Social Media Contact Centre Integration

Follow and report on every form, text, call or chat within one platform and close the gaps in your customer data. Help prioritise your omnichannel strategy around every customer interaction and drive your engagement across the complete customer journey. Built to scale your customer experience. Use omnichannel management applications such as real-time and historical reporting, recording, workforce management (WFM), quality monitoring and CRM integrations.

Unearth the opportunities hidden within your customer communications and measure their sentiments with recordings, transcriptions and scoring. Use the easily accessible omnichannel marketing features to automate your insights discovery. Whether you offer online services or a physical shop, we can help. With Omnichannel marketing channel compilation and escalation features, you and your team are empowered to create true consumer-forward omnichannel brand experiences from start to finish.

Engage your potential customers quickly with inbound and outbound lead routing and follow-up automation. With our easy-to-use and convenient interface, you can start your customer conversations faster, more efficiently and more accurately. Omnichannel campaigns offer you and your customers true integration across channels with automated features such as proactive notifications for appointment reminders, delivery and payment notifications and more via channels of choice including social media, email, mobile apps, SMS/text, video and chat.

Five9 offers real-time dashboards and analytics to better visualise agent activities. This includes live, missed and queued calls, available agents and more to keep a consistent experience across all team members. With all this and more, you can generate detailed reports and identify areas for improvement at the touch of a button. In addition, you can add Intelligent Routing to ensure any omnichannel campaign interaction is delivered to the right resource at the right time, every time.

With an omnichannel marketing approach, you can deliver a seamless customer experience across all your digital touchpoints whether you work online or at a brick-and-mortar location. Regardless of your multichannel marketing approach, customer loyalty and customer retention should be the primary goals. Help your customer service and marketing teams with the ease and convenience of designing helpful and simplistic end-to-end automated omnichannel flows with an intuitive platform that integrates all your marketing channels within our seamless experience platform.

Five9 is a leading provider of CaaS providing omnichannel marketing and software integrations for a seamless customer experience. We are driven by a passion to transform contact centres into customer engagement centres of excellence, coupled with an in-depth understanding of the cost and complexity involved in running a contact centre. Let us help you transform your current processes into one, easy-to-use platform.