Contact center managers are constantly faced with the challenge of routing calls from multiple channels. Customers expect agents to engage with them across all communication channels, whether that’s over the phone, via social networks/live chat, by email, or on their mobile device. Having a unified communication system to cater to customers, in their preferred channel would empower contact centers to deliver high customer engagement, and satisfaction levels.
Five9 enables contact center agents to meet customers in their preferred channel. Five9, powered by the Natural Language Processing (NLP) engine, offers contact center agents robust assistance tools to resolve customer issues quickly. Empowering contact agents to toggle between mobile care, social, chat, email, and voice call, Five9 helps merge customer records together to obtain actionable intelligence.
The Five9 unified communication software:
With Five9, businesses need not worry about having their agents drown in a sea of social posts or email inquiries. The Five9 unified communication interface helps them to act quickly on what’s truly actionable. With automated filtering, sorting, classification, and routing of incoming emails and social posts, every single call is delivered to the right agent. Supervisors can also monitor and measure performance across all of these channels based on their standard performance metrics.
Bring the benefits of Five9’s unified communications to your call center. Call at 1-800-553-8159 to learn more.