Future of Retail CX

Win brand loyalty. Drive revenue.

Driving Personalisation & Loyalty at Every Touchpoint

Winning and retaining customers requires seamless, personalised interactions—online, in-store, and beyond. Stay ahead by leveraging AI and automation to create smarter, connected experiences that drive loyalty, engagement, and long-term growth.

Watch The Video

AI for Retail Research: Elevate Your CX Game

Discover how AI and automation transform UK retail contact centres—boosting efficiency and CX. Research explores key trends, challenges and solutions.

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Connect On Any Channel

Route customers at any point in the buyer’s journey to the channel of their choice––voice, video, chat, messaging, email, and social.

Omnichannel Capabilities

Scale with AI & Digital Workforce

Offer customers AI chatbots or IVR to answer questions, hear wait times, schedule a queued callback, and more.

Self-Service with AI

Personalise with Context

Use real-time data collected from your customers to provide actionable insights for your agents and business.

Engagement Workflow

Automate Customer Workflows

Use AI to assist agents during customer calls, decrease agent training time, increase agent efficiency, and drive desired outcomes like additional sales and repeat business.

Workflow Automation

Empower agents to care for your customers across the buyer’s journey.

Agents want to provide exceptional engagement with your customers, but they are distracted by switching between applications and searching for answers. Enable your staff to personalise the conversations and reduce the effort to resolve issues.

Watch Five9 Knows Retail to learn how retailers successfully leverage the Five9 Intelligent Cloud Contact Centre.

Watch Five9 Knows Retail

Work From Home

Make it easy for your team to provide customer service and sales from their homes while having a real-time connection to supervisors and colleagues.

10 Remote Tips

Empower Your Agents

Provide a single pane of glass that centralises omnichannel conversations, controls, screen pops, and peer presence.

Our Integrated Agent Desktop

Personalise with Context

Utilise pre-built integrations to your CRM and other key systems to provide customer context, such as the items in their online shopping cart.

CRM Integrations

Power Up with AI

Use AI to assist agents during customer calls by identifying likely selling opportunities or service issues.

AI for Agent Assist

Optimise your virtual sales and service teams, no matter where they are located.

Achieve your sales and service targets while managing remote, onsite, or hybrid teams with performance analytics and quality management solutions. Maintain real-time control, deliver coaching, and ensure your teams meet standards and stay in compliance.

Watch the video of Hanna Andersson’s experience moving to Five9 and its positive impact on their organisation.

Watch Hanna Andersson Video

Retail-Friendly Routing

Prioritise conversations based on your business rules, such as lifetime value, first time buyer, risk of churn, and more.

Customise Routing

Boost Communication

Tighten customer and supplier relationships with outbound dialing options, and blend inbound and outbound to maximise productivity.

Outbound Options

Promote Operational Efficiency

Forecast demand, accurately schedule, and track real-time adherence using best-in-class workforce management.

Workforce Management

Increase First Contact Resolution

Use intelligent routing, peer presence, and AI to address issues faster and more effectively.

Five9 FCR Guide

Gain greater agility while reducing the IT workload.

Lift and shift your contact centre to the cloud to gain flexibility and dynamically respond to changes in consumer trends with our modern, reliable cloud architecture.

Move Securely to the Cloud

Enable remote administration while providing a foundation for business continuity that meets PCI DSS, ISO 27001/27002, etc.

Security & Privacy

Global Reach

Enable a 100% remote workforce worldwide with in-region voice capabilities that optimise your global resources with the highest quality.

Global Quality

Integrate, Extend, and Customise

Access our extensive framework of REST APIs & pre-built connectors to Salesforce and other CRMs. Use our Agent Desktop Toolkit for custom environments.

APIs and SDKs

Reliable

Offload worries about system maintenance, uptime, and updates to the Five9 24/7 Network Operations Center (NOC).

Why Trust Five9

Resources To Help You Get Started

Infographic

Transforming Business in the Retail Space

Unlock smarter retail CX. See how Five9 customers drive loyalty, growth and seamless experiences with AI and data.

Download Infographic

E-Book

CX for Retail

In today’s fast-evolving retail landscape, Five9’s New CX leverages omnichannel, AI and automation to build loyalty, empower agents, and drive growth. Learn how.

Download E-Book

Report

AI for Retail Research

Discover how AI and automation are reshaping UK retail contact centres—enhancing efficiency and elevating CX. Explore key trends, challenges, and solutions in this latest research from Contact Babel.

Download Report

Resource Library

See The New CX in Action

The Ivy Collection Boosts Conversion Rates by 20%

Implementing Five9’s [AI agents] has allowed us to give our customers the answers they need more quickly and more efficiently so they can get on with their day and not waste any time. It’s also given us a foundation to then start looking at how we use AI to improve what we’re doing.

John Davis, Chief Technology Officer, The Ivy Collection

Get Story

PING Swings into a Personalised Customer Experience

Customer service is more important than ever for PING because it allows us to get closer to our consumers, ensure a more positive relationship with them...a better product and better experiences for them.

Michael Tingey, Senior Manager of Customer and Consumer Relations, PING

See How

Nutrisystem Moves to the Cloud and Cuts Technology Costs

Five9 meets our needs today and gives us an infinite horizon — we know they’ll be here for us.

Bill MacBride, Senior Vice President of Contact Center Operations, Nutrisystem

Get Case Study

From You Flowers Personalises Service in All Channels

Five9 has brought us to that elevated level.

Aimee Baldassaro, Chief Experience Officer, From You Flowers

See How

The Ivy Collection Boosts Conversion Rates by 20%

Implementing Five9’s [AI agents] has allowed us to give our customers the answers they need more quickly and more efficiently so they can get on with their day and not waste any time. It’s also given us a foundation to then start looking at how we use AI to improve what we’re doing.

John Davis, Chief Technology Officer, The Ivy Collection

Get Story

PING Swings into a Personalised Customer Experience

Customer service is more important than ever for PING because it allows us to get closer to our consumers, ensure a more positive relationship with them...a better product and better experiences for them.

Michael Tingey, Senior Manager of Customer and Consumer Relations, PING

See How

Nutrisystem Moves to the Cloud and Cuts Technology Costs

Five9 meets our needs today and gives us an infinite horizon — we know they’ll be here for us.

Bill MacBride, Senior Vice President of Contact Center Operations, Nutrisystem

Get Case Study

From You Flowers Personalises Service in All Channels

Five9 has brought us to that elevated level.

Aimee Baldassaro, Chief Experience Officer, From You Flowers

See How