portion of the active calls (100% recording is also available)
Five9 Campaigns refer to the routing intelligence behind and outbound telemarketing project
Multiple campaigns with different lists and routing rules can run simultaneously (even if they target the same agents)
The Five9 Predictive Dialer also includes enhanced Answering Machine detection which lets you control the sensitivity to minimize the delay between reaching a live contact and bridging the call to an available agent
You can throttle the Five9 Predictive Dialer’s call pacing in real time by changing the Call To Agent Ratio …
Or the Five9 system can monitor your dropped call percentage for you (e.g. to help automate FCC abandoned call rate compliance)

26. Five9 Administrator Interface Profiles

27. Five9 Administrator Interface Profiles
You can customize the Caller ID, or “ANI”, that you want to show to the contacts you are calling
Five9 Profiles may be used to customize Campaign characteristics
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

28. Five9 Administrator Interface Inbound Call Routing

29. “Thank you for calling. Please press “1” to be connected with sales, “2” to connect with customer support, and “3” if you have questions about our warranty program”
The Five9 Virtual Contact Center includes a robust ACD and IVR for intelligent routing of inbound (or outbound) calls to the correct agent. The interface includes an easy-to-use call flow that is configured like a simple flow-chart.
Calls can be then routed to different Agent Skill Groups based on customer input (e.g. “Press “1” for Sales, “2” for Service”)
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 real-time…for example:

30. The Five9 Virtual Contact CenterTM Supervisor Interface

31. Five9 Supervisor Interface Agent Monitoring

32. The Five9 Supervisor Interface displays a real-time view of all critical Contact Center Statistics
The Supervisor can right-click on any agent to get more details about their scheduled callbacks, or even details for every call for the current session…
Supervisors can always view the current “State” of each of their agents
This agent has just changed from “On Break” to “ On Call”. When an agent changes their status, the supervisor can observe the agent’s new state, who they are in a session with, and how long they have been in that state (e.g. time on current call or time on break).
The session history shows the agent talk time, wrap-up time, and even the disposition for every call taken or made during the agent’s current session
Supervisors can also listen to active agent calls as a silent observer (and they can coach agents on live calls via the built-in chat utility)

33. Five9 Supervisor Interface Agent and Queue Stats

34. The Supervisor can also click on an agent to drill into an agent’s stats to see their disposition totals and call totals
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
Supervisors can 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

35. Five9 Supervisor Interface Campaign Manager

36. 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 dispositioned by an agent)
Data displayed includes the total number of calls made or received
And a real-time view of your dropped-call percentage

37. The Five9 Supervisor Interface displays a real-time view of all critical Contact Center Statistics
The Supervisor can right-click on any agent to get more details about their scheduled callbacks, or even details for every call for the current session…
Supervisors can always view the current “State” of each of their agents
This agent has just changed from “On Break” to “ On Call”. When an agent changes their status, the supervisor can observe the agent’s new state, who they are in a session with, and how long they have been in that state (e.g. time on current call or time on break).
The session history shows the agent talk time, wrap-up time, and even the disposition for every call taken or made during the agent’s current session
Supervisors can also listen to active agent calls as a silent observer (and they can coach agents on live calls via the built-in chat utility)

38. Five9 Supervisor Interface Reports

39. Example Report types include:
Five9 comes with 46 customizable reports that are accessible at any time from either the Supervisor or Administrator Interface.
Agent Hours Showing total hours logged in – often used for agent payroll
Campaign Performance showing service levels based on hold time
Disposition Summaries by Day, Agent, or Campaign

40. Reports are customized at the time you run them…
First you simply pick the time period you want by selecting the desired dates and times
And which specific campaign
You can further customize reports by selecting which agents you want to run the report for (or select all)
And which exact dispositions you want to see (this is often the primary criteria – e.g. “how many closed sales have we made in the past 48 hours?”
When you are done setting the criteria, the report can be exported right into a spreadsheet or a template for further customization

41. 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 ANI (their caller ID) to any comments the agent made in the Five9 Comments field
Even the answers to the questions posed using the Five9 Worksheet can be exported as part of the same record

42. Five9 Supervisor Interface Example Report: CampaignPerformance1

43. Along with what percentage of the calls were answered within the specified service level (in the case, the service level is set to 30 seconds)
Campaign Performance analysis shows talk, handle, and hold time in both averages and totals…
The longest hold time for each time period is also displayed…

44. System Requirements Agent Workstation Headset: Software
Processor: Pentium III 800MHz or greater
Memory: 256Mbps or greater
Headset:
Plantronics DSP 400 or 500
Available for under $40 US at:
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
Internap supports the prioritization of Five9 voice traffic for the best possible connection to the Five9 data center

45. - Thank You - Contact Five9, Inc. sales@five9.com www.five9.com