Break Down Data Silos and Drive Fluid Customer Experiences with Five9 Workflow Automation
Making customer experiences more fluid requires important customer events and data to flow between systems and trigger intelligent workflows. However, most contact centers have customer data spread across different applications, and if the data from these various sources are not integrated can lead to disconnected customer experiences.
Integrating business systems is time-consuming and requires reliance on IT resources for system-to-system integrations, development, and maintenance.
Five9 Workflow Automation (WFA) is a visually intuitive no-code/low-code automation system that is purposely built to address the needs of contact centers. It enables non-technical users to easily create, deploy, and maintain automation workflows. It helps create exceptional customer experiences through the seamless data integration between the contact center systems and other enterprise business software (e.g., Sales, Marketing, HR, etc.). It enables companies to seamlessly connect disparate systems, aggregate information, act on customer data and the context in real time, and trigger cross-platform workflows, automating CX while reducing workload and cost.
Five9 Workflow Automation powers fluid customer experiences. Let's look at the different integrations and workflows it offers to create seamless journeys allowing customers to move across channels and between virtual and live agents.
5 Ways to Deliver Seamless Customer Journeys with Workflow Automation
Identify Customer Intents in Self-service Interactions
It is essential to understand the customer's intention and context when managing customer interactions for self-service and digital communication channels to provide a meaningful experience. Five9 WFA allows easy integration with multiple back-end systems enabling organizations to use data in a meaningful way. So the Intelligent Virtual Agent (IVA) application can recognize repetitive callers and priority callers and understand the customer context. This enables the system to identify callers, understand their needs and preferences, and customize treatments to individual callers, thus delivering a better customer experience.
IVA Data Synchronization
Five9 WFA provides open connectivity to many data sources, allowing customers to keep customer data consistent across different applications in real time. This out-of-the-box solution enables customers to sync data across systems while tracking customer interaction details and updating IVA components on IVA Studio and Dialogflow.
Orchestrated Customer Journeys across Multiple Touchpoints
Five9 WFA enables IVA solutions to leverage customer context data from different back-end systems in real time, allowing organizations to create a consistent customer experience across channels and engage customers based on their individual context. This helps companies meet customer expectations and increase the potential to generate more business.
For instance, if a customer sends an email to a financial services provider seeking information to buy her teenage daughter a car, the company should be able to provide targeted cross-sell information automatically regarding the promotional interest rate offer on college loans when the customer visits the website.
Agent Assist Integration with WFA
Workflow Automation allows Five9 Agent Assist to integrate with transcription services, CRMs, NLP, NLU solutions, and other back-end applications, pulling relevant data from these systems to be presented to agents. WFA integration with Agent Assist allows contact centers to automatically push the transcript and summaries from the interaction to the CRM systems, reducing average handle time (AHT).
Send Proactive Notification
Engage proactively with customers to save them time and trouble and generate revenue. Five9 WFA can continuously monitor system events throughout your business and automatically initiates outbound customer contact. Monitoring capabilities include CRM, order management, service management, and additional business-critical systems. In addition, support for email, SMS, voice, and social communication channels and intelligent event handling lets you tailor outreach according to customer preference, business priority, issue urgency, and other key factors.
Powering the Core Five9 Platform and Agent Desktop
The integration of Five9 Event Services and WFA enables the monitoring of system events. For instance, you can set up a workflow to track any event of dropped customer interactions in self-service or from the queue. The integration also allows setting up alerts to ensure that admins/supervisors receive notifications from follow-up action, enhancing the customer experience and service level.
WFA allows alerting agents via email automatically to events via Agent Desktop. For example, If an agent is on after-call work or on break for too long, WFA will email the agent, reminding them to return to the phone.
To learn more about Five9 Workflow Automation and see use cases live in action, click here to watch the on-demand demo webinar.