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Omnichannel Email

Deliver Great Customer Experiences Through Email

Managing email from customers can be chaotic, especially when your email system isn’t integrated with your other customer contact channels. Five9 Omnichannel Email, part of the Five9 Digital Engagement solution, integrates email and other omnichannel customer interactions into a single agent interface to provide your customers with digital-first omnichannel experiences. Your agents move seamlessly between handling emails, chats, SMS, phone calls, and other customer contact channels. Five9 improves management of your email channel with actionable insights and better control.

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Bring Order to the Chaos of Customer Email

Five9 makes agents’ lives easier by streamlining omnichannel interaction handling and providing “next-best-action” recommendations. Agents also have ready access to a customer’s interaction history and CRM information to understand the customer’s journey and personalize their service experience. Supervisors can even monitor email handling in real time and be ready to help out when needed.

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Integrated Email for Seamless Omnichannel Experiences

  • Intelligent Routing

    Natural language processing mines the text of an email to identify business issues, sentiment, and value to organize and prioritize emails. Intelligent omnichannel routing then delivers emails to the best agent for the job.

  • Omnichannel Journeys

    Five9 Omnichannel makes it easy to deliver seamless customer journeys to provide an exceptional customer experience.

  • Multiple Touchpoints

    Capture and respond to emails from traditional email clients or from web and mobile forms. Five9 will retrieve email data from your site for processing along with other email requests.

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At 19%, email is the second preferred channel, followed by online chat.

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Omnichannel is very important to us because it allows our students to contact us on whichever channel they choose.


Single Agent Interface

  • Single interface for seamless omnichannel customer service
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Dashboards and Reports

  • Gain detailed visibility into critical KPIs and SLAs across all customer contacts.

Omnichannel Routing

  • Intelligent omnichannel routing capabilities deliver emails to the most qualified agents.

We’ll help you find the right strategy and products for your evolving business.


Resources To Help You Get Started

Data Sheet

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Use real-time data collected from your customers to provide actionable insights for your agents and business.

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