The ubiquity of powerful omnichannel capable devices has evolved the way the world communicates. Technology has empowered consumers and businesses to interact and share data faster than ever before. Customers expect your agents to be able to deliver premium service within a seamless experience regardless of communication channel; whether via phone, social networks, email, SMS, web chat or through a video session – consumers focus on service and experiences, not communication channels. Five9 Omnichannel Applications integrates the customer journey across systems to deliver personalized service, on any channel.
Omnichannel involves more than just increasing the avenues of accessibility to your business. A true omnichannel experience removes technology and information silos and enables a seamless consumer experience with your brand. At Five9 we’ve taken an innovative approach with our omnichannel solution by enabling businesses to deliver on the expectation of a transparent omnichannel experience. During an interaction, agents are able to hop between voice, video or chat, enabling them to identify problems faster and provide more personalized customer service–all while carrying the information and context of the interaction in real-time allowing businesses to capitalize on those crucial moments of interaction across today’s omnichannel landscape.