Contact Center Resources: Get to Know the Five9 Cloud
Five9’s cloud contact center solution provides greater flexibility at a fraction of the cost of on-premise systems. Find out how Five9 can activate your business.
PAR Technology is a technology company that provides point of sale (POS) hardware and software to restaurants, retailers worldwide. As PAR moved to the cloud away from their on premises solution, they needed a unified communications as a service (UCaaS) system and cloud contact center as a service(CCaaS) provider so that they could easily collaborate across the organization. Implementing the Agent Expert Consultation feature, agents can connect with Zoom phone users throughout the organization. Creating a better first call resolution for their customers.
Historically, contact center attrition rates have always been higher than other professions due to the repetitive and monotonous nature of the work (around 30-45%.) The great resignation has caused these rates to increase even more over the past few years. So how do we solve for this?
7 out of 10 consumers expect companies to know their history regardless of the method of communication. However, 8 out of 10 will stop doing business with a brand after just one bad customer experience. It has never been more crucial to keep up with customer expectations, create personalized experiences and make sure your customers feel known and valued.
Michigan-based BISSELL Homecare, Inc. has developed innovative floor care solutions for over 140 years. The company supplies households across the globe with vacuums, sweepers, carpet-cleaning machines, hard floor cleaners, and cleaning formulas. BISSELL has 2,500 employees worldwide, with 150 full-time agents across four outsourced contact centres in four countries using the Five9 platform.
Weight loss leader Nutrisystem moved its customer contact center from an on-premises setup to the cloud and almost immediately reduced its technology spending by 15%–20%.
Everyone at some point has felt the pressure of work-related stress. Any job can have stressful elements, even if you love what you do.
Join us for this exclusive webinar with Five9 Brand Ambassador and professional golfer, Max Homa and President of Five9, Dan Burkland, as they sit down for a chat about how to deal with stress and pressure on the golf course and in the workplace.
Customers expect to be able to communicate with your brand on any channel they choose. According to the Five9 Customer Service Index, while voice is the channel of choice for many, customer communication preferences are shifting to digital channels faster than ever, with a 26% increase YoY. According to IDG, 44% of companies that have already moved to a digital-first approach have a leg-up on their competition.
As intelligent cloud contact centers increasingly take center stage for their ability to deliver more connected customer experiences, now’s the time to reimagine the possibilities of your contact center so you can take your customer service to the next level.
Here at Five9, we take customer experience seriously. We know that by providing exceptional experiences to our customers, they can provide exceptional experiences to theirs.
With Five9 Enterprise Quality Management you can evaluate, score, and create training for your agents using recorded omnichannel events to help improve agent performance and enhance customer satisfaction.
Teladoc Health is a telemedicine company that uses telephone and video conferencing technology to provide on-demand remote medical care via mobile devices, the Internet, video and phone. Over 50 million members connect within minutes to Teladoc’s network. Teladoc has multiple service centers in various countries with contact center employees operating 24 hours a day, seven days a week handling over 2M+ calls annually.
Agent assistance technology provides your agents with real-time transcriptions and summaries, targeted guidance, and knowledge base integration so they can provide exceptional customer experiences. Practical artificial intelligence (AI) improves average handle time, resolves issues faster, and improves your bottom line.
Five9 Video enables customers to use their mobile device to share what they’re seeing with an agent who can quickly diagnose the problem, annotate the video feed, and guide them to the solution in real time.
The Five9 Liftoff for Cisco program offers Contact Center Enterprise and Express users a series of capabilities to ease the transition from on premises systems to Five9.
The Five9 Liftoff for Genesys program offers Genesys users a series of capabilities to ease the transition from Genesys to Five9. Depending on your needs, the transition can happen in stages or all at once. At each step, Five9’s experienced, former Genesys technical staff make the transition to Five9 as smooth as possible.
We know moving your contact center operations to the cloud can seem like a daunting task. By partnering with Five9 you can reduce any risk and make moving to the cloud easy.
Genesys Engage and PureConnect users are in good hands with Five9. We have many former Genesys technical staff who bring the experience necessary for Five9 to offer its Liftoff program to smooth that transition.
Cisco Contact Center Enterprise and Express users are in good hands with Five9. We have many former Cisco leadership and technical staff who bring the experience necessary for Five9 to offer its Liftoff program to smooth that transition.
With premises-based options having reached full maturity, are you ready to make the move to a cloud contact center to improve your operations and provide exceptional customer experiences?
