Five9 for Retail

Transform Your Contact Centre into the New Front Door of Your Business

COVID-19 has forced 10 years of behavioural change in 1 year. McKesson found that 75% of Americans changed brands in the first 6 months of the pandemic. Customers want better ways to buy that avoid in-person risks, and their loyalty will shift to those who can meet their needs. Five9 provides your contact centre with innovative solutions that deliver personalised omnichannel engagement, remote workforce optimisation, and innovative uses of AI and workflow automation.

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Engage your customers on the channel of their choice.

Customers can buy something with a click of a button, but the emotional experience of shopping is what they crave. Take your brand to new levels of customer satisfaction with personalised connections across channels—including video for virtual face-to-face service—that ensure consistency, quality, and continuity.

Read the white paper, Next Generation Retail Contact Centres, to learn what today’s retail customers expect.

Download White Paper

Connect On Any
Channel

Route customers at any point in the buyer’s journey on the channel of their choice: voice, video, chat, messaging, email, and social.

Our Omnichannel Capabilities

Personalise
Online Shopping

Connect shoppers with face-to-face video service and give agents a screen pop of their online shopping cart.

Video Engagement

AI and
Chatbots

Offer customers AI chatbots or IVR to answer questions, hear wait times, schedule a queued callback, and more.

Self-Service with AI

Automate Customer Workflows

Use AI to assist agents during customer calls, decrease agent training time, increase agent efficiency, and drive desired outcomes like additional sales and repeat business.

Workflow Automation

Empower agents to care for your customers across the buyer’s journey.

Agents want to provide exceptional engagement with your customers, but they are distracted by switching between applications and searching for answers. Enable your staff to personalise the conversations and reduce the effort to resolve issues.

Watch Five9 Knows Retail to learn how retailers successfully leverage the Five9 Intelligent Cloud Contact Centre.

Watch Five9 Knows Retail

Work From
Home

Make it easy for your team to provide customer service and sales from their homes while having a real-time connection to supervisors and colleagues.

10 Remote Tips

Empower Your
Agents

Provide a single pane of glass that centralises omnichannel conversations, controls, screen pops, and peer presence.

Our Integrated Agent Desktop

Personalise with
Context

Utilise pre-built integrations to your CRM and other key systems to provide customer context, such as the items in their online shopping cart.

CRM Integrations

Power Up
with AI

Use AI to assist agents during customer calls by identifying likely selling opportunities or service issues.

AI for Agent Assist

Optimise your virtual sales and service teams, no matter where they are located.

Achieve your sales and service targets while managing remote, onsite, or hybrid teams with performance analytics and quality management solutions. Maintain real-time control, deliver coaching, and ensure your teams meet standards and stay in compliance.

Watch the video of Under Armour’s experience moving to Five9 and its positive impact on their organisation.

Watch Under Armour Video

Retail-Friendly
Routing

Prioritise conversations based on your business rules, such as lifetime value, first time buyer, risk of churn, and more.

Customise Routing

Boost
Communication

Tighten customer and supplier relationships with outbound dialling options, and blend inbound and outbound to maximise productivity.

Outbound Options

Promote Operational
Efficiency

Forecast demand, accurately schedule, and track real-time adherence using best-in-class workforce management.

Workforce Management

Increase First
Contact Resolution

Use intelligent routing, peer presence, and AI to address issues faster and more effectively.

Five9 FCR Guide

Gain greater agility while reducing the IT workload.

Lift and shift your contact centre to the cloud to gain flexibility and dynamically respond to changes in consumer trends with our modern, reliable cloud architecture.

Watch a video of how Lululemon’s IT administrators benefited from the ease of use of the Five9 Intelligent Cloud Contact Centre and our partnership with Oracle.

Watch our Lululemon Video

Move Securely to
the Cloud

Enable remote administration while providing a foundation for business continuity that meets PCI DSS, ISO 27001/27002, etc.

Security & Privacy

Global Reach

Enable a 100% remote workforce worldwide with in-region voice capabilities that optimise your global resources with the highest quality.

Global Quality

Integrate, Extend,
and Customise

Access our extensive framework of REST APIs and pre-built connectors to Salesforce and other CRMs. Use our Agent Desktop Toolkit for custom environments.

APIs and SDKs

Reliable

Offload worries about system maintenance, uptime, and updates to the Five9 24/7 Network Operations Centre (NOC).

Why Trust Five9