Digital Engagement

Part 3: How Unified Communications Integration Improves the Customer Experience

Digital Engagement

Welcome to Part 3 in the Five9 UC Integration blog series! In last week’s blog, we discussed 3 Tips to Increase Efficiency with a Unified Communications Integration. This week we’ll look at UC from the customer’s perspective and how you can improve the overall experience.

Julian Tiongson Manager, Product Marketing

Julian Tiongson specializes in product marketing with emphasis on product messaging, positioning, and go-to market initiatives. He is a well-rounded marketer starting his early career from wide range of social media marketing, email marketing, content marketing, and has since transitioned into product marketing in the later stages. This has brought a unique position to his product marketing style with deeper understanding of the full customer life cycle.

Global Scale Vs. Product Velocity: Not an OR but an AND for Five9 CCaaS

At a time when the contact center has become the front door for many businesses, Five9 is helping our customers meet new service demands and provide the excellent experiences that consumers have come to expect.

Five9

Five9 is a leading provider of cloud contact center software for the digital enterprise, bringing the power of cloud innovation to customers and facilitating more than three billion customer interactions annually.

When Is Self-Service The Answer?

Identifying if a customer inquiry is a transactional or relational interaction can help determine if a customer needs to speak to a live agent or if their query can be resolved via a self-service channel. Darryl Addington, Five9 Director of Product Marketing, explains more:

Darryl Addington Director, Product Marketing

Darryl is the Director of Product Marketing at Five9. Darryl has more than 22 years of experience in the contact center. Prior to Five9, Darryl worked at 8x8, Genesys, Intervoice, and Edify, in various roles including Solution Marketing, Product Marketing, Product Management, and Solution Engineering. Darryl specializes in vertical marketing, integrating data intelligently into service and sales environments, and learning about and solving the challenges enterprises face when building a differentiated customer experience.

3 Tips to help Stay Ahead of Customer Expectations in 2021

Thanks to technology, CX professionals have the tools available to overcome these challenges for a successful new year. Here are 3 tips to help you stay ahead of new consumer demands in 2021:

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[PODCAST] The Best Mindset for CXOs in the Pandemic w/ Zeus Kerravala

Would you rather spend $1,000 on a laptop and 15 minutes on the phone with a rep or spend $800 on the same laptop but 5 hours on the phone getting passed from rep to rep?

Five9

[PODCAST] The Customer Service Dream Team – Myth or Reality? w/ Paul Selby

Digital Engagement

Customer service has come a long way. It used to be that if a customer needed help, they had to either make a phone call, or come into your physical building. Customers are leery of coming into contact with anybody if they don’t have to.

Five9

Industry Pioneer in Auto Auctions, KAR Global, Deploys Five9 and ServiceNow to Improve Customer Service and Streamline Operations Across 75 Countries

Digital Engagement

Five9 is proud to share that auto auction industry pioneer, KAR Global, deployed Five9 and ServiceNow to drive a unified, simplified, and seamless customer and employee experience globally across its more than 200 operating location.

Brian Schnack Senior Director, Product Management, CRM and Partner Ecosystem

Brian Schnack is an Iowa-born friend, parent, spouse, rugby teammate, and product manager. He attended West Point (where he moved fast and broke things), graduated from the University of Iowa, and ultimately moved to Santa Cruz. Brian has 20+ years’ experience designing and product managing the world's leading CRM- and Contact Center solutions.

[PODCAST] 3 Proven Ways to Master the Customer Journey w/ Kerry Bodine

Digital Engagement

There’s been a resurgence in the focus on CX in recent years. A lot of businesses contribute it to millennials. But, in reality, good CX transcends generations. Turns out, everybody wants a better customer journey.

Five9

The Importance of Humanising the Customer Interaction

I know you’ve heard the phrase “get into your customer’s brain” way too many times. So many times, that it actually sounds to you more like a cliché than something you’d actually be able to do.