Engage Your Customers Through Live Chat
Draw customers into live conversations from social media, your website and email interactions. The Five9 omnichannel solution allows you to seamlessly move discussions into the preferred channel.
Five9 Chat uses the same role-based analytics and reporting as the other applications in the Five9 Omnichannel suite, enabling supervisors to manage agent and workgroup performance based on traditional contact centre metrics. View real-time dashboards and supervisor consoles for agent monitoring and coaching and record chats to capture and store correspondence for compliance and training purposes.
Five9 Chat gives your agents a powerful way to engage customers in support inquiries and in the purchasing process. The intuitive, unified interface enables agents to respond to customer communications across multiple channels — email, chat and social all in one queue. Pre-scripted answers to commonly asked questions and next best actions improve conversion rates, speed up responses and increase sales.
Instantly retrieve information about a customer from the CRM when they first initiate the chat session. Prioritise and tailor responses according to customer value, risk and influence.
The Natural Language Processing engine mines the text of a chat message to identify business issues, sentiment and value to organise and prioritise emails. Business rules then route emails to the best agent for the job.
Agents can live chat with customers across multiple touch-points including mobile applications, desktop websites and mobile websites. Agents can even invite customers to a private live chat from another channel.
Five9 has allowed us to scale better, grow very quickly and be very flexible.
Solution Brief: Omnichannel Contact Centre
Learn more about the features of Five9 Connect and see how you can engage your customers on their channel of choice through social media, chat, email, or mobile devices.Download Brief
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Omnichannel Contact Centre Features
Skills-based Omnichannel Routing
Voice, Email, Chat, SMS, Social, and Video Channels
Context Information on Prior Interactions and Self-service
Interaction Escalation Between Channels
Real-time Dashboards & Historical Reports
Omnichannel Agent Interface
Chat via Website or Mobile App
Engage in Multiple Chat Sessions
Transfer or Conference Chats
Pre-Chat Customer Corms
Auto-greeting When Agent Accepts Chat
Web Form for Chat Topic Selection
Respond to Emails from Multiple Touchpoints
Natural Language Processing (NLP) Engine
Visual IVR for Mobile Customers
Email Relay to CRM
ACD & Cherry-Picking Email Routing
Boost Productivity with Five9
Stop wasting time on manual dialling and managing leads. Five9 Outbound Contact Centre automates lead and campaign management, so you can create an automated marketing and sales funnel that achieves your outbound goals.
Predictive dialling connects agents only to live prospects, maximising calling efficiency.
Use list priorities and ratios, so your agents can focus on their most qualified leads.
Automate agent callbacks using the Disposition Timer and redial feature.
Leverage workflow rules with time-of-day triggers to manage agents and campaigns.
Why Choose Five9
Call +44 203 318 7902 for More Information