AI-powered IVR system for insurance providers with natural language processing, self-service capabilities for policy information and claims, integration with insurance databases, omnichannel support, intelligent routing to specialized agents, and comprehensive analytics.
Automated phone systems that provide self-service options for policyholders and route calls based on customer needs and preferences.
More Interactive Voice Response (IVR) Systems
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Automatic Call Distribution Routes incoming calls to specific departments or agents based on predefined rules. |
Five9 IVA works in conjunction with Five9 ACD to automatically route calls. | |
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Skill-Based Routing Directs calls to agents based on their expertise relevant to the caller’s needs. |
Five9 supports skill-based routing as part of its cloud contact-center platform. | |
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Call Queue Management Manages queues, allowing callers to wait when agents are busy. |
Five9 provides queue management with position-in-queue announcements and wait-time estimates. | |
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Interactive Menu Navigation Provides a menu system via keypad or voice for customer self-selection. |
IVA delivers interactive menus driven by DTMF or speech. | |
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Call Transfer Capabilities Allows calls to be seamlessly transferred between agents or departments. |
Agents can transfer calls seamlessly within Five9. | |
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Multi-Level IVR Menus Supports multiple hierarchical menu structures for complex routing. |
Five9 Studio allows creation of multi-level IVR call flows. | |
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Emergency Call Escalation Automatically prioritizes and escalates emergency-related calls. |
Five9 lets administrators flag and prioritise emergency lines or keywords for immediate escalation. | |
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Simultaneous Call Handling The number of calls the system can process at the same time. |
No information available | |
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Maximum Queue Length The maximum number of callers that can wait in queue. |
No information available | |
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Average Call Routing Time Average time taken to route a call to the right destination. |
No information available | |
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Customizable Hold Music and Messages Lets organizations tailor hold music and informational messages. |
Hold music and messages are fully configurable in Five9. | |
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Real-Time Queue Updates Callers are notified of their estimated wait time or position in queue. |
System announces wait times/queue position. | |
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Pre-Call Information Gathering Captures relevant details from callers before connecting to an agent. |
IVA gathers caller intent (policy #, reason) before agent transfer. | |
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Callback Request Option Allows customers to request a callback instead of waiting in queue. |
Five9 Callback option lets callers choose a return call. |
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Policy Information Access Enables callers to access their policy details automatically. |
IVA can surface policy data from core systems via API. | |
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Claim Filing Allows customers to initiate a claim via the phone menu system. |
Self-service claims intake is highlighted in insurance use-case collateral. | |
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Payment Processing Enables premium payments via IVR using DTMF or voice. |
PCI-compliant payment IVR offered through Five9 Secure-Payment option. | |
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Policy Renewal Lets customers renew policies via automated steps. |
Policy renewal flows can be built in Studio and showcased in demos. | |
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Update Contact Information Lets policyholders change their address, phone number, etc., through self-service. |
Customers can update contact data through IVR scripts. | |
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Get Quotes Provides self-service quotes for insurance products. |
Quote-generation demo scenarios provided in Five9 insurance webinars. | |
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Policy Document Delivery Enables callers to request and receive policy documents by email or SMS. |
IVA can email or SMS policy docs using integrated workflow. | |
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Claim Status Updates Allows customers to check the current status of their claims. |
Callers can request real-time claim status via database look-ups. | |
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Account Authentication Verifies customer identity using PIN, policy number, or other methods. |
PIN/policy-number + optional voice biometrics supported for authentication. | |
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Premium Due Date Check Allows callers to check their next payment due date. |
IVA can expose ‘next payment due’ pulled from billing systems. | |
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Premium Payment Reminder Automated reminders about upcoming premium payments. |
Five9 outbound campaigns send automated payment reminders. | |
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Customizable Self-Service Scripts Administrators can update and configure self-service scripts. |
Call-flow scripts editable in Studio without code. |
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CRM Integration Seamlessly exchanges data with Customer Relationship Management systems. |
Five9 App-to-App and packaged connectors for Salesforce, Zendesk, etc. | |
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Policy Management System Integration Interfaces directly with core insurance administration platforms. |
REST/Soap integration templates for policy systems shown in insurance case studies. | |
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Claims Management System Integration Facilitates access to and update of claim records. |
APIs allow read/write on claim systems; cited in Five9 insurance datasheet. | |
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Payment Gateway Integration Supports connections to payment processing services for automated transactions. |
Secure-payment gateway integrations (Cybersource, PayPal, etc.). | |
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Third-Party API Support Ability to integrate with external APIs for services like fraud detection, translation, etc. |
Open REST API framework enables third-party services. | |
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Telephony System Compatibility Connects with existing telephony infrastructure (SIP, VoIP, PSTN, etc.). |
