Customer Journey Mapping & Tools to Take the Next Best Action
Five9 helps agents understand each customer’s journey. Regardless of the channel or channels your customers choose, their history follows them. They may start with an email regarding an issue, follow up with a web chat, and ultimately talk with an agent. At any stage of the journey, the agent has the entire customer history at their fingertips. They understand the customer’s journey and are better equipped to fulfill each customer’s expectations.
Leverage Powerful Tools to Empower Agents and Improve Customer Service
Omnichannel interactions allow contacts to be intelligently routed to the best possible agent based on the customer journey and corresponding agent skill. Based on a broad set of customer data across the solution, including self-service interactions and past history, agents are able to determine customer intent and suggest next best actions to seamlessly move the interaction with the customer along and resolve their issue.
Deliver the Digital-first Omnichannel Experience Your Customers Want
Automate Agent Work for Streamlined Service
Automatically add notes to CRM databases, complete forms, and transcribe and summarize calls for after call work so agents can focus on the customer.
Make Sure Your Customers Never Need to Start Over
Customer journey information is presented to the agent so they can get right to the issue at hand.
Easy Channel Switching and Escalation
Agents can easily change channels and include new channels to create a rich customer experience and solve issues faster.
- Skills-based routing
- Inbound, outbound, and blended calling
- Speech-enabled IVR and intelligent virtual assistants
- CTI screen pop
Pre-built CRM Integrations
- Oracle Service Cloud
- Oracle NetSuite
Operate with Efficiency
- Web callback
- Call recording
- Real-time, historical, and custom reporting
- Agent scripting
- Post-call surveys
- Toll-free and local numbers
Resources To Help You Get Started
Five9 Engagement Workflow
Improve self-service, customer engagement, and agent productivity by using this powerful tool.
Five9 Agent Desktop Plus
Equip agents to provide more personalized customer service by understanding customers’ journey and history prior to their current interaction.