Leverage Powerful Tools to Empower Agents and Improve Customer Service
Omnichannel interactions allow contacts to be intelligently routed to the best possible agent based on the customer journey in your call centre or contact centre and corresponding agent skill. Based on a broad set of customer data across the solution, including self-service interactions and past history, agents are able to determine customer intent and suggest next-best actions. Auditing customer journey tools can seamlessly move the interaction with the customer along and resolve their issue.
Deliver the Digital-first Omnichannel Experience Your Customers Want
-
Automate Agent Work for Streamlined Service
Automatically add notes to CRM databases, complete forms, and transcribe and summarize calls for after call work so agents can focus on the customer.
-
Make Sure Your Customers Never Need to Start Over
Customer journey information is presented to the agent so they can get right to the issue at hand.
-
Easy Channel Switching and Escalation
Agents can easily change channels and include new channels to create a rich customer experience and solve issues faster.
95% of consumers say customer service influences their brand loyalty.
Flexible
- Skills-based routing
- Inbound, outbound, and blended calling
- Speech-enabled IVR and intelligent virtual assistants
- CTI screen pop
Pre-built CRM Integrations
- Salesforce
- ServiceNow
- Microsoft
- Zendesk
- Oracle Service Cloud
- Oracle NetSuite
Operate with Efficiency
- Web callback
- Call recording
- Real-time, historical, and custom reporting
- Agent scripting
- Post-call surveys
- Toll-free and local numbers
Resources To Help You Get Started
Five9 Engagement Workflow
Improve self-service, customer engagement, and agent productivity by using this powerful tool.
Five9 Agent Desktop Plus
Equip agents to provide more personalized customer service by understanding customers’ journey and history prior to their current interaction.
Cloud CRM Integrations
We have robust pre-built integrations with leading CRM solutions like Salesforce, ServiceNow, Microsoft, Oracle, and Zendesk.
Use real-time data collected from your customers to provide actionable insights for your agents and business.
Agent Empowerment
Empower your agents so they can focus on delivering a more human experience.
Business
Agility
Manage your agents with empathy while delivering impact to the business.