Most businesses know that providing the type of exceptional experiences today’s customers expect requires migrating to the cloud due to the many benefits cloud contact centers offer. But moving your contact center to the cloud is a big decision that requires considerable due diligence. This whitepaper is designed to help evaluate your current contact center and determine whether now is the right time to move to the cloud.
Regent University wanted to improve its communications channels and scale to meet growth goals. With Five9, they were able to move to the cloud with ease and scale on demand, enable an omnichannel experience so students could interact on their channel of choice and leverage workforce management and workforce optimization to improve agent scheduling and efficiency.
Hoglund handles over 6,000 net new calls on a daily basis and realized they would not be able to handle the call flow. Streamlining the contact center experience Hoglund moved the entire office to Five9 with amazing results within months of deployment.
Metrigy evaluated 19 WFO providers as part of its global 2021-22 Workforce Optimization and Engagement research study. The research firm analyzed data and qualitative commentary on adoption, drivers, technology partners, costs, and business success across a variety of WFO areas.
Five9 Interaction Analytics enables you to evaluate 100 percent of your calls to identify customer behaviors and interest in your products or services.
Five9 Enterprise Workforce Management (WFM) provides a powerful tool to strategically manage your workforce in the contact center to ensure maximum productivity while meeting the scheduling needs of your agents.
The Five9 WFO solution has a powerful protective layer of security that prevents exposure of valuable customer data. It supports efforts to meet regulatory compliance concerns and data privacy standards.
With Five9 WFO, you can manage your contact center more effectively, streamline your operations, and deliver exceptional customer experiences with powerful tools. Read this data sheet to learn more.
TruConnect is an American mobile virtual network operator (MVNO) that sells mobile hotspots, smartphones, mobile data plans, and prepaid cell phone talk and text plans on the T-Mobile network.
Five9 Proactive Notification, powered by Five9 Workflow Automation, automates omnichannel outbound communication to help your business create exceptional customer experiences.
Five9 Workflow Automation lets you connect your Five9 Intelligent Cloud Contact Center with other business systems to drive exceptional customer experiences.
Distributing the COVID-19 vaccine to consumers is a critical step to overcoming the pandemic. They want to know when, where, and how to get their shots. Consumers have a lot of questions and expect the organizations administering vaccines to provide timely information and services across many different support channels. Effectively communicating with them is a major challenge, but doing it right is important for ending the pandemic, safeguarding consumers, and building loyalty.
Five9 Workflow Automation aggregates information, provides comprehensive views of data and performance, and automates sophisticated, cross-platform workflows and reactions based on the data and events being aggregated.
Alivi provides solutions for healthcare organizations to have access to technology platforms and advisory services that help health plans and providers focus on creating a tailored care strategy for members while managing costs. They offer solutions for non-emergency medical transportation, ancillary and supplemental benefits, and healthcare administration. Alivi’s weekly call volume could range anywhere from 100 to 40,000 calls a week, which was taxing for their previous on-prem solution.
Five9 AI takes advantage of the latest technology to allow organizations to automate interactions with customers via Five9 Intelligent Virtual Agent and help agents deliver a more human experience.
Five9 Virtual Voiceover significantly reduces the time and expense of producing high-quality custom voiceovers for static self-service scripts used with Intelligent Virtual Agents (IVAs).
Consumers have become accustomed to getting help from their personal virtual assistants, and they now increasingly prefer self-service options when contacting businesses.
With Five9 Intelligent Virtual Agent you can use the latest AI-based technology to easily understand what customers want and provide it quickly—without the use of a human agent.
Practical AI provides real, down to earth solutions that are easy to implement and use, and deliver exceptional ROI regardless of the business or industry you’re in. This white paper explores what agent assistance technology can do for your business and how it can help you make the most of every customer interaction in your contact center. You’ll learn how practical AI enables you to lower costs, improve efficiency, and deliver extraordinary customer experiences that inspire customer loyalty.
Five9 AI takes advantage of the latest technology to allow organizations to automate interactions with customers via Five9 Virtual Assistant and help agents deliver a more human experience.
Five9 Agent Assist empowers live agents with AI-powered real-time assistance and automation, driving more efficient and productive customer conversations, improved agent satisfaction, and better business outcomes.
AI and automation in the contact center can improve customer and agent experiences, reduce costs, and boost upsell and cross-sell opportunities. Use AI-driven assistance to elevate interactions and turn a customer return into an upsell opportunity.
The Five9 UC Integration with Zoom Phone enables agents to quickly connect with experts, conference them in, or transfer the call directly to answer the customer’s question.
