Five9 Connect with NLP mines email subject and body text to identify business issues and organize emails into related categories. Business rules can then route emails to the appropriate agent, improving both agent efficiency and customer response rates. Five9 Email can even determine an author’s sentiment, influence, and value to help prioritize agent response.
With Five9, agents can respond to email inquiries using the same unified interface that is used for other customer interaction channels. Agents can move seamlessly between taking phone calls, responding to social posts, engaging in chats, and responding to customer emails. The Five9 Virtual Contact Centre Agent Desktop provides access to all interactions, agent key performance indicator (KPI) data, group performance, item details, and interaction history. Through the Agent Desktop powered by Five9 Connect, scripts can be automatically triggered to guide responses, and “next best actions” can provide explicit instructions for how to process or escalate responses. Agents also have access to a comprehensive historical view of all interactions with a particular customer across social, chat, and email channels.