When an order changes, the experience shouldn’t fall apart.
Five9 connects AI, your care team and the systems behind every order. Shoppers can get answers, resolve routine requests, and reach a person with the context already in place — especially when demand spikes.
Direct integration with the commerce and CRM platforms you already run — Salesforce, Oracle, and Shopify, with open APIs for the rest
Trusted by retailers, brands and e-commerce teams
Capabilities
Keep the whole retail service operation in step.
Your retail customer service software needs to do more than answer the next question. With Five9, you can notify shoppers affected by an order change, keep AI answers within your rules and see where your team needs to respond when demand surges.
A delivery delay shouldn’t turn into a flood of “Where’s my order?” calls.
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Get the right update to the right shoppers. When a carrier flags a delay, order and delivery data can define the outreach audience so customers hear about the issue affecting their shipment.
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Give shoppers a way to respond. Start with an SMS update and move unresolved questions to voice, with the response available to the team handling the call.
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Keep the update from creating another queue. Send rate throttles automatically as replies come in, so the notification meant to reassure customers doesn’t overwhelm the floor.
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Keep outreach within the rules that apply to each campaign. PECR, FCA regulations and GDPR controls are built into the dialer, so your team can manage contact requirements as part of the workflow.
Retail demand changes fast. Your service has to keep up.
See how teams use Five9 retail customer service software to support shoppers through seasonal peaks and the questions that come with every order.
The ALDO Group
Seasonal peaks strained The ALDO Group’s fragmented contact centre systems, leaving shoppers waiting and agents under pressure. With Five9, the team brought voice, chat and email together, gave agents customer context across channels and automated key handoffs.
Five9 has an actual operational implementation of AI.
Change the model. Keep the rules for the conversation.
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Keep product answers tied to current information. No price is quoted and no stock is promised unless the order system confirms it — enforced at the prompt level, not by hoping the model behaves.
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Catch problems before shoppers do. Every prompt change is checked against real conversations before it ships, not just a handful of test cases.
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Keep the experience your team has built. When you change the underlying model, carry forward the prompt and configured guardrails rather than rebuilding the workflow.
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Make sure the new model follows the same rules. A swapped model is re-checked against the same guardrails and the same transcripts before it reaches a single customer.
See the queue change. Move before the wait grows.
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Spot where demand is building. View queues, service levels and containment across web, app and store pickup in one place, so a rising workload doesn’t hide in another tab.
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Act while there’s still time to help. Live performance data shows a supervisor when a queue is moving toward its service level threshold.
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See which channel crossed its threshold and by how much. The alert gives the supervisor a specific place to start, rather than another report to interpret.
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Shift support where it’s needed. Reassign agents to the channel under pressure and watch whether the queue recovers — no switching systems to fix what the board just found.
Why Five9
Why Five9 for retail
You can answer retail questions on chat. You can answer them on the phone. The hard part is the customer starting on one and finishing on another — without context loss or repeating themselves. Five9 connects those moments. We were built for the hard part.
Keep the work moving when the answer isn’t simple
A delivery change, return exception or payment question can require information from several systems and a decision from the right person. Five9 brings AI, people and workflows together to move the request forward, with the handoff and approval where they belong.
Give AI and agents the same order context
A shopper’s question may start in self-service and end with a person. Connect order, inventory and fulfilment information to Five9 AI Agents and Agent Assist so the next step starts with what the team already knows.
Stay ready for the rush
When a promotion, delivery exception or holiday peak changes demand, Five9 helps teams expand self-service, route interactions and spot queues that need attention. Shoppers get a path to help, and your team can adjust as the day changes.
FAQ
Questions retail buyers ask first
Common questions about payment security, AI agents, peak demand and connecting Five9 to the retail systems you already use.
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Yes. Five9 supports PCI DSS-regulated deployments, and payment capture can be isolated from the recorded interaction, so card data never touches an agent's screen or a call recording. Encryption in transit and at rest, role-based access control and audit logging are platform capabilities running in production, not add-ons layered on for an audit, which is what makes this workable as e-commerce customer service software handling both order and payment conversations in the same interaction.
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Yes, through prebuilt connectors for the CRM and order-management systems retailers already run, including Salesforce, Oracle Service Cloud and Zendesk, plus open APIs for the commerce platform, WMS and loyalty systems already in place. Agents see order and customer context on the same screen as the interaction, so nobody asks a shopper to repeat what the system already knows.
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Yes, that's the case for automating the repetitive tier. AI Agents hold the routine volume, like order status, tracking and simple returns, so peak demand doesn't translate directly into hold time or dropped calls for retail customer service software running on a fixed headcount. Because capacity is cloud-based, scaling for the holiday surge doesn't mean staffing to that peak year-round.
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Scope is a configuration, not a hope. AI Agents are bound to the actions they were deployed for, like checking order status, issuing an approved return or applying a documented policy, and anything outside that boundary, like a policy exception or a discount, escalates to a person with the full interaction context attached. Guardrails and audit trails make the boundary reviewable after the fact, so pricing and policy decisions stay with the team, not the AI Agent.
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Start by connecting every channel a shopper actually uses, like voice, chat, SMS and email, to one platform instead of running each as its own silo. From there, centralise order, inventory and fulfilment data so an agent sees the same history no matter which channel a shopper started on, and let the conversation carry forward when it moves, so a chat that escalates to voice doesn't make the shopper repeat the order number. Five9 OneVUE gives a supervisor one live view of queue, SLA and containment across web, app and store pickup, so a contact centre for retail catches a channel falling behind before it becomes a backlog. Because the connections run through standards-based integrations with the commerce and CRM platforms already in place rather than a custom build, this is typically a matter of weeks, not a quarter.
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Less than a custom build. The Five9 cloud contact centre connects to your commerce and CRM stack through supported, standards-based integrations rather than a bespoke interface your team has to maintain. BISSELL, for example, moved to Five9 in 30 days without disrupting operations — the kind of timeline that fits before a peak season, not after one.
Be ready for the order question that doesn’t stay simple.
See how Five9 helps your team answer routine requests, respond to delivery changes and carry order context to a person when the moment calls for one.