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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

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 Centers, to learn what today’s retail customers expect.

Download White Paper

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Connect Anywhere

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.

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HIPAA Compliant Video

Personalize Online Shopping

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

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Self Service

AI and Chatbots

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

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Be Secure Anywhere

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.

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

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 Center.

Watch Five9 Knows Retail

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Centralize Conversations

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.

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Increase First Contact Resolution

Empower Your Agents

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

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Improve Availabilit

Personalize 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.

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Workflow Automation

Power Up with AI

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

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

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Optimize Sales
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Enable Remote Workers

Retail-Friendly Routing

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

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Scale Quickly

Boost Communication

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

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Boost Productivity

Promote Operational Efficiency

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

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Leverage Data

Increase First Contact Resolution

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

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Gain greater agility

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

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Staff Anywhere

Move Securely to the Cloud

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

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Customize Solutions

Global Reach

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

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Connect Systems

Integrate, Extend, and Customize

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

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Be Secure Anywhere

Reliable

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