Supports SIP, VoIP trunks, & PSTN connectivity. | |
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Web Service Integration Can consume and expose web services for data exchange. |
Can both consume and expose web services. | |
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CTI Integration Supports Computer Telephony Integration for enhanced agent productivity. |
Five9 CTI pops for CRM, desktop, etc. | |
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Single Sign-On (SSO) Supports user authentication via SSO for agents and admins. |
Five9 offers SAML-based SSO. | |
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Data Import/Export Capabilities Ability to move customer data in and out of the IVR system. |
Bulk import/export of lists and call-flow data through Admin portal. |
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Multi-Language Support Can interact with callers in multiple languages. |
IVA supports English, Spanish and >10 other languages via Google/IBM engines. | |
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Speech Recognition Uses voice input to understand caller intent. |
Speech recognition engines power IVA. | |
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Text-to-Speech (TTS) Synthesizes voice responses from text dynamically. |
Cloud TTS (Polly, Google) integrated. | |
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Natural Language Processing (NLP) Interprets free-form speech using AI to offer more natural interactions. |
NLP/NLU core differentiator of Intelligent Virtual Agent. | |
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Accent Adaptation Recognizes and adjusts to regional accents and dialects. |
Vendor highlights accent-tolerant models. | |
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Voice Biometrics Authenticates users using their unique voiceprint. |
No information available | |
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Speech-to-Text Conversion Speed How quickly spoken input is transcribed. |
No information available | |
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DTMF Input Support Accepts keypad inputs as alternative to speech. |
DTMF fallback always available. | |
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Hearing Impaired Accessibility Provides options such as TTY or speech-to-text for accessibility. |
No information available | |
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Custom Pronunciation Dictionaries Allows customization of TTS for brand or industry terms. |
Custom lexicons supported in TTS config. |
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PCI DSS Compliance Adheres to payment card industry standards for secure payment handling. |
Five9 is PCI-DSS Service Provider Level-1. | |
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HIPAA Compliance Ensures privacy for health-related data in health insurance use cases. |
HIPAA Business Associate addendum offered. | |
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GDPR Compliance Aligns with European data privacy rules and data subject request handling. |
GDPR program in place; EU data centers. | |
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Data Encryption Encrypts data in transit and at rest. |
TLS in transit; AES-256 at rest. | |
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Activity Logging & Audit Trails Maintains secure, searchable logs of all system activity. |
Comprehensive audit logging exposed via API. | |
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Two-Factor Authentication for Admin Access Adds an extra layer of security for sensitive administrative controls. |
Admin login supports MFA. | |
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Fraud Detection Alerts Monitors suspicious activity and issues alerts. |
No information available | |
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Role-Based Access Control Restricts access to system features based on user roles. |
Role profiles configurable for agents/supervisors/admins. | |
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Call Recording Consent Prompts Automatically notifies and requests consent before recording calls. |
Out-of-box call-recording consent prompt blocks. | |
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Secure Storage of Call Recordings Ensures audio recordings are kept encrypted and tamper-proof. |
Encrypted call storage in Five9 Cloud Storage. |
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Real-Time Dashboards Displays live call volumes, wait times, and agent status. |
Real-time wallboards and dashboards in Supervisor UI. | |
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Call Volume Reports Generates reports on overall call frequency, peak periods, and durations. |
Standard and custom call-volume reports. | |
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Abandonment Rate Tracking Monitors the percentage of calls dropped before resolution. |
Abandon rates tracked in reporting suite. | |
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Self-Service Usage Metrics Tracks how often self-service functions are successfully completed. |
Self-service completion stats available for IVA flows. | |
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First Call Resolution Rate Monitors the proportion of issues resolved within a single call. |
First-call resolution metric calculated from CRM wrap-codes. | |
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Agent Performance Reports Quantifies agent call handling metrics. |
Agent scorecards and KPIs in Performance Dashboard. | |
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Custom Report Builder Ability to build custom analytics reports from call data. |
Report Designer allows drag-and-drop queries. | |
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Export Data Capability Allows report data to be exported for further analysis. |
CSV/Excel export built-in. | |
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Survey/Feedback Collection Collects customer feedback via post-interaction surveys. |
Post-call IVR/Email surveys configurable. | |
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Average Handling Time (AHT) Tracks how long it takes to resolve an issue per call. |
No information available | |
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Call Recording and Archiving Supports recording and centralized storage of calls for quality analysis. |
Recording and long-term archiving part of WFO suite. |
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High Available Architecture Redundant system design that minimizes downtime. |
Five9 operates active-active HA cloud. | |
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Geo-Redundancy Data and services are mirrored across multiple locations. |
Multiple geo-redundant data centers. | |
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Disaster Recovery Capabilities Enables rapid recovery from failures. |
Documented DR plan with RPO/RTO < 1 hour. | |
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Service Uptime SLA Guaranteed operational uptime supported by service-level agreements. |
