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).
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.
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.
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.
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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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.
Prospecting
Predictive dialling connects agents only to live prospects, maximising calling efficiency.
Qualifying
Use list priorities and ratios, so your agents can focus on their most qualified leads.
Nurturing
Automate agent callbacks using the Disposition Timer and redial feature.
Converting
Leverage workflow rules with time-of-day triggers to manage agents and campaigns.
Why Choose Five9
Call +44 203 318 7902 for More Information