Email Customer Care:
Elevate Your Email Response

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Bring Order to the Chaos of Customer Email

Managing email from customers can be chaotic. Five9 brings an end to the disorganisation and managing of multiple applications. The Agent Desktop Plus interface includes email along with other customer interaction channels, letting your agents move seamlessly between taking phone calls, responding to social posts, engaging in chats and responding to emails.

Agent Desktop Plus, powered by Five9 Connect, makes agents’ lives easier by automatically triggering scripts to guide responses and providing “next best actions” that give explicit instructions for processing or escalating responses. Agents also have access to a comprehensive historical view of all interactions with a customer across social, chat and email channels to inform them and help further personalise the customer service experience.

For supervisors, Five9 Connect includes a comprehensive suite of advanced dashboards and detailed historical reporting, enabling you to monitor real-time agent performance and track contact centre adherence to critical KPIs and Service-Level Agreements (SLAs).

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Advanced Spam Filtering

Five9 Connect uses a Natural Language Processing (NLP) engine to identify and remove spam and non- actionable emails so that agents can focus on high- value interactions and achieve maximum productivity.

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Intelligent Routing

The Natural Language Processing engine mines the text of an email to identify business issues, sentiment and value to organise and prioritise emails. Business rules then route emails to the best agent for the job.

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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.

No matter what concept we come up with, Five9 seems to have a solution for it.
Bernie Fraser
Technical Support Director, NetSuite
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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.

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Get More Info & Pricing

Access all the contact center resources, such as demos, technical reports, data sheets, etc..

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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.

Call +44 203 318 7902 for More Information