No information available | |
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Concurrent Call Scalability Expands or contracts to handle varying call loads. |
Cloud capacity elastically scales concurrent calls. | |
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Elastic Cloud-Based Deployment Supports scalable architecture in cloud environments. |
Runs in AWS/GCP elastic infrastructure. | |
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Load Balancing Distributes traffic evenly to manage resource utilization. |
Built-in load balancers distribute traffic. | |
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Automatic Failover Seamlessly switches to backup systems if one fails. |
Automatic fail-over between regions documented. | |
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Scheduled Maintenance Windows Defined downtime periods for preventive system maintenance. |
Published maintenance schedules communicated in advance. | |
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Real-Time System Health Monitoring Continuously checks for hardware/software issues and system performance. |
System health monitoring with real-time alerts shown in admin UI. |
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Customizable Voice Prompts Allows script, voice, and branding to be adjusted. |
Voice prompts fully customizable in Studio. | |
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Menu Personalization Based on Caller Profile Dynamically adapts menu options for returning customers. |
Caller-profile based personalization using CRM data. | |
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Sentiment Detection Detects customer sentiment and adapts responses or escalates as needed. |
Sentiment analysis available through Five9 Agent Assist. | |
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Context Reservation Across Channels Remembers customer intent and context when switching to live agents or digital channels. |
Context is retained when switching from IVA to live agent. | |
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Branded Greeting and Messaging Presents insurer’s unique brand experience on every call. |
Custom greetings configurable per tenant. | |
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Speech Rate and Tone Adjustment Enables modification of system voice speed and tone. |
TTS parameters include pitch and rate controls. | |
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Dynamic Menu Presentation Changes menu options based on current business needs or events. |
Menus can be changed in real-time or scheduled. | |
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Accessibility for Visually Impaired Users Designs features to facilitate access by callers with vision impairments. |
Supports screen-reader friendly prompts & speech. | |
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End-to-End Call Personalization Customizes every step of the customer journey via IVR. |
Personalisation across entire IVR journey achievable via variables. | |
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Short Message Service (SMS) Integration Follows up IVR calls with SMS confirmations or links. |
Five9 workflow can trigger SMS confirmation messages. |
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Web-Based Administration Portal Allows remote configuration and monitoring. |
All administration is via browser-based console. | |
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Role-Based User Management Differentiates access and privileges for admins, supervisors, and agents. |
Role-based privileges in User Management. | |
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Drag-and-Drop Menu Design Enables intuitive interface for updating call flows without code. |
Drag-and-drop call-flow editor. | |
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Change Version Control Tracks and reverts configuration changes as needed. |
Version history & rollback in Studio. | |
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Bulk Uploads/Edits of Menus Allows administrators to mass update menu options. |
CSV bulk changes possible via Admin APIs. | |
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Integrated Knowledge Base Management Maintains up-to-date FAQs and templates for quick reference. |
Knowledge-base integration with Five9 Agent Assist. | |
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Scheduled Announcements Pre-programs informational statements for events or outages. |
Scheduled announcements can be uploaded and timed. | |
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Live Monitoring While in Production View and adjust settings without service interruptions. |
Live monitoring & hot-change supported without downtime. | |
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Audit Trails for Administrative Actions Records all administrative actions for compliance and review. |
Admin actions logged for audit. | |
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API-Based Configuration Provides automated configuration and provisioning via external systems. |
REST API permits automated provisioning. |
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24/7 Customer Support Around-the-clock technical and operational support. |
24×7 technical support advertised. | |
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Implementation and Training Services Support during initial setup and deployment, including staff training. |
Professional services & training offered. | |
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Dedicated Account Manager Single point of contact for ongoing relationship and escalations. |
Named account managers for Enterprise tier. | |
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Multi-Channel Support (Phone, Email, Chat) Assistance available via multiple communication channels. |
Support reachable via phone, email, and chat. | |
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User Community and Forums Access to shared knowledge and peer support. |
Five9 Community portal & forums available. | |
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Regular Product Updates Vendor commitment to new features, performance, and security improvements. |
Quarterly releases and regular patches. | |
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Clear SLAs (Service Level Agreements) Transparency in service guarantees for uptime, response, and resolution times. |
SLAs detailed in MSA including response times. | |
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On-Site Support Availability Option for in-person service and troubleshooting. |
On-site support available via advanced services contracts. | |
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Comprehensive Documentation Detailed manuals, guides, and help resources provided. |
Extensive documentation and knowledge articles. | |
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Customer Satisfaction Survey Scores Measures vendor’s effectiveness from existing clients. |
No information available |